Customer Success Portal: What it Means, Why it Matters, and How it Adds Value

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Customer Success Portal What it Means, Why it
Matters, and How it Adds Value
As a writer, I like writing about portals and how
self-service changes how we approach business.
As a customer, I like that we have a
self-service option. Its not that I have any
problem asking for help from support reps.
Waiting on calls for hours or a reply email is
too much for me. I prefer solving problems on my
own with the help of knowledge base articles,
videos, and more. While it gives me complete
control over my activities, it also challenges me
to learn and grow by tackling complex problems
independently. If thats not a success for me as
a customer, I dont know what is!
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I am not the only one who prefers self-service.
According to Statista, 88 percent of customers
prefer self-service over talking to customer
support representatives. What would you do if
customers dont want support reps as their ?rst
line of support? How will you provide effective
support? The answer is a customer success portal.
This tool makes it easy for customers like me to
?nd solutions in a way thats
convenient to us. It helps businesses deliver serv
ices without
ef?ciently and enhance customer experience
increasing business costs. In this article, we
will learn what a customer success portal is and
how you can turn your customers into loyal ones
with it. 1. What is Customer Success Portal?
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• Why is Customer Success Portal Important?
• How Customer Success Portal Adds Value to your
  Business
• Walk on the Road to Success with CRMJetty
• 1. What is Customer Success Portal?
• A digital solution that anticipates customers
  challenges and problems and provides proactive
  answers and solutions to them. Customer portal
  provides self-service via a knowledge base to
  help users with relevant information. It focuses
  on customer support and thus helps customers
  with help centers like Zendesk, Freshdesk, and
  DeskXpand.

digital gateway that manages customers
with businesses and provides new
Plus, its a
relationships opportunities to connect, share, and
grow through
communities. Examples include the Hubspot
community and Drift community. Apple Support is
one of the examples of the self-service that we
are talking about. They provide search tools with
personalized work?ow options for customers to
click on. They have links to provide support via
community, knowledge base, and social media
underneath work?ow options.
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• Customer success is about providing value to your
  customers and increasing loyalty and revenue.
• Customer Success V/s Customer Support
• Customer success and support are intertwined.
  Together they result in customer satisfaction
  and are often confused as being the same. They
  are not.
• Customer success offers support proactively.
  Here, businesses stay with customers throughout
  their journey and improve their overall
  experience.
• Customer support works on solving customers
  problems after they reach out for help.
• 2. Why is Customer Success Portal Important?
• Ive learned that people will forget what you
  said and what you did, but people will never
  forget how you made them feel.
• Maya Angelou
• This applies in business too. Customers today
  expect a certain level of self-service. They are
  tech-savvy and capable of solving their problems
  themselves. They have high expectations of
  customer service, and any delay in the service
  tends to result in decreased CSAT (customer
  satisfaction) score.

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Hence, you need to bring in a customer portal to
stay abreast of the changing customer
expectations and acknowledge the urgency of
solving problems. A customer success portal is a
problem-solving, time-saving, productivity-boosti
ng, and communication streamlining tool. It
eliminates unnecessary interaction touchpoints
and empowers users to ?nd resolutions
independently. It offers more capabilities than
customer support channels, including email,
large ?le and document sharing, access
information, etc. It reduces churn rates and
increases ef?ciency by automating all the
repetitive tasks. Overall, it eases customers
and agents life in terms of service and support
by offering everything they might need to
accomplish their tasks. This is why choosing the
right portal becomes paramount.
3. How Customer Success Portal Adds Value to Your
Business You dont need a customer success
portal only to automate the support. The purpose
is to empower your customers to experiment with
different tools and technologies. Its about
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• putting power in their hand, giving them instant
  access to all the required information.
• Heres how the customer portal accomplishes the
  desired goals and purposes.
• One Place for Everything
• A portal is a one-stop solution that syncs all
  the data from different channels and presents it
  systematically in one place. It ensures
  customers and agents wont have to switch
  between platforms to ?nd the relevant
  information. With centralized data, businesses
  can make informed decisions. It helps them focus
  on trivial matters and ?nd solutions instantly.
• Granular Level Access
• On the recent Lapsus attacks, Microsoft
  provided organizations with several steps to
  improve their security, including strengthening
  multifactor authentication and limiting access
  control.
• A customer portal ensures that users have only
  role-speci?c access that limits the access only
  to authorized users, unlike the DEV-0357 case,
  where some companies give their help desk the
  ability to change the privilege rights of the
  users. It

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• also provides multi-factor authentication with
  social login options.
• Proactive Customer Support
• A customer portal offers help that customers
  might need. For example, suppose youre in an
  eCommerce business. In that case, the portal
  will allow your customers to track their order
  status, view their transactions, understand
  refund policies, and more without contacting the
  customer support team or before they realize
  they might need these features or help.
• Engage Customers
• Knowledge base and community together foster
  customer engagement. It enables users to ?nd
  relevant information through articles and engage
  with other customers through the community
  forums. They can help one another, offer
  solutions, share ideas, and give feedback about
  the products and services.
• Community forums are a way for businesses to
  build a strong support network without investing
  in one. It also helps them get valuable feedback
  to improve their business offerings.
• Automate Repetitive Tasks

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A feature-rich customer success portal has
features like a ticketing system and work?ow
automation to streamline internal operations and
reduce your support teams burden. For instance,
if a ticket is raised, it should be auto-assigned
to the respective rep as per the priority. It
should also update customers about its status.
Or, you can allow customers to search for
queries, and if an article or a ticket with a
similar issue exists, they should be able to view
it instead of raising a new ticket. vi. Enhance
Agents Productivity As customers can self-serve
themselves and troubleshoot basic queries,
agents get more time to focus on complex
queries. They dont have to answer basic
questions, which are usually repeated. For
example, whats the refund policy? or can I
change my password? They can redirect customers
to FAQs and relevant articles. Solving complex
queries creates curiosity, which increases their
ef?ciency and productivity.
vii. Prepare for the Future
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A customer success portal helps manage business
continuity and ticket volumes with automation
and multiple support channels during challenging
times. It gathers data at every touchpoint and
provides businesses with valuable insights about
customers, sales, marketing, and overall business
operations. It helps you take a calculated risk,
one where chances of pro?ts are more. 4. Walk
on the Road to Success with CRMJetty Developing a
customer success portal is easy and tricky,
depending on your business and requirements.
There are readily available solutions you can
integrate into your CRM or go for custom
development if you have unique requirements. I
recommend custom development as the solution is
speci?cally tailored to your business. Features,
work?ow, terms, UI and UX everything is designed
and developed keeping your customers in mind. As
an experienced custom portal development
company, we can help you with the customer
success portal your customers would love to
interact with. Okay, lets proceed!
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Source https/ www.crmjetty.com/blog/customer-suc
cess-portal -what-why-how/
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