A customer portal provides online access to information and services from a supplier, with features such as customer support, online ordering, and access to account information. It can also allow customers to register complaints and concerns, and should prioritize quick and efficient responses.
A customer portal is an online tool that allows customers to access information and services from a supplier. The idea behind a portal is to provide customers with resources that can be used around the clock, as well as allowing them to receive support as and when needed with a minimum of waiting. The best examples of a customer portal contain elements that are both proactive and reactive, allowing the vendor to anticipate customer needs and respond before those needs become apparent, as well as respond to needs as they arise.
When designing an effective customer portal, there are several key features that should be included. One of the most basic is access to customer support. To that end, a portal often includes the ability to send an email query directly to a customer service professional from the website where the portal is established. With some portal designs, online access to customer support comes in the form of an instant messaging tool, something that can be especially effective if the customer needs help right away.
A well-designed customer portal will also allow customers to place orders online. This eliminates waiting times on a telephone connection and gives the customer the opportunity to visually review the order before final dispatch. This feature allows you to place orders outside normal business hours, which many businesses find extremely useful.
Access to account information is also essential with a customer portal. Using security codes to access their information, customers can determine the current status of recently placed orders, the record of payments to the account, current account balances and a history of past orders. The ability to access this type of data without having to make a phone call can be especially useful when the customer needs to quickly review this information and can’t afford to wait on hold for the next available representative.
It is not unusual for a customer portal to also be equipped to allow customers to register complaints or concerns, as well as ask questions. Some portals allow customers to tag correspondence and designate a priority level, which can help expedite a response and initiate research into what led to the situation that caused the customer some discomfort. This ability to handle customer complaints quickly and efficiently can go a long way in keeping the customer from breaking the relationship and creating an account with a competitor.
The exact structure of a customer portal will vary slightly, based on the type of customers served by the portal and the type of goods and services the seller offers. One constant across all versions of the portal is that functionality must empower the voice of the customer and ensure that they are heard clearly and answers are offered as quickly as possible.
Protect your devices with Threat Protection by NordVPN
