What must a customer portal be able to do?
10 tips for a successful digital customer solution
What a good customer portal can do for you
A modern, sensibly organised customer portal is a double win for you, your strategic key to better customer relations AND more efficient service. With a customer portal, your customers have round-the-clock access to information, self-service functions and more, answers at the touch of a button – this increases satisfaction and saves your support staff from having to answer a lot of unnecessary questions. What does a customer portal need to be able to do? We have pooled our experience and give you 10 tips here that you should take to heart in order to create a customer platform that both delights your customers and optimises your internal processes!
Tip 1: Define goals precisely
Define clear goals for your customer portal right from the start. Is it about reducing support requests, implementing self-service options or centralising customer data? A precise definition of objectives creates the basis for a successful solution.
Tip 2: Put the user at the centre
Intuitive user guidance makes the difference between success and failure. Ensure clear navigation, fast loading times and a clear design. The easier it is for customers to reach their destination, the more satisfied they will be. The requirements for user-friendliness are broken down in detail here.
Tip 3: Success through personalisation
Rely on individual dashboards and customised content. Customers appreciate it when they immediately find relevant information and personalised views. To do this, your customer portal must of course be meaningfully integrated into your CRM. Talk to the experts about this!
Tip 4: Ensure security and data protection
Trust is the key. Ensure reliable SSL encryption, GDPR compliance and transparent data protection guidelines. Customers will only use your portal if they feel secure. You can find out more about what a customer portal must be able to do in terms of data protection at the IHK.
Get started with the customer platform now!
Tip 5: Seamless system integration
Your customer portal should harmonise perfectly with existing systems such as CRM, ERP and helpdesk tools. Ensure that data flows and company processes are optimised to avoid communication bottlenecks and frustrated customers and employees. Leafworks specialises in creating perfectly integrated customer portals.
Tip 6: Expand self-service options
Nobody likes to wait for answers! Enable your customers to resolve their concerns independently to the greatest extent possible. Knowledge databases, ticket systems and chatbots take the pressure off your support team and increase customer satisfaction.
Tip 7: Think about scalability
Plan flexibly, think about the future and your growth. Your portal should be able to keep pace with increasing user numbers and the integration of new functions. Leafworks is Zendesk DACH Partner of the Year for a reason – we are THE contact for future-proof customer service at the highest and most modern level.
Tip 8: Continuous testing and optimisation
Ask your customers, but also use A/B tests and usability analyses to find out what your customer portal needs to be able to do to maximise your users’ satisfaction – if you stand still, you will fall behind, and continuous development is essential for lasting success and an outstanding customer experience!
And what must your customer portal be able to do?
Tip 9: Stay dynamic and up-to-date
A customer portal is not a static product. Stay agile, listen to customer feedback and continuously develop your solution. Leafworks will support you in this and we will be happy to continue to be at your side even after your customer portal has been created.
Tip 10: Take customer onboarding seriously
Help your customers familiarise themselves with the portal. Anything that is not 100% intuitive to use should be familiarised to users through tutorials, webinars and interactive help pages, which makes it easier to use and promotes acceptance.
Conclusion
Sophisticated, modern and functional – this is how your customer portal becomes added value for customers and the company. It optimises communication, relieves your team and creates a modern customer relationship.
Are you ready to make your customer service fit for the future? Contact us – we will support you in developing a customised solution.
We want to exceed your expectations!
Extensive experience and in-depth industry knowledge make us the ideal partner for organisations of all sizes looking to drive growth and stay competitive. Rely on Leafworks to implement your customer portal and make your digital transformation a success.
Ready to take your customer portal to the next level? Contact us – we’ll help you develop a customised solution.
Robert Cwicinski
CRM expert
- CRM
- Automation
- Integrations
- Business Intelligence/BI
- Zendesk
- Digital Transformation
- Custom MVPs
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