5 Ways Through Which Self Service Portal Can Help You Increase Your Revenue

 

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-

1. 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.

2. 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. 

SMART TICKET MANAGEMENT: HOW TO AVOID ILLOGICAL TICKETS AND ACTUALLY GET YOUR WORK DONE?-KaptureCRM

All successful managers know the secret of getting work done; it’s allocating task to best possible individual.

While one may be used allocate tasks by calling names, with increasing complexity and sophistication it has become increasingly difficult.

Why you need a Ticket Management System?

A long and winding task allotment process progressively breaks down any concerning parties.

Do you need to strain your brain for every new task? Do you know about best idea person in your Office? Do you know work-capacity of any individuals? Do your Customers complain about having too many tasks on limited members?

An answer to all of these key management metrics could come from one simple solution – You need to have a simple go-to system for daily task management.

As customers are expecting resolution within first interaction, businesses have limited time window for a solution. For a service center handling high volume client calls, finding and completing tasks are a hard challenge.

While traditional tricks like hand waving worked until a few years ago, modern service-oriented business system has challenged individuals to take-up new ways of thinking.

Instead of a single member handling multiple platforms, a CRM helps you to evenly spread out tasks and duties.

All clients are memorizing each possibility for their immense requirements. Every business needs to get more clients to relax in less time and have a better management philosophy.

A good ticket management system allocates task and benefits through a CRM software. It follows smart tickets to avail your customer benefits.

How CRM ticketing Works

Unlike traditional systems, CRM task management comes stripped-off multiple complexities and business hierarchy. With coming of every relevant issue, a concerned person views a list of available individuals. Afterwards, this concerned individual can complete task or raise a objection with reason.

As entire process takes place through a cloud platform, entire process is seamless and integrated to a common platform. This process also involves less expenditure of time and energy, allowing you to easily find the concerned person.

How CRM ticketing beckons a big Change?

A CRM ticketing is not only efficient, but also provides a handful of nifty advantages. Those are described below.

Tickets that Follows You Everywhere

In the movie ‘It Follows’, there’s a thing that’s inescapable and always following you around. An uncompleted CRM tickets has a very similar nature.

Unless it’s stamped as completed, it will always be a mark on a particular CRM account. Unlike trail mails, where a pending task could be easily hidden a CRM provides clear way to identify and single-out incomplete tasks.

Going forward, your employees will be more accountable for incomplete tasks and pending management risks.

Decidedly Share partial Client Information

CRM policy allows you to maintain confidentiality of client and information. One can choose to share information at only limited levels, which can then be sent directly to concerned employee through CRM.

CRM process allows you to maintain proficient client confidentiality. Availability of only relevant information also ensures that you are

Business requires every aspect of their companies being boiled down to basics and sharing insights.
Avoid Disgruntled Customers through Ticketing

Avoid Disgruntled Customers through Ticketing

Every business has at least occasionally faced clients about to blow-up and spew loud boiling obscenity. Here employees are expected to nullify situation through smooth handling, which is a rare skill.
Rather than trying to solve issues through verbal dialogues, ticketing system allows you to find effective solution.

As a unified system, assigned person can find required answers from cloud database. Otherwise, issues could be elevated to more equipped personnel.

It allows employees to create and manages your businesses through a unified interface, creating and indulging your activities from all aspect.

Effectively Prioritize Client Requirements

It’s a practically unavoidable sin to prioritize between customers. When deciding to prioritize your high paying customer above or below your low paying customer, one can always use an automated system.
When all customers are waiting on a list-basis, you can algorithmically prioritize clients or choose between less paying customers.

Add messages and Information to each concerned Tickets

Rather than sending long-form emails to be missed among other mails, a ticketing format lets you systemically add information at on-time basis. After a specific stage, a concerned employee can add details and additional information.

This system avoids information loss at handovers and data overload on each party. A single source for data will also cut-back on collection and segregation tasks, increasing productivity. It also automates segregating each task and duties.

Access your employees (anytime)

Every employer dreams but every employee dreads being available at all time; A CRM ticketing brings you a balance of each system.

Through a mobile CRM app, an employer can raise a ticket towards concerned employee. He just needs to attend to concerned notification as it appears on screen. Unless logged-in, a user need not see excess information to be accessed on a client account.

Putting tickets on Hold (optional)

Consider this situation; you are unable to immediately solve a particular issue and put it on pending list, but it continues to be overlooked for a long time. Resultantly you have a new customer complaint at your facebook page.

A ticket management system comes close to a solution at this situation. While you may put ticket on pending, ultimately you may not avoid it. But even as an optional factor, putting tickets on hold could be a highly desirable option for an overworked executive.

Rather than a 3rd party task sharing platform, a completely integrated CRM system gives a hierarchical overview of your organizational tasks.