My Customer Portal
Today’s empowered customers want a simple, fast, and personalized service available across different channels from anywhere, at any time, and on any device of their choice. An easy-to-use customer self-service portal and app available 24×7 will lead to happier customers, reduced costs, and incremental revenues.
Cultivate loyal and profitable customers
Most generic websites and customer service portals fail to address the unique challenges and opportunities in satisfying the needs of the durable goods customers. You require a Customer portal that enables you to manage the complex products, the independent of dealer or service networks, and the long ownership cycles.
Mize Customer Portal (My Customer Portal) provides simple, convenient, and online access to all the services needed by your customers as they own and use products for years. My Customer Portal allows you and your channel partners to stay connected with your customers, deliver better customer experience, build brand loyalty, and maximize customer lifetime value.
My Customer Portal helps with onboarding the customers with access to all resources including setup or installation instructions, user manuals, and training videos that your customers need to start using your product.
New customers can use simple signup using their email to gain access to key customer support and service resources and tools.
Customers can register products with specific product information and serial number. In addition to durable products, customers can register software, activate licenses or provision connectivity.
Buy Service Plans
Customers can buy Service Plans for additional protection and activate plans purchased using other channels. All service plan entitlements are tracked along with standard warranty to show all service options to the customer throughout the product lifecycle.
Over 75% of today’s customers prefer to use self-service. My Customer Portal empowers your customers with a self-service option, accessible 24/7 on any channel and with the least amount of friction. Customers can easily and quickly find the answers they need freeing up your contact center agents and reducing your costs.
My Customer Portal provides simple search option to find and access all knowledge resources including user manuals, articles, FAQs, documents and videos. All content is indexed, organized and filtered to ensure your customer’s self-service journey is an excellent and effortless experience.
The effective self-service options will boost customer satisfaction as well as long-term retention while lowering the cost of service operations.
Initiate Support Request
When Customers need assistance, they can initiate a support request online or via a mobile device. The customer can add pictures and even a video to the support request which will help contact center agents diagnose and resolve the issue quickly and more accurately.
Customer support requests from the portal are routed to support agents at your contact center, and all communications can be tracked and viewed online.
Buy Accessories and Parts
My Customer Portal allows your customers to find and buy any related parts and accessories online increasing your revenues and profits from existing customer base.
My Customer Portal allows customers to schedule inspections, maintenance, and service with the company’s authorized service network. Portal keeps track of all service events and provides timely reminders and notifications to ensure product uptime and performance.
My Customer Portal leverages CX Engage, the engagement engine of the Connected Customer Experience platform, to present relevant and personalized messages and offers on different channels to generate additional revenues. My Customer Portal enables customer interactions, communications, social sharing and more to enhance customer experience and engagement.
Companies can realize higher service revenues and maintain customer relationship throughout the life of the product.
IoT and connected products and services
My Customer Portal provides a dashboard to customers based on the data collected from the connected products. Companies can share product usage data, alerts, proactive service recommendations, and more based on IoT data. Companies can also build and deliver more value-added services and applications via the Customer Portal.
Subscription services are becoming more common. Customers can subscribe to regular consumables, protection plans, or value-added services providing a recurring source of revenues for companies. My Customer Portal enables you to manage subscriptions, renewals, and payment information.
Voice of Customer (VOC)
My Customer Portal captures customer feedback (VOC) about products, knowledge, support, and services at different touch points during the customer journey. Usage data captured on the Portal provides vital clues on how customers want to engage with you and what channel they use to enhance the customer self-service journey.
Strengthen Relationships with Channel Partners
My Customer Portal strengthens the customer’s relationship with the channel partners such as a local dealer, retailer or service provider. Based on customer’s location, Portal connects the customer to local channel partners and drives traffic to physical locations.
Portal can also brand the site and engagement based on your partner branding and redirect the sales and service opportunities to local channel partners for fulfillment. Mize Channel Connect enables Channel partners to receive and respond to service requests from the Customer Portal:
- Customer support requests can be dispatched to right Field Service Technicians
- Customers can locate a store, service center, product or parts inventory
- Sales of Service Plans, Subscriptions, and Parts can be shared based on the Area of Responsibility (AOR) of the channel partners.
Connected Customer Experience
Organizations struggle to get back-office functions integrated with the self-service customer portal to provide assistance when needed and fulfill customer service requests.
Mize CX Connect integrates Customer Portal with ERP, CRM, and other enterprise systems to deliver a seamless experience.
My Customer Portal can be configured and easily integrated into your existing websites and applications using CX Touch to deliver an optimal brand experience on the web and mobile devices.
Simple and Cost-Effective
Your Customer Portal can be turned on quickly and cost-effectively with a simple subscription fee (Saas). My Customer Portal, hosted on CX Cloud, is highly scalable and delivers fast responses whether you serve few hundred or a few million customers.
Request a Demo now to see how you can maximize customer lifetime value by building valuable long-term connections with your customers.