7 Features Every Customer Portal Should Provide
When it comes to your customer's business communications, the interface that they use to manage them makes all of the difference.
Not all customer web portals are created equal.
We’ve identified the criteria you should look for in order to deliver the best customer experience and the highest level of productivity.
1. Integrated Technology
Businesses today have a plethora of communication services beyond their phone system, like fax, video, audio and web conferencing software, chat, email and toll-free services. Fortunately, gone are the days where you need multiple systems and logins to access and manage them all. Customers are looking for a unified communications system that is supported by one platform that will centralize all of their services and offer a single-point of access to everything they need.
2. Intuitive Design
Time is of the essence, so having a customer portal that offers a modern, user-friendly design that is easy to manage for both managers and employees and does not require any IT support will save your customer's time, money and hours of aggravation.
Today’s workforce is mobilized. No one can afford to be tied to their desk phones or computers, so the platform to manage their critical business communications needs to match this new world of work. The web-based customer portal you recommend should be accessible and work the same on each of your customer's most relied upon devices: smartphones, laptops, tablets, IPads® and desktop computers.
4. Permission-based Controls
When it comes to a business’s communications, different employees and departments require different functions and levels of authority. Providing a customer portal that offers customizable user profiles based on user personas allows administrators to grant employees access to only the features that are applicable to their role. This gives employees the ability to self-manage features and managers the piece of mind that they are still in control.
Simple and fast is what we are all looking for when we manage anything related to our business. A customer portal should offer user-centric technology like drag and drop capabilities, click-to-dial phone numbers, the ability to upload, listen to and record greetings, pay bills, view call history, listen to voicemail and import contacts, all from one central website.
With multiple site locations and communication services, it can be challenging to manage issues and contact support for each service. A modern customer portal should have include one-click access to support, the ability to chat live, open and view support tickets, access the provider's online community and view how-to videos and support collateral for each of service.
Many companies have multiple locations and employees that travel, so finding a platform that supports all of their communication services and can increase connectivity across their sites is a win-win. Features like real-time presence that showcases the availability of each coworker before they contact them and the ability to initiate or join a video conference with just one click, allows your customer's to collaborate easily no matter where they are.