Defining the Traits of a Perfect Customer Portal
Posted by Maulik Shah on January 16th, 2019
‘Customer Support’ has undergone a huge transition over the years. From haggling with the customer support executives on the phone to finding all the solutions online, we’ve come a long way. However, not all digital experiences are up to the mark. Not all of them are engaging, user-friendly, and responsive.
To be able to provide the customers with what they’re looking for, it is important to have customer portals. With the help of it, you will be able to render glitch-free personalized experiences that reach the expectations of your customers.
Significance of Client Portals
If you have worked around customer portals, you must have come across some of the common ones including portals for banking services, mobile network companies, water connection portals etc. On the other hand, the customized client portals come with features that can address the precise requirements of your customers with the help of specific tools, services, and content. For example, if you need a WordPress Client Management portal, you might have to get in touch with a company which can customize it for you.
So, what are the traits that your Customer Portal must have to be able to serve customers better? Let’s take a look:
Offers Superior Self-Service
A recent study has proved that almost 59% consumers and 71% business buyers feel that if there is a self-service portal available to them, they feel more connected with the brand. Also, facilities like Knowledge Base, Chat Services, and Service Requests are no more a privilege. They’re more of a necessity.
Most of the clients expect the above-mentioned self-service facilities from a portal. So, whether you have a Drupal, Joomla, or WordPress Portal, it must have the potential to offer an excellent self-service experience.
Is Dynamic and Adaptive to Change
One of the most important traits that a portal must have. If a portal cannot adapt to your business needs as and when your business grows, it’s of no use. Get in touch an organization that works on an open source software which is flexible and enables easy integration.
In case you don’t want to hire programmers to work on your portal, you can choose to invest into a portal that provides you with the features and functionalities you’re looking for. You must also ensure that it is user-friendly and non-technical professionals can use them.
Is Safe and Secure
Customer portals can be vulnerable. These possibilities are likely to go up if you have a WordPress customer portal. So, in case you’re looking for a WordPress Portal, you must ensure that the it offers you with SSL and encryption. It should also offer your users with a sense of security when they are accessing sensitive documents like invoices, credit card information, and address.
It is advisable to ask for a trial period to use the portal and opt for it only if it seems secure for you and your users to access information.
Has Analytic Tools
Stagnant digital experiences are boring. If you want to render value through your WordPress Client Portal, it is important to evolve. And this is possible only if you have tangible values that help you to analyze and scrutinize the aspects you can improve upon.
Invest into a portal that helps you to understand how your pages perform, whether or not users are able to find what they’re looking for, and what features has a negative effect. A superior quality portal comes with comprehensive analytic tools as well as reports using which you can know about the impact of your portal on the users. Once you obtain information from the portal’s analytic tools, you can work towards enhancing customer experiences.
Has Customer Centric Functionalities
A customer-centric portal is the one that comes with functionalities that are beneficial to the end users. It is less likely for two customized customer portals to be like each other as every business has different goals. Now, whether your software comes with security hierarchy, multi-language support, or advanced search functions ensure that it can solve the problems of your customers in the best possible way.
Although there are several elements responsible behind the making of a good client portal, it is worthy only if it helps you to build up a loyal customer base. The one which is tailored to your customers’ experiences will provide your organization with the success that you’re looking for.
Provides Scalability with Business Growth
Irrespective of your business goals, your portal must have a good level of scalability. Get it built in such a way that it can mitigate against the disasters, if any. Which means, it should not only be safe but should also have the potential to cope with the increasing workload and be adaptive to business growth.