A “Self Service Portal” in layman’s terms allows customers to find information, solve queries and resolve their issues.
Self Service Portals have become highly prominent in terms of customer support and management since the inception of the boom of online businesses and services.
WAYS BUSINESSES CAN USE SELF SERVICE PORTALS TO BOOST THEIR REVENUE-
Reduced Cost of Ownership
Self-serve is a portal that extends as your brand identity and helps your customers help themselves. This enables customers to perform simple tasks on their own like scheduling product delivery, changing delivery slots, finding answers to frequently asked questions. This helps agents to focus on other tasks increasing CSAT score and save 15%-20% on time spent on tickets.
Convenience in re-purchase
Self Service Portals make it highly convenient and expeditious to make new orders almost in no time and customers adore saving time and quick services. They are not just likely to make new purchases but also come back so more customer retention leads to more revenue for the businesses.
3. Agent Productivity
As the customers serve themselves with all the queries, it leaves agents with more time to analyse tickets and that produces more efficiency which furthermore leads to better service for the customers which puts the business in the best place to retain customers and make more money.
4. Sales Engagement Options
When it comes to business to business or B2B selling, usually there is more complexity in the product so the platform helps in clarification and puts the deal in a better position to go through.
5. Surge In Traffic
Customer support is one of the most crucial parts when it comes to building credibility as a satisfied customer is a happy one and word of mouth works like a charm. The more people that are coming to the website, the more potential sales one can make.
BENEFITS OF SELF SERVICE PORTAL FOR YOUR BUSINESS
Reduction in Ticket Volume
As most of the queries are answered via the portal itself, it reduces the amount of tickets going to the agents and it also decreases the time agents spend on easy or simpler tickets.
Faster Service
As the responses are automated, it takes no time to tell the customers what exactly they need to know and provide a seamless service.
Ability To Provide Visuals
The platform provides businesses with the ability to provide visuals and audio with adequate information which on the contrary they would have to explain via an agent which eats up more time.
Customer Retention
The portal provides a magnificent platform for quick customer support and when the customers leave happy they tend to come back with even more people and that gives businesses more potential sales.
As rightfully said, “what gets measured, gets managed” and that implies when building a sound strategy for a splendid customer support channel. Let’s look at how businesses can exactly do so.
Allows for 24/7 Service
It’s apparent customers don’t just shop during the typical hours and the portal allows businesses to set up a support system which works all the time which is a win win for both the parties.
HOW TO BUILD A SUCCESSFUL SELF SERVE STRATEGY
Technological Competency
When you set up a platform for your customers to self-serve, you need to make sure the customers’ can easily access the service and that’s it’s really easy and not out of their competence to comprehend and moreover it’s efficient at the same time.
Setting Clear Cut Goals
No matter what we do in life, we need a clear vision and not shoot in the dark we ought to achieve what we want and so is the case with setting up a self service portal too. You need to lay out optimal strategies for the end goal and make sure they are aligned since the inception of your customer support service.
Quality Triumphs
Whether it’s a product or a service, at the end of the day what makes customers make the purchase is the quality. You need to leave no stones unturned when it comes to setting your portal in a flawless fashion as the first impression is the last and customers are brutal when it comes to giving you a second shot.
Analysis Of The Response
If the clear cut vision is crucial, so is the follow up. You need to constantly keep checking for bugs, record customers’ responses and constantly have the hunger to make the service better with time.
To sum it up, self service portals are an amazing way to support your customers with all the queries and provide undeniably good service while keeping the efficiency and quality intact.
At KaptureCRM, we provide Customer/Management Support System through an Integrated Service Desk optimised for BFSI and also a platform which stays up to date and evolves with any policy changes. Furthermore, we have Kapture One Suite which is a CRM software
consisting of “Contact Center”, “Live Chat”, “Field Force”, “Self Serve”, “KMS” & “LMS” and Sales solution which helps in creating a precise system for tracking and converting leads.
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