A customer portal is the section of a website that enables businesses to share private, account-specific information, securely. This includes sensitive data such as; customer invoices, credit status and order information. The portal software has numerous benefits which have a knock on effect on customer satisfaction.
Customers are able to access up to date information 24 hours a day, 7 days a week. This makes it easier for customers to find the information they are seeking, imminently. Plus, all the information is accumulated in one place, saving the customer time. These features help boost customer satisfaction, especially when personalised to the customer’s needs. The software is intuitive and makes relevant products visible to the customer.
Time is a precious resource for companies and their customers, and people now expect to have solutions to problems extremely quickly. By making information available on demand, and ensuring that answers are easy to find, customers will be impressed by the efficiency of the service. Customer portal software allows information to be accessed anywhere and at any time, putting less strain on the company answering customer queries.
Although these enquiries can help increase customer engagement, service delivery may deteriorate as the customer service team with the high volume of questions. The portal helps maintain customer satisfaction so that customers are dealt with faster. With more software automation and fewer employees having to focus on customer queries, company time, money and resources can be relocated elsewhere around the business.
Centralise information & tools
The web portal simplifies customer’s requirements into a centralised knowledge hub.
As a company acquires more customers, their resources may be stretched. Instead of sending customers elsewhere to seek information, the software combines the needs of the customers into a singular portal, therefore encouraging customer engagement.
Nick Thompson, managing director at DCSL Software, said: "By implementing a customer portal you are providing customer service facilities 24x7, rather than just during your own business hours. Self-service is now the norm and your customers expect to be able to access the data you are storing for them - or track the services you provide for them – instantly, at a given point in time, without having to phone up, or email and wait for a response. At DCSL Software, we build not only customer portals but the underlying operational systems that sit behind them."
Sensitive data is encrypted and protected through bank grade security. This maximal protection of files allows customers to safely upload and access private information. There are also higher limits on file size, making it more efficient than e-mail.
Customer portals were originally designed solely to manage bill payments, transactional data and an order history. Demographic data could be added alongside a personal profile. These were created to help reduce costs, as instead of a company employee manually changing the customer’s information, simple modifications could be made through the company’s portal. This reduces the number of calls being received by customer support, allowing the business to downsize the support overhead.
An effective online customer portal can help decrease company expenditure whilst ensuring customers are satisfied with the web-based customer service. It gives customers a self-service portal where information, solutions and resources can be easily accessed. By motivating customers to utilise the web-based program, the pressure eases off the customer support team and company costs are reduced.
By Hannah Richards, Amplified Business Content