Gone are the days where businesses staffed call centers and account executives managed every incoming order and client touch point. With online banking, shopping and pizza delivery, your customers now expect to be able to quickly order products and services and then check on the status of delivery or their case whenever they want.
Here are 3 major benefits we see time and time again when our clients create customer self-service portals.
Your customers are expecting to be able to interact with your products and services as quickly as possible. When you provide your customers with an online portal designed to simplify their interaction with your organization their view of your level of customer service increases dramatically. In addition, you’ve reduced the barrier to interacting with your products and services.
Customer online portals, when designed correctly, should clearly communicate the available services (or ways of interacting with your organization) and the status of their orders, deliveries or cases. This transparency builds trust between you and your customers while increasing your opportunities to easily engage in even more business.
The clarity the customer can gain without having to call, email or otherwise engage with your organization significantly reduces expensive labor hours. This allows your employees to focus on delivering the best product and service possible. Your customers can get answers to their own questions and your employees aren’t on the phone answering simple questions and constantly checking emails.
Are you satisfied with the amount of time your employees spend on the phone or in email answering customers questions? Is the current customer support process meeting your customers expectations? If you believe your customers deserve better and your organization can provide more, give Scenario 77 a call at 260-310-2291 or book an appointment to start discussing your online portal needs.