Advantages of Using a Self-service Portal


Providing a self-service portal can provide tons of benefits, not only for your customer service department but also for your overall brand image. Besides speeding up the process of resolving issues, which also controls your costs in turn, a self-service portal gives you the opportunity to have a closer relationship with your customers and prospective customers.

Here are five of the most important advantages you'll get from a self-service portal:

1. It deepens social engagement.

Most probably, you have a social media feed dedicated to customer queries (otherwise, you really should get one). However, when you a solid source of assistance, you'll be more equipped to offer advice. You can point people to the right information faster, and you can use it to determine the types of problems which require more attention.

2. It builds a community.

Introducing a Q & A section or forum in your adp portal brings in valuable voices into the front line of your customer service division. Peer-to-peer support is a wonderful way of building trusting relationships among your customers, and for them to exchange ideas and share their experiences with your brand. Somehow, this allows your brand to be associated with a friendlier environment, and it also frees up some pressure on your internal customer service staff.

3. More customers will recommend you to their peers.

When you have a well-designed self-service portal, you won't only impress your customers a lot. You and your customers can have more positive interactions with one another, and this could make them even excited to tell their friends about you. Of course, for this to be possible, your adp ipay portal must cover all areas, leaving no stone unturned. This means you need a knowledge base that is user-friendly, consistent, updated from time to time, and employs a whole range of mediums. It must as well be appealing to the eye and intuitive. It should come with an email or live chat option, which a user can use when he needs help with using the knowledge base or providing feedback.

4. It boosts traffic to your website.

With a well-functioning, search-optimized knowledge base, you can bring more traffic to your website, which helps distinguish your brand as "authority" in your field. As a result, your customers will only trust you and your business.

5. It provides the opportunity to personalize.

When you have an intuitive self-service portal, you allow customers' prior area of concern to be recalled and repurposed, so they can get the information they need faster the next time. This type of portal can also be personalized. Customers who are welcomed upon logging in may be addressed by name. You may also want to keep a list of the products or services they have bought, and show only topics that are relevant to them. This makes gives them a sense of personal attachment to you, instead of feeling like a mere number.

© 2016 Mary Mitchell. 12 Pike St, New York, NY 10002
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