A customer portal is becoming a must-have tool for customer & service orientated organisations. Typically these portals are accessed via the organisations main website. They are accessed via a login and password meaning A) The organisation can control who has access to the portal and B) The customer is assured by an extra layer of security.
Customer portals cater to today’s lifestyle – on the go and accessible anywhere and at anytime; our personal technology has generated an expectation that we should be able to get information and process transactions instantaneously – Customer Portals make this happen. It is also a fundamental element of customer self-service which is also coming more and more prevalent and popular; a recent survey indicated that around 70% of people want to solve product or service issues on their own without having to rely on an agent. Around 90% of UK customers expect businesses to have an online self-service portal. It means your systems and processes are the central cogs of your business, not people. It also creates a system where your customers are doing the work they used to require you to do, freeing up your time to do other tasks.
Customers expect to see features like getting a quote, raise a support ticket, knowledge base and see my previous orders. A portal should also give customers the opportunity to quickly and easily update their contact details.
We’ve highlighted some of the reasons they are popular in the below infographic. Creating portals is what we have the most experience in; see our case studies for Stratus Technologies & Pink Penguin for examples. We love the challenge of building them, so if you are thinking of getting a customer portal to improve your business, we’d love to hear about it.