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Happy Support Staff, Happy Customers!

The blog talks about the benefits customer portals provide to your support staff as well as your company. Also, how they can make your customers happy! Read more...

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Happy Support Staff, Happy Customers!

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  1. Happy SupportStaff, HappyCustomers! Many companies have Twitter accounts. They use the platform to interact with customers, and sometimes solve theirqueries. Customers, in turn use the platform to show their displeasure and to alert others when a company gives them subpar service. Take alook: NocompanywouldliketoreadthisontheirTwitterhandle. Would you? Of coursenot! sales@crmjetty.com

  2. You can check the entire tweet thread and see how the customer is dissatisfied and feels cheated by a DTH connectioncompanynamedTataSky. You might also have had a similar experience withcustomer service from one or the other brand and would have gotten annoyed. After a point, you might’ve also reevaluated your decisiontopurchasefromthem. No one in today's time would prefer or even tolerate bad customerservice.Similarly,nocompanywouldevenwantto givebadcustomerservicetotheircustomers. Andnow,infact,customerswithoutgivingasecondthought directly go online and diss the companies as you saw in the aboveexample. If companies will not provide immediate support or solve customers’ issues on time, they will go online and directly raise their concerns publicly. This does affect a company’s reputation with its other users and especially with people who are still in the consideration stage. Because nowadays we all judge companies, their product/service quality, etc. on the basis of their online profiles, what their customers havetosay,andtheirGoogleratings. sales@crmjetty.com

  3. In the middle of all this chaos, there are employees who suffer. Especially the support department which provides 24/7supporttoyourcustomers. Support staff is one of the most important departments yet they get lessimportance. As an owner, it can be difficult to do a minute level of monitoring of your support department. Not only that but setting up an entire support staff also requires a lot of investment. An oversight here and there can cost you customers, social reputation, or even money. Moreover, as an owner, you might have seen your support staff getting irritated and exhausted because of the rude behavior of clients. This might have resulted in some leaving the companytoo. To overcome such issues and to make sure that your supportstaffishandlingyourcustomersproperly,wehavea perfect solution for youi.e. “Portals”. Yes! A customer portal is a one-stop perfect solution to your support staff’s day-to-dayproblems. IfIwereyou,Iwouldbethinkingwhatisit?Whyshouldyou useit?Orwhichcompaniesactuallyusethissolution? sales@crmjetty.com

  4. But don’t worry, we’ll be covering all your questions about portalsinthisblog.Let'sstartstepbystep. What is a CustomerPortal? Accordingtotheworld’sbiggestcustomerrelationship managementcompanySalesforce,customerportalsare: “Customer service portals are designed to be accessed directly by clients withoutthe need to involve a service agent. Accessible through the company website, these portals operate completely over the internet, and include functions, databases, FAQ pages, etc. that are open to the end user. Clients simply connect via a standard web browser, and are able to perform a variety of self-servicetasks.” Soundssomethingyourcustomerswilllove? Imaginebeingthereforyourcustomers24*7*365days withoutactuallyhavingtoinvestinahugesupportteam. Apartfromthat,therearemanyotherbenefits.Let’sexplore them. Why should you use a customerportal? Your customers might not want to talk with your support staff every now and then for the smallest of issues. Most of them would like to resolve the issues on their own usingan sales@crmjetty.com

  5. FAQ or a knowledge section of your website. Or they would ratherchoosetolivechatwithyoursupportstaff. • In such scenarios, customer portals will come to your rescue.Customerportalbecomesaone-stopdestinationfor your customers to get their queries resolved, talk to your staff if required, manage their profiles, quotes, orders, and much more. Because customers using the portal to get answers,here’showyoursupportstaff willbebenefited. • How will it help your supportstaff? • Less TicketGeneration • Having customer portals means that there will be fewer support tickets to handle. How? Because most of the issues that customers face, they would be able to solve them from the portal itself. This will give space and time to your support staff to attend customers more attentively and provide quality service tothem. • LessStaffing • Portals will reduce your hiring costs of the support staff. This directly means less operating and training costs for your company. You can invest the same money inacquiring sales@crmjetty.com

  6. newcustomersandtheportalsalongwithyoursupportstaff will retain them foryou. • Increase your Website’sTraffic • These customized portals can redirect the user to your website which in turn will increase the traffic of your website. • You need to make sure that your company’s website and portals have similar and good UI/UX and are user-friendly. When we say similar UI/UX, it means that you need to pay attentionto call-to-action buttons, screen transitions, button style, button texts, the actions, etc. Additionally, you have to make sure that you have your company’s logo, graphics,themesaresimilaracrossboththechannels. • TransactionHistory: • If the customer has done any online transaction with you, then they can easily check all the details from the online portal without having to call your customer support. They can even opt for live chat if they have any issues with the orderorplaceanexchangeorreturnrequestrightfromthe portal. sales@crmjetty.com

  7. This saves ample time of your support staff and reduces their burden. The same time can be invested in researching and learning something new that can help them enhance your customers’ journey withyou. There are many companies that use portals to handle their customers and decrease the workload of their supportstaff. Portalshelpcompaniestoenhancetheirbrandreputationas happy customers always have something good to say about yourbrandandtheybecomeyourpromoters. Well, in short, in the end, it makes everyone happy be it customer,supportstaffandyou. About us: CRMJetty is home to innovative customer relationship solutions. Our tools ensure that you can render enhanced interactions at each stage of your customer lifecycle. So, if youaresearchingforaportaldevelopmentcompany,weare heretohelpyouinbuildingtherightcustomizedportal.We have served in this industry for a decade and have built many custom portals like knowledge sharing portal, self-service portal, web development portals,customer portals, etc. Get in touch with us to create customized portals and we’ll help you kickstart your journey towards growing withportals. sales@crmjetty.com

  8. We have specific solutions as well like Dynamics CRM customer portal, SuiteCRM customer portal, SugarCRM customerportal,andmanymore. Source: https://www.crmjetty.com/blog/happy-support-staff-happ y-customers-sugarcrm-customer-portal/ sales@crmjetty.com

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