Today, everyone is a consumer at bol.com or coolblue. These organisations focus on optimising the customer experience. In addition, their employees, who are internal customers and purchase services from IT, HR, fleet, etc., expect the same kind of experience from their service providers.
A Self Service Portal is in fact a kind of website where your internal customers can register and follow up on requests and problems. Can a Self Service Portal enhance customer experience or customer satisfaction? Many customers value a personal approach during live support. They want to feel that their request is handled with the necessary care and priority. A poorly designed Self Service Portal therefore quickly leads to a poor customer experience. Read more about the advantages of such a Self Service Portal and the key success factors for setting it up.
In these times, where remote working is becoming the new normal and employees are working outside office hours, support needs to be very flexible. For a company, it isn’t realistic to meet this need with a 24/7 service desk. Or at least without having to pay a hefty fee. However, the advantage of a Self Service Portal is that it is available 24/7. Customers can submit and follow up their requests here at all times. In fact, by setting up a knowledge management process, answers to frequently asked questions and/or problems become available to customers via the Self Service Portal. This way, employees solve their own questions and/or problems, without the need for human intervention by a support employee. This shift left ensures that customers are served even faster and more efficiently, resulting in higher customer satisfaction.
Finally, a Self Service Portal can also be used to give approvals related to requests. For example, an employee in your team requests a new laptop. Then it makes sense that you as team leader, whose budget will be used to pay for this laptop, must give your approval before ordering and installing it. The Self Service Portal then provides you with a clear overview of all your open and already processed approvals.
As already mentioned, the proper design and implementation of a portal is therefore a must if we want to enhance the customer experience. Some key success factors for a good Self Service Portal: