“There is only one boss. The customer. And he can fire everybody in the company from the Chairman on down, simply by spending his money somewhere else.”
Without customers, there is no company. And hence, excellent customer Service is the fundamental duty of any company. It is the personality of the company and the reason customers come back. If you are in a business, you must know the importance of customer service, irrespective of your domain. You know you cannot risk customer fulfilment at any cost. In fact, good customer service costs less than bad customer experience.
Today, people are fond of “instant things”. The instant gratification bug hasn’t excluded anyone. They want it right now! Which means, they want to have access to account/product information, at the same moment. If you want to deliver the most excellent customer experience, you need a well-managed Customer Portal. In case, your business fails to provide ready-access information, your customers will leave for one that does. And that’s the bitter truth.
A SuiteCRM Customer Portal helps you accomplish exactly that. With the help of a customer portal, you can empower your customers to be self-sufficient and it can work in your favor. Also, adding a customer portal to your website offers your customers with 24/7 access to their account. Moreover, they do not need to reach out to you directly. Today plentiful businesses are thriving and dominating their competition by deploying customer portal.
Some significant statistics Say,
80% of emails are a waste of time. Working from within a customer portal improves collaboration.
People spend 28 hours a week writing emails, searching for information and internal collaboration.
With 24/7 access, clients and team members can access their portal from anywhere, at any time.
16.2% of files uploaded to file sharing services contain sensitive data. Customer portals with bank-grade security ensure that you have maximum protection of your files.
Not yet convinced?
Well, I haven’t finished yet.
Here are some reasons why integrating a customer portal is a must these days:
A Boost to Productivity:
Automating and streamlining business processes can increase your bottom dollar. The clients can access important information such as contracts, proposals, quotes, or project plans via the client portal by both internal staff and external partners and customers, thereby providing a single source of truth. No longer they will find themselves in the sea of email traffic. And you can reduce the margin of errors, as the intranet will have the up-to-date version of important documents.
In addition, the tasks that you used to complete manually, you can now automate them. So, for example, you can accomplish placing orders with suppliers, through the client portal instead of phone or email.
A customer portal not only increases productivity, but also flexibility. With 24/7 access, clients and team members can access their portal from anywhere, at any time.
With a customer portal in place, you can increase the mobility of your business. When your clients and team members can access important documentation, keep up to date with internal conversations and follow important events coming up; they will not only be more engaged, but happier and more productive too.
Just like the phone, email and live chat channels, self-service is crucial for creating those positive interactions that will impress your customers and make them want to tell their friends about it.
Not just that. A successful self-service portal will also strengthen your customers’ opinion of your company.
Maximize Traffic & Visitors:
A well-functioning knowledge base can be useful to bring in more traffic and mark your brand as an authoritative expert in its field. Not only does this encourage your customers to trust you; but also increases the visibility and credibility of your brand by boosting customer outreach.
Capture Valuable Information:
Every interaction with your customer is important. It can either make or break the company. And therefore, one should never neglect that. Customer portal allows your company to capture useful information from the customer which can be key to successful marketing efforts and very important to your business marketing strategy.
Secure File Sharing:
16.2% of files uploaded to file sharing services contain sensitive data. It's also worth noting that 27.8% of users have uploaded sensitive data to a file sharing service; with confidential data being the most common type of sensitive data hosted in the cloud (47%). Implementing customer portal software with bank-grade security will ensure that you have maximum protection of your files.
Achieve Cost Efficiency:
With the help of a customer portal, you can reduce your overall costs that you might spend in serving repeated customers rehearsing the same queries and concerns. With a robust customer portal by your side, you can save a good amount of work hours and resources. Implementing self-service eases the ticket burden of other channels because it enables customers to resolve their issues on their own.
Enhance the Overall Customer Experience:
A customer portal can be a very useful tool for a customer to manage their stakes in the company. When they get all the information and desired services on their fingertips – they feel valued and taken care of. It drastically enhances the overall user interaction with your business. This builds trust and credibility in your business.
Not just that. Personalization is a powerful tool that you can harness to upsell items that they might love to possess. With the help of a customer portal, you can deliver personalized user experience which can help you in maximizing your sales and business.
When a customer logs in, don’t miss to greet them by name. You also might like to keep a record of what products or services they have purchased and display only the topics of expertise that will be relevant to them. This way, your customer will see that you are not treating them as one of the crowd, but as a valued customer whose preferences are unique.
