A Customer Portal: Right Solution for Business or Not?

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A Customer Portal Right Solution for Business
or Not?
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Self-service. The phrase itself means to serve
yourself or to help yourself. Thats where the
idea of a customer portal comes from.
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If you are a business that wants to provide 247
customer support without extending working hours
or without hiring more support executives, then
this is the tool you are looking for.
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A customer portal is a single point of
interaction between customers and business.
Lets see how effective can a customer portal
can be The obvious benefit of a customer portal
or a self-service portal for your business is
the convenience it provides. Both to your
business as well as your customers. If we talk
about customers, the popular opinion is that
they prefer the self-service option rather than
having to have long tedious human interaction.
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It helps to get faster solutions, and they dont
have to visit a brick and mortar store. This is
why the best option is to
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provide your customers with online customer
portal solutions. If we were to think based on
the various industries of business, healthcare,
finance, real estate, banking, education, etc.
all benefit greatly from the customer portal
solutions. It has made operations more
efficient, and it helps provide round the clock
services. It is a simple solution that
integrates seamlessly into the user
experience. It is an effective option to serve
your customers properly if this option is not
there, customers experience hindrance in
accessing services.
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Now the question is, does your business need a
portal?
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Read on to find out. Customers Demand Self
Service These days customers demand for self-
service has increased. And it becomes a
preferred method for them to interact with any
business. They dont prefer email or call
support for their queries. They want their
answers online by FAQs and knowledge base.
Customers always find it much easier to find
answers themselves rather than wait for a reply
from a support executive. Here are some facts
regarding self- service which will back our
statements
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According to Superoffice Blog
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• 40 of consumers now prefer self- service over
  human contact
• 70 of customers now expect a companys website
  to include a self-
• service application.
• Self-service can reduce costs by as much as 11
  per call
• Customer portal enables the self-service option
  for your customers.
• Increase the Productivity of Support Staff
• Time management is the biggest challenge
  for all businesses. The support teams

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time
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spend most of their repetitive queries.

• This decreases their productivity, and its a
  waste of resources.
• The ticketing system of self-service portal
  reduces the workload of agents. Customer portal
  saves time and provides automation for routine
  and repetitive tasks. So your customer service
  representatives concentrate on other important
  tasks. Thus, a CRM customer portal provides
  maximum customer satisfaction and increases the
  productivity of your sales and support team.
• Role-Based Accessibility
• A customer portal is basically you sharing your
  CRM with your customers. Now, a CRM contains a
  lot of sensitive data and

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sales_at_crmjetty.com sharing all of that data with
customers is not a good idea at all. A good CRM
customer portal comes with role-based
accessibility where you can restrict the
information you share with your customers. They
will only be able to see the modules to which
youve given the permissions. Single and Secure
Sign In Lately, awareness of cyber and data
security has increased. If a business is seen
being lax about security, they are written off
by people. A CRM customer portal takes care of
secure sign in for you. It does not fetch any
data from the database, but simply gives a
secure interface where users can log in using
the credentials they have. Only verified users
will have access to the portal.
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Cost Effective
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A customer portal is inherently cost effective
because it helps reduce the time that your
support staff spends on repetitive tasks and
queries. This way you dont even need to have a
very large support staff. It also helps to
retain your customer with clever customer
servicing. And a loyal customer is, of course,
good for business. So, what do you think? Can a
portal add value to your business? If yes, then
find a company that can build you a proper
customer portal keeping your business use cases
in mind. Wrapping it up... These are the main
reasons why you should consider offering a
customer portal
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to your customers. There are a lot of companies
that offer customer portal development, as well
as services to customize it according to your
needs.
You can find a good company that designs
customer portals, make sure they have a good
portfolio and pick the right one.
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