There are plenty of reasons to consider investing in a customer success portal - a solution that can help improve several customer-centric aspects of your business. Customer success programs can provide great insight into the customer experience and help you understand inefficiencies and what areas to optimize. With the right strategy and implementation, there are many benefits in providing your customers with a portal.
The most helpful of all, producing the greatest return on your investment, will be the ability for a customer to self-serve. The ability to self-serve can lead to fewer customer support inquiries and fewer customer service requests - freeing up time spent per customer interaction and ultimately resulting in a happier customer experience.
Self-service features will not only impress and benefit your customers, but also help you cut costs and increase revenue.
So, here are the top 10 reasons why you should invest in a customer success portal for your business:
A collaborative portal can drive engagement with customers and help build strong relationships. Your customer success portal can help facilitate communication and promote the easy exchange of feedback. Organizations with great customer engagement have an 18% higher customer retention rate than those who don’t focus on collaboration and engagement. Furthermore, as little as a 5% increase in customer retention can increase a company's revenue by a whopping 25-95%.
Knowledge base articles
You can decrease call volumes to the support team by providing customers with a series of self-help articles. These articles can help customers easily find the right answers to their queries. Customers will also be further engaged and have the opportunity to discover opinions from experts on various topics.
A customer-facing help desk creates an automated ticketing process, which gives your support team the ability to quickly access, update, and resolve cases. Choose from a list of suggested knowledge articles relevant to your query — leverage knowledge base articles to prevent new, unnecessary cases from being opened. This set-up can deflect cases and help your customers feel empowered with immediate access to knowledge. A speedy and efficient system also ensures that your customers are happy with their experience.
With the various avenues of self-help made available with a customer portal, you can grow your customer engagement. The forum provides a way for customers to communicate with each other — and with you! Engaging with customers and answering their questions in a public space makes it easier for them to find solutions and resources they may be looking for. It also serves as another way to build strong relationships, helping the customer feel connected to your brand as a whole.
With a document library, you can streamline file-sharing with customers and conveniently provide items like contracts, logos, and templates. Your secure online library will house content assets in a centralized location and be accessible at all hours of the day.
Add value to your products, delight customers, and reduce churn with a comprehensive training module. Training through a learning management system (LMS) is a surefire way to provide your customers with added value.
That value, in turn, helps boost levels of customer success. Customer self-service training options create customers who are confident in the use and purpose of your product. Happy customers can then become your best advocates.
With ideation, you can gain valuable customer feedback to improve your product and customer experience. As your customers share, review, and collaborate on new ideas, you can learn what matters to them most. All of this is done in a way that keeps things focused on your products and services.
Get insights into key customer success and satisfaction metrics with the analytics provided in your portal. You’ll gain a deeper understanding of customer action and engagement which can help you identify the needs of your customers. Having access to this information will help with making adjustments where necessary.
Connecting with customers in a more interactive environment will boost retention and loyalty. In-person and online events provide ways to interact with customers and share any important news or updates. Use the “upcoming events” feature of your portal to ensure that your customers are staying informed about all the latest events you’re hosting, such as webinars.
Extend your CRM and access everything in one secure portal — whether you use Salesforce, SAP, Microsoft Dynamics, HubSpot or another platform. Information from one platform to the other becomes completely seamless, providing you with an enhanced overview of your customers.
Certain customer success portals, such as Magentrix, can also be integrated with Zapier to extend functionality even further. Magentrix portals can integrate with over 2000 apps through Zapier, allowing you to automate many of your tasks. For example, you can notify Slack channels if an urgent issue is raised, or if a customer is not happy with the outcome of a case.
Each of these features affects the way customers perceive and interact with your company beyond the purchase stage. By leveraging a customer success portal, you can help improve their levels of service, satisfaction, and support. Solutions like Magentrix can meet all these requirements and offer you a fully customized portal, fit to your company’s needs. Let us know if you have any questions and we can help recommend next the best steps