10 reasons why Customer Self-Service Portals increase customer satisfaction
A Customer Self-Service Portal helps companies to reduce customer service costs significantly and leads to better customer satisfaction, loyalty, and engagement.
Leading analyst, Gartner estimates that “By 2017, two-thirds of all customer service interactions will no longer require the support of a human intermediary.” (Source: Why You Need to Rethink Your Customer Self-Service Strategy by Brian Manusama, 20 Jun 2016)
By empowering customers to help themselves, a self-service portal can make it more convenient and faster to fulfill customer needs.
Here is a list of 10 reasons why Customer Self-Service Portal can lead to increased customer satisfaction.
1. Added Convenience
An easy-to-use customer portal provides added convenience for customers as they can access the services on any channel (web, email, mobile, chat, community) at any time.
2. Keep track of products
Keep track of products, warranty dates, service plans, maintenance schedules and more at a single place.
3. Improved transparency
Customers have real-time visibility to the status of support requests, service jobs, service technician arrival times, warranty coverage, and billing.
Customers feel empowered to troubleshoot their issues, fix the products themselves, and find answers at their convenience.
5. Avoid waiting in lines
Customers can avoid waiting on the phone or at a service center by requesting support online or scheduling an appointment for field service.
6. Faster answers
Knowledge available with a simple search can provide immediate and consistent answers to most of the common questions customers have.
7. Find parts and accessories
The customer can find and order consumables, accessories, and parts faster for products the customer owns.
8. Learn about products
The customer can find tips to get the best value out of products, learn about product upgrades, get alerts on product recalls, and receive upgrades or newer versions of the software.
9. Be Part of Customer community
Customers can connect with peers on customer community to share ideas or get answers.
10. Share feedback
Customers can share feedback about products, service, and new features to improve products and service.
Request a Demo now to learn how you can elevate customer service experience using a Customer Portal.