The revolution brought up by the digital transformation has caused businesses and customers to significantly change several working parameters. While there is an increasing number of customers, there is also an increase in the number of issues arriving at a company’s helpdesk. Because of this, customers have to face lengthy queues and call holds to get their concerned slots regarding an issue. Due to this, there are a significant fraction of customers wanting self-addressable and serviceable helpline portals. And it has been of huge success for businesses who were able to provide their customers with a strong self-service option. From any Helpdesk software having options of self-service, customers generally have high expectations regarding the quality and speed of service. And many factors affect the quality of service provided in your helpdesk. Let us see how Apptivo can help your business improve customer experience through self-service portals.
Main Benefits of Self-Service Portals
Self-Service is Cost-Effective
When self-service portals function as an option for the customers to resolve their issues, it reduces the need for expert support from your side. It is because if the customers can solve their issues by themselves, then the number of tickets will decrease significantly and so does the amount of support needed. Therefore, self-service portals are cost-effective as they reduce the amount of support staff needed for a concerned category of customers that readily use self-service options and resolve their issues.
Self-Service Improves Agent Productivity
When most of the customers prefer using self-service portals and get their issues resolved by themselves, customers with greater issues are left with the expert agents and those agents have more time to solve their issues. In this way, agents get more time with their customers, understand bigger problems and solve the issues in less time. It yields better care for those who need it. Conclusively there is a significant improvement in the productivity of your expert staff.
Self-Service Increases Customer Skills
When solving any issue on a self-service portal of a helpdesk, a customer gets to know about a variety of tools. It increases their knowledge and skills regarding a certain issue. For this, portals also provide the necessary means and tools to a customer for tackling a certain issue. With its use, the clients’ knowledge and skills expand and they are made capable of solving future issues too. It is beneficial for the customers as for future references they would be able to get access to the other necessary tools for similar issues.
Self-Service Leverages Personalized Information
From saving time and helping clients locating relevant information, self-service portals also result in helping clients solve their issues effectively by using their past data and suggesting accurate tools and methods based on that. With the customers having the benefit of personalized accounts in the portal, they also get the experience of a managed record of the services and products they own and helpdesk features related to them.
Self-Service Increases Positive Customer Response
When customers get access to easy resolving of issues, necessary tools, and expert guidance, they are strengthened with it. And this experience yields a strong brand reputation by giving the customers the best of personalized services. Most of the qualities of a self-service portal that causes the customers to give positive responses include a consistent knowledge base, a simplified and user-friendly interface, and multiple contact channels.
Apart from this, there are several other benefits of self-service portals such as it boosts the site traffic and enriches social engagement of the platform. With Apptivo’s CRM & integrated helpdesk, you can give your customers improved experiences.
How Apptivo HelpDesk helps customers?
Apptivo HelpDesk lets you manage client requests and tickets, saving you a lot of time and provides a great experience to your customers. Along with that, it has a lot of other free benefits too and one of them is the customer portal. It provides utmost convenience to your clients by giving you the control to manage all your contact data in a single place. Using the customer portal, the customers get individual accounts assigned to them that helps in tracking the progress of their assignment or ticket. Customers can log in to their account and update the status of their ticket and give them access to the most relevant information based on their account data. It further results in the reduction of inbound support calls, messages, and emails. Apart from this, Apptivo customer portal also has other benefits such as:
Provides Improvement in the visibility of customer information and easy access to real-time data
Features online payment methods making it easier to make payments
Removal of redundant data entry
Improvement in customer experience levels
Enhanced visibility of transactional information
Reduced communication traffic
Improved internal collaboration among employees
Apptivo’s HelpDesk is available for integration across all applications along with CRM software. Using our HelpDesk, you can give your customers the benefit of managing their data and tickets that results in significant improvement in customer experience.
The self-service option is the modern solution to the increased amounts of customer concerns and issues. It allows your agents to handle the customers having more urgent issues rather than coping with the customers having simple issues that can be resolved by themselves. In the conditions when the customers have small problems in which your agents don’t need to assist them, the self-service portal gives them the necessary means to solve them. Users login into the self-service portal and get the solution based on the information of their previous tickets. It also features a rather fast and effective fixing of customer issues. Hence, use the Customer Portal at Apptivo’s HelpDesk and make your customers solve their issues at the click of a button.