Effective customer service delivered is key to successful enterprising. It is a consistent effort of every entrepreneur to innovate and offer customers with options beyond what the competition could conceptualize. A self-service portal is an enabler for end-users namely, customers, employees, suppliers, or partners for various purposes.
Previously considered as a cost-effective option, today it is regarded as an ideal option to target the new age users. In the current scenario, every business/company has a website, not just to promote the product, but be accessible for the amplified needs of the end-users and serve them proactively.
Today consumers want questions to be answered in a professional manner. They hate to share details every time they contact the company personnel and need response in a jiffy. Self-service holds the key to long term customer satisfaction. Nearly 90% of consumers expect companies to offer a self-service customer support portal, whereas 60% of consumers have a more favorable view of the company if the self-service offering is mobile-responsive.
Self-service can be adapted to the complete product buying process and not just a customer service phase. The major components of the self service portal are:

• FAQ page: A page wherein customers can find answers to the basic queries related to product features, shipping policy, return policy and others.
• Live Chat feature: Human element has no replacement, a live chat feature will help resolve the customer issues and provide customers targeted information.
• Develop an online customer forum: A platform which allows fellow customers to interact and find quick answers to the most common queries. It not only saves time and resources for business.

The biggest impact of using a self service portal is improved customer relationship, efficiency and a win-win situation for both customers and the enterprise. Today customers prefer to complete transactions themselves rather than having a human interface. Self-service portals work wonders for such instances and undoubtedly bring business value.
Image Courtesy: fenero.com

Effective customer service delivered is key to successful enterprising. It is a consistent effort of every entrepreneur to innovate and offer customers with options beyond what the competition could conceptualize. A self-service portal is an enabler for end-users namely, customers, employees, suppliers, or partners for various purposes.

Previously considered as a cost-effective option, today it is regarded as an ideal option to target the new age users. In the current scenario, every business/company has a website, not just to promote the product, but be accessible for the amplified needs of the end-users and serve them proactively.

Today consumers want questions to be answered in a professional manner. They hate to share details every time they contact the company personnel and need response in a jiffy. Self-service holds the key to long term customer satisfaction. Nearly 90% of consumers expect companies to offer a self-service customer support portal, whereas 60% of consumers have a more favorable view of the company if the self-service offering is mobile-responsive.

Self-service can be adapted to the complete product buying process and not just a customer service phase. The major components of the self service portal are:

• FAQ page: A page wherein customers can find answers to the basic queries related to product features, shipping policy, return policy and others.
• Live Chat feature: Human element has no replacement, a live chat feature will help resolve the customer issues and provide customers targeted information.
• Develop an online customer forum: A platform which allows fellow customers to interact and find quick answers to the most common queries. It not only saves time and resources for business.

The biggest impact of using a self service portal is improved customer relationship, efficiency and a win-win situation for both customers and the enterprise. Today customers prefer to complete transactions themselves rather than having a human interface. Self-service portals work wonders for such instances and undoubtedly bring business value.

Image Courtesy: fenero.com

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