What Is a Self-Service Customer Portal and Why Is It Important for Customer Success-ngdesk.com

1. What Is a Self-Service Customer Portal and Why Is It Important for Customer Success In the digital era, customers have become increasingly self-sufficient when digging for an answer on the world wide web, thus, a knowledge base software is the need of the hour as it is an extensive online library of information about products, services, department, or subject matter. Customers can use it as a self-service tool to find the correct answers they are looking for, either through a google search bar on your main help center page or integrated within the products. The ten key benefits of Knowledge Base Portal are as follows: 1. Improves Agent Productivity: The significant resistance to productivity in the customer service as support agents takes time to search for answers. In this context a support agent spends 20 percent time for researching in their inboxes (as per the McKinsey Research) and other platforms like slack or asking their colleagues, thus, by building a centralized hub of knowledge base for your employees, you will significantly reduce the amount of time for seeking answers. Instead, you can focus on empowering the agent to perform at their very best, and the greatest part is that the entire organization will all be on the same page, as it will decrease confusion and errors. 2. Keep Knowledge Alive and Kicking: The products and services changes often, so does the fact you provide for your employees and customers. If you neglect your content, it will be flat-out useless for everyone, as a result, you need to revise your content every week. With a knowledge base system, you will have the freedom to edit, remove and write new customer solution articles under one organized system. 3. Leverages Employee engagement and collaboration: If you have a dedicated knowledge base, and a group of passionate support agents thus, creating content shouldn’t be a one-person job, as it is essential to collaborate and create the best content that will internally save their needs. Utilizing an internal knowledge base for your business can increase employee’s engagement by unleashing creative ideas that can benefit the entire company (i.e., troubleshooting a complex user issue with screenshots) to streamline the flow for everyone. (Know More) Follow US