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.