What is a customer portal?
The customer portal is an online tool that allows customers to access information and services from the supplier. The idea of the portal is to provide customers with sources that can be used around hours, and also allow you to get support when and as needed with a minimum of waiting. The best examples of the customer portal contain elements that are proactive and reactive, allowing the retailer to predict the customer's needs and respond before these needs are reflected, and also respond to needs as soon as they arise.
When designing an efficient customer portal, there are several key features that should be included. One of the most basic is access to customer care. To this end, the portal often includes the ability to send an e -mail question directly to a customer service professional from the site where the portal is created. With some portal proposals, online access to customer care is provided in the form of a quick message tool, which may be particularly effective if customer PHe grows help immediately.
A well -designed customer portal will also allow customers to place orders online. This eliminates the holding time on a telephone connection and provides a chance to the customer visually check the order before the final sending. This feature allows you to place orders outside normal working hours, which is very useful.
Access to the account information is also necessary for the customer portal. Use security codes to access their information can determine the current status of recently placed orders, publish payments to account, current account balances, and the history of orders placed in the past. The ability to approach this type of data without having to make phone rooms and can not afford to wait for other available representatives.
It is not uncommon for the customer portal to be equipped to enable customers to register a complaintthose or concerns, as well as ask questions. Some portals allow customers to mark correspondence and determine the level of priority that can help speed up the response and start researching what has led to a situation that caused the customer a certain degree of inconvenience. This ability to quickly and efficiently manage customers can go a long way to end the customer's relationship and create an account with a competitor.
The exact structure of the customer portal will vary somewhat, based on the type of customers operated by the portal and the type of goods and services offered by the seller. One constant between all versions of the portal is that the function must seize the customer's voice and ensure that it is clearly heard, and the answers are offered as quickly as possible.