Customer portal software is needed to improve your customer service quality. There might some problems experienced by your customers such as submitting wrong shipping address, and many more. in the past, the customers can just call a customer service and state the problems. However, what if they experience another problem? Calling a customer service again and going through it again and again when problems come again later? It must be a headache for you as business owner as well to handle various problems of customers especially when your customer base is wide. You cannot handle all customers at the same time but they demand it. They deserve the best service after all. Therefore, you may consider customer portal software.
Customer portal software for your business
The use of customer portal software is to provide self-service interface. This way, your customers can monitor and update their inquiries by themselves without needing your customer service rep to guide them. Therefore, you can relieve some pressure from your customer service team but still provide the satisfying convenience to your customers. Here are several features of this tool that benefit your business.
Covering all issues need to be covered
A feature to create your knowledge base is important one because you have to cover all issues that need to be solved. There might be some issues your customer state but it doesn’t have solution already in your database. Then, you can create the troubleshooting steps using this feature to record and upload them in. you can also use this feature to create knowledge base you can give to your service agents. Thus, they will know a reference point from this resource when customers asking for solution.
Make sure to choose a customer portal software with user-friendly format. Remember that the reason why you adopt this software is to improve your service quality for your customers. If they are provided with complicated design or interface, they will not be able to use it and it will be a waste. Thus, make sure the software is user-friendly that even your customers who are no that fluent in online interface can use it without a fuss.
A community forum
Find a customer portal software that has feature of community forum. It is important point because it can lessen the burden of your service agents. Why? Because customer can help each other in the forum. They can share their problems and find solutions from other customers who have experienced the same problems. This is more efficient both for your customers and service agents. This also can increase the level of your credibility because most customers talk based on their own experience which is good for your business reputation as well.
Swift integration with other apps
It is great if you choose a customer portal software that can integrate well with other apps. There must be limit of what the software can do. However, it won’t be a big issue if it can integrate well with other apps. This way, the software still maintain its efficiency and function in general. Choose the apps with high quality integration to give your customers great experience.