Customer Portal: Introduction and Objectives
Customer portals are platforms that are built for delivering a personalized experience to customers. They help users to manage and retrieve information on their own. In this sense, they are also known as self-service portals.
Customer portals can be used in both B2C and B2B environments. In the B2C scenario, customer portals help to address the basic needs of an end customer. For instance, in shopping portals, users access their dashboard to view order details, track product delivery, download invoices, file product returns etc. In the B2B scenario, customer portal addresses the needs of a specific type of customer. For example, in a dealer's portal, rather than accessing customer details, prominence will be given to placing bulk orders and managing credits.
Customer portal can be developed to meet various objectives. This include
Delivering an exceptional customer experience
Customers always like to be treated as being special. Customer portal facilitates delivering an exceptional experience to customers, which is not available in a normal environment. It can be enhanced accessibility, ease of use, personalized content etc. For example: If your online platform provides an option for your customers to place orders on the move from their mobile device or clear queries instantaneously with the help of a chat support, it will surely enhance their user experience.
Building brand loyalty among customers
Customer portal not only helps customers to manage and retrieve data but also help them to be in touch with your brand. This will not only foster brand awareness but also cultivate brand loyalty. Enhanced brand loyalty contributes to repeated sales and increased referrals. For instance, delivering personalized offers based on user persona will certainly build brand loyalty among customers.
Gaining insights about your target audience
Customer portal can help organizations in gaining insights about customers. This includes their purchase behavior, product interests, communication pattern etc. State of art analytic technologies used by customer portal can help in drilling down to the most sophisticated details about customer behavior. These insights can be used in framing strategic decisions on the business as well as the technology end.
Riding the digitalization wave
The whole world is moving towards digital. Digitalization in retail can bring in benefits like global accessibility, reduced human errors etc. Customer portal plays an important role in automating your business process and communication.
In short, customer portal bridges the gap between customers and organization at various levels of interaction. To learn how we can help you build a purposeful customer portal, do get in touch with us!