Gone are the days of the passive customer; modern customers are
capable, informed, and tech-savvy, and they want answers on their time
and are comfortable using self-service options. In many cases, customers
who reach out to support agents only do so after attempting their own
troubleshooting and online research. These customers want fast answers
and straightforward solutions that won’t require them to stay on the
telephone or wait for an email response.
Today’s customers expect a certain level of self-service
availability. At the same time, they expect consistency and
ease-of-access, regardless of the channel (or channels) they use.
Successful businesses are those that are able to consistently meet or
surpass customer expectations, making good customer self-service a
Customer portals take self-service further, eliminating barriers,
bringing resources and channels together in a single location, and
personalizing experiences for individual customers.