How Customer Self-Service Portal Resolves Your Support-Related Woes
Today, CEOs, directors, CFOs, or any other business executives do not hold all the control of a business, but the customer base itself is in charge of a business. Especially, in the subscription business market, customers pave the way for your business success.
You need to feed your customers importance, time, and support. Even after doing all of this, you cannot expect loyalty in return.
So, customer support is crucial for SaaS subscription businesses. That’s the very reason, SaaS businesses always need to have integrated chatbots to quickly communicate with their customers. They cannot afford to make customers wait. Also, tech companies e.g. Lenovo offer customers applications like the Lenovo Vantage app that help them in customer onboarding.
When it comes to support, customers need all-time availability of support representatives. Here, self-service portals play role in sharing the burden of customer support departments.
Also Read: Self-Service Payment Portal: Digitally Empower Your Clients and Simplify Account Access
Why Self-Service Portal Is Needed?
SubscriptionFlow experts are convinced on the point that self-service portals are the need of the hour for SaaS subscription businesses. And we are sure that the following facts will be convincing for you as well.
1. A Panacea to Customer Frustration
One of the major causes of customer frustration is the late reply from the customer support centre. And customer frustration is the ultimate cause of subscription cancellation. Today, even the customers are busy. Even if you offer OTT platform subscriptions, never think that your customer is free, and opt for OTT subscriptions e.g. Netflix for fun and entertainment shows.
Get it noted that customers are busy, and they do not come for customer support unless it is something out of their hands.
Thereby, do not make your customer frustrated to the point where there is no point of return. And self-service portal keeps customers satisfied for they make customers self-sufficient when it comes to resolving issues.
2. Speedier Problem Solving
Sometimes there are no problems, yet the customer perceives system technicalities as a problem. In that case, customer support centres have to entertain several calls even when there is no issue at all. To deal with such issues, self-service portals play a huge role in sharing the burden of support teams.
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Many SaaS businesses also integrate or link their self-service portals with the knowledge base so that their customers can quickly find the solution to the queries relevant to the system’s complexity. So, there remains no need to listen to on-hold messages. The customer becomes self-sufficient to deal with his own issues.
3. Money-Saving Solutions
Providing your customers with a self-service portal is also money-saving. How? Your customer support team will have less burden. So, you will need comparatively fewer resources to spend on your customer support. Most businesses need to keep their support services free. So, whenever, the customer interacts with the support representatives, he does not leave any value, but you need to spend time and money for this customer facilitation. When you have a self-service portal, you can control this direct interaction with the customer for which surely more resources are required.
Factors to Consider for Your Self-Service Portal
Now that the importance of the self-service portal is clear, you must know the factors that can affect the effectiveness of the customer self-service portal for SaaS:
1. Customer-Retailer Understanding
The more you understand your customer base, the better will be your self-service portal. To understand, your customer, you cannot just provide the self-service portal and let customers alone. You will track the activities of all customers to understand the issues that they might encounter. When you know the issues, you can improvise the self-service portal accordingly before the customer calls you directly.
2. Interactive Interface
The interface of the self-service portal should be interactive and comprehensible for the customers. You need to make sure the information that you are providing on the self-service portal is properly categorized so that customer easily finds what he needs. Also, it should be different from the user guide or the knowledge base. Though you can connect the self-service portal with the knowledge base, you cannot design it on the pattern of the knowledge base. Only then the self-service portal will serve the purpose of facilitating customers.
3. Simple language
The language that you use in your self-service portal should be simple enough. As it has been mentioned that there ought to be a difference between the knowledge base and the self-service portal. In the knowledge base, technical jargon is frequently used, but that should not be the case in the self-service portal. When SaaS customers have any technical issues, they need a quick, simple, and to-the-point answer. So, you cannot create stories in the self-service portal. Otherwise, there will be no use of the self-service portal. your customers will be calling your support representatives. You can also make things self-explanatory by adding images and infographics to your portal.
Last but not the least, do not forget to add the links to connect and communicate with the customer care or support representatives. If you are looking for a self-service subscription management portal, then SubscriptionFlow is here to cater to your business needs. Schedule a demo with us so that we can show you how a self-service portal powered by SubscriptionFlow can bring ease to your customer support.
