The best customer support portals are more than just web interfaces between a company and its customers. They are collaboration hubs, empowering a vendor to host its partners and clients to share ideas, come up with new strategies and innovate as a community.
Customer support agents can spend less time answering routine customer cases, and act as community managers to ensure:
Many companies are looking for omni-channel approach to customer service utilizing one of the many channels available, such as:
If you have a comprehensive, high-performance web presence in place, but want to scale up your customer self-service options, you have at least five possible paths moving forward:
Each of these options has its own distinct advantages and disadvantages. How you rationalize these factors will vary based on your business priorities, the technical resources you have available, and budgetary availability.
Customer service and support portals generally offer these benefits:
Considering options 1-5 above, you can probably achieve most of the functionality here with just about any CRM portal you deploy, provided you have enough expertise and funding available. The top ten key decision making factors which determines which portal path businesses should take are:
When you integrate the client experience with your internal case management system, such as Salesforce.com or Microsoft Dynamics CRM, you reduce calls and e-mails into your support center, drive down support costs and improve customer satisfaction. According to a McKinsey study, many companies have realized cost savings with forums and collaborative communities of over 80 percent.
When you combine the ease of deployment and management of a cloud based, collaborative customer portal platform with a powerful online CRM business solution, it’s a win-win for the company and its customers.
Are you reluctant to contract costly, extensive programming projects to deploy self service platforms on enterprise CMS applications like Sitecore or Kentico? Cautious about investing in costly CMS support, maintenance and/or licensing, like with Sitefinity and/or SharePoint? Your existing CRM might be ideal for your static content; but might lack interoperability with your business applications.
Though CRM applications were not built to act as a CMS, some CRM portals such as Microsoft’s CRM Portal (formerly Adxstudio) and Salesforce.com’s native portal platform require their customers to do just that. Purpose-built ticketing apps might be sufficient for small businesses with limited needs.
The Magentrix platform for collaborative customer self-service is at the nexus of ease of deployment, affordability and ease of business application integration. As a complement to an existing CMS deployment, or as a stand-alone customer service platform, Magentrix portals deliver customer service efficiency, minimize technology overhead and controls cost. Learn More about the Magentrix Solution.