A customer portal is a personalised website offering customers a single point of access to relevant company information and self-service options.
When problems occur, questions arise or issues related to your products or services need to be addressed, your customers depend on you to provide reliable service and support options. Contact centres and support agents can help ensure fast and effective remediation. However, sometimes the effort of picking up a phone, sending off an email or even reaching out through social media can end up negatively impacting the customer experience. After all, customers want low-effort solutions, and often, that means handling things on their own.
Customer portals place the customer in the driver’s seat, offering a single, personalised location where they can access the entirety of your business’ self-service functions. Through the customer portal, users can view and update account information, submit and review cases, access your knowledge base, interact within your community and submit common requests from a catalogue of service and support options.
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 competitive necessity.
Customer portals take self-service further, eliminating barriers, bringing resources and channels together in a single location, and personalising experiences for individual customers.
ServiceNow Customer Service Management (CSM) is revolutionising customer self-service. Built on the industry-leading Now Platform, CSM improves support efficiency and effectiveness, and gives customers the expanded self-service options and support they crave.
Learn more about CSM with ServiceNow, and see for yourself just how far the right customer portal can take you.
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