While there are many advantages of using a customer portal – however, as it is with everything, it too has disadvantages. And although the disadvantages are half the advantages – let’s have a quick look at them:
When a customer comes to your portal, he is expecting help in the simplest, quickest, and the easiest way. Many customer support tools are incredibly complex and require advanced training to use them comprehensively. Such training can be time-consuming and sometimes even expensive. But when changing something as simple as a username becomes tricky – a customer won’t be comfortable using it anymore.
However, the good news is, you can keep it simple. There are many CRM development companies out there to help you out designing the UI which is much simpler and easier for the user to be accustomed with.
Deployment & Maintenance Cost:
While customer portals can prove to be much cost efficient, we should not miss the hefty amount incurred in deployment and maintaining the portal. The initial investment required for setting up your portal is a bit expensive, however, at the end, it’s worth it!
Lacks Personal Touch:
For many customers, support is the first interaction with companies after the sale. For this reason, customer service has become a loyalty battleground, with each company trying to out serve the others. When customers leverage self-service, it is not as easy to “wow” them. The best strategy is effortlessness. And that may not lead to the same positive word-of-mouth that delight does!
Questions That You Should Ask Before Purchasing a Customer Portal Software:
Developing and deploying a customer portal is indeed a big decision for any business. With so many alluring solutions available out there, it becomes tricky to decide which one would be the best solution that resonates with your niche.
Before making this big decision, here are the questions that you must ask before you invest your time, energy, and resources in your idea.
What Do You Need Customer Portal to Do?
Each company has different reasons and requirements for implementing customer portal. For example, if you are a small accountancy firm you will need a customer portal to securely share sensitive documentation with individual clients. However, if you were a giant ecommerce business – you might need a customer portal to deliver great customer service. Hence, it is important to be clear about your goals and objectives before you choose your customer portal.
Will It Be Easy to Deploy - & - Easier to Use?
Simplicity is also an important aspect you should consider while choosing the right portal for your business. Who are the ones going to use the portal most of the time? Is it your team or customers or vendors? Well, how Tech Savvy are they? Will they be able to cope up with it? No one likes to mess up with complicated things that make them feel stupid. Hence, it is essential to check if the portal that you choose is easy and uncomplicated to be accustomed with.
Does It Supports Mobile Devices?
In today’s “mobile-friendly” world, it is very important for your customer portal to be the same. Statistics say, “On an average, we spend 3 hours and 40 minutes on mobile devices each day.” Hence, when it comes to customer portal, it is essential to make sure if the portal supports mobile device or not?
How Often Will I Receive Updates and Upgrades?
This is again an important question that you should ask while purchasing your portal. Are you going to receive updates and upgrades from the software vendor? If yes, how often? Reliable and reputed companies offer regular updates and bug fixes – to keep your software up and running.
What if I Mess Anything Up?
To err is human. And messing things up; well, who isn’t afraid to do so? Especially, when you have just started working in and around a customer portal. So, if you get stuck somewhere, will the software company be there when you really need them? How friendly are they?
“An ounce of prevention is worth a pound of cure.”
If you know that the company you are dealing with, will be there when you need them – you won’t be worried even if you mess anything up.
How to Find an Ideal Company for Your Project?
Finding an ideal company which is reliable, honest, customer-friendly, and determined to deliver sheer excellence – was not easy earlier in 90s. Then what? We understood the severity of the problem and came up with AppJetty in 2012.
We sincerely believe in serving our clients and delivering robust web solutions that are durable, reliable and perform exceptionally well in any weather conditions.
One from our many robust creations is, SugarCRM Customer Portal. It has everything that you might possibly need. We strive to create something of value for most valued customers. We don’t end there. We believe in delivering the most amazing “after sale” support for our clients.
Our SuiteCRM Customer Portal can…
Be Easily Integrated with WordPress, Drupal, Joomla, PortalNest (a self hosted platform).
Easy to Use - With simple and attractive user interface, it is easy for users to operate and access the portal to find solutions.
Single Point of Operation - Let your customers manage their account right from the portal. Single Customer Portal for SuiteCRM creates single point interaction with service provider.
Work & Track: Manage your calls and meetings together on the portal and maintain its detailed records. It is visible to user along with the admin so that they can track all the activities.
Our Customer Portal is not only about the above mentioned feature. Our roster is full of enticing features that will help you dominate your competition and make your mark.
Let us know what you are seeking for, and it will be yours.