Rather than making a call to a customer support specialist, a customer can enter their own requests, track them, and access a knowledge base of past requests and updated documentation. Past systems only allowed customers to perform very simple tasks such as accessing documents, but today’s portals allow users to interact directly with a company's customer support processes. The use of customer service portals has developed rapidly in recent years, and there is a much greater level of interaction. It is truly becoming an age of ‘self-service,’ and how your company navigates this market demand can mean the difference between satisfied customers or missed expectations. In a recent survey by Statista, 88% of respondents indicated that they expect a company or brand to provide an online customer service portal. In today’s connected world, customer portals are becoming more of a requirement than a nice-to-have feature for many organizations.
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