What’s the difference between a customer service portal and a client portal?
Customer service portals and client portal are very similar, but they’re not exactly the same.
Customer service portals are typically business-to-customer (B2C) web apps that people can log into to access customer-specific information like account details, support resources, personal preferences, and community forums.
On the other hand, client portals are usually business-to-business (B2B) platforms where people can obtain client-facing information about projects like task status and invoice details.
Do I need to use tickets to activate my customer service portal?
No, you don’t need to use tickets to activate your customer service portal. Some businesses use customer service portals as customer relationship management (CRM) solutions, while others keep the two tools separate.
If you’re building your customer service portal with Softr, there are several ways you can deliver direct customer care. One of the easiest is by setting up List Blocks that let people submit customer service requests by filling out a form. You can even configure your list blocks so that customers can only see their own requests.
What’s the purpose of customer service portal software?
Customer service portals serve three main purposes:
1. They help businesses work more efficiently. Creating a customer service portal relieves support agents of mundane and repetitive customer service tasks, which ultimately saves businesses money and frees up their time to work on more high-priority matters.
2. They make customers’ lives easier. Ever experienced the sinking feeling that happens when you’re on hold with a company’s customer support team for a little too long? What about waiting several business days for client care to respond to an email? Customer service portals cut down on these kinds of typical frustrations—their self-service options give people the resources they need and help them solve their own problems. They also typically work well on a mobile device, so can be used on the go.
3. They boost engagement and create community. Even though they’re practical tools, customer service portals bring people with similar interests, problems, or circumstances together. Especially if you integrate a community forum or knowledge base articles into your web app, you’ll start to see customers interacting with each other and communities forming around your products.
How does a customer service portal work?
Customer service portals might sound complicated, but understanding how they work is pretty straightforward. Let’s break it down into a few steps:
1. A person searches for a company’s customer service portal and lands on their homepage.
2. They navigate to the portal’s login page, enter their credentials, and are granted access.
3. They explore the customer service portal’s interface until they find the information or carry out the action that prompted them to initially visit the app. For example, someone may visit a customer service portal to update their payment information, do so, and then navigate away.
Why are web app-based customer service portals important?
Web app-based customer services portals are important because they provide valuable information, solve problems, empower and educate customers, and bring people together.
Having a web app-based customer service portal is especially important because it’ll be straightforward to update, secure, and easy for people to interact with. If you build yours with Softr, you’ll also be able to put together a professional online customer service portal together in a matter of minutes without any coding necessary.
What makes for a good customer service portal?
There’s no one specific criteria that make for a good customer service portal. However, their most important function is allowing customers to obtain the information they need or carry out tasks that are beneficial to them.
When designing your customer service portal, consider the main reasons people contact your customer service agents. Then, brainstorm what kinds of solutions you could provide them with through a web app. That should give you a good idea of where to begin when trying to put together a customer service portal that will please the people you do business with.