Self-service Success: the Business Portal

Many companies work with businesses that require support on a regular basis. This can take many forms, like questions about billing, customer service requests, inquiries about new product releases, or technical support. While some complex issues related to things like engineering or software development require a direct interaction, such as a phone call or email, many are simple issues that should not require the help of a customer service agent. However, if companies do not provide their customers with self-service options, customers will have no choice but to directly reach out to the business. Leading to higher resource costs to the organization that must now respond to a high-volume of simple requests for support. All of which would could be solved with the right software.

Companies have been providing customers with a business portal for years, and as a result have seen many benefits, including:

• Empowered customers. Rather than relying on an agent to respond to a question, customers can log in and search for what they need the moment they need it.
• More time for difficult problems. The right solution can save companies the time and resources they otherwise would have been forced to spend helping customers solve simple issues. As a result, customer service agents have more time to spend dealing with complex issues or building relationship development with VIP customers.
• Better features. This includes features that email and other channels just aren’t capable of, including larger file limits, integration with knowledge bases and other self-service options, and more.