5 Benefits from a B2B Customer Self-Service Portal

A customer portal, also known as a customer self-service portal, is a website that allows customers to get online support without needing to talk with anyone. Your customers will be able to access the b2b customer portal and submit support tickets. They can also download resources.

5 Benefits from a B2B Customer Self-Service Portal

1. Customers Expect It

Perhaps the most compelling reason to set up a customer service portal is that customers expect it.

90% of customers would expect an online self-service portal.

You may have realized that while expectations are high, many B2B organizations do not take these demands seriously.

In actuality, self-service interactions have taken over all other channels for three years running.

A majority of customers say they have stopped doing company with a company for poor customer service. The lack of customer self-service options plays into these numbers.

But let’s not forget that a self-portal should never be used as a replacement for traditional customer service. A self-service portal should only be part of a larger customer services strategy that allows seamless omnichannel interaction.

Self-service portals are more than just telling customers what to go do. Instead of telling them what to think, they guide and empower customers by giving them the tools, information, and guidance that they need in order to solve many common issues.

Your customers will therefore be more equipped to utilize your products and services to their full potential and will enjoy a better experience overall.

2. Lower Support Costs

Do you like to save money? A customer self-service portal is the best option if you like to save money.

You can save a lot on support costs by having a customer service portal. Customers are statistically more inclined to take the initiative to discover answers to their questions by themselves if they have the tools. This is a good thing for you, as your support tickets will be less frequent and you’ll make big savings.

A peer-to-peer support forum can be implemented as part of customer self-service strategies. It will help you harness the power of crowdsourced support. Your customers will take care of your questions, so your team will have less time to answer customer questions.

3. Fast Service Everywhere, Anytime

Customers expect speedy service across all devices and at all times. This is a simple truth.

This means that in order to offer quick, 24-hour support and not have to pay your staff, you must provide a customer service portal.

Customers don’t like waiting to get answers. Your customers will be satisfied if they have a self-service option.

4. Reduce Churn Rates

Customers don’t want or need to speak with you or any customer service representative. And customers will do nearly anything to avoid doing so.

You could find them switching to your competitors if they don’t have options for service.

If you provide customers with a self-service support portal, they will be able to access the information they need. Happy customers are more likely to stay. This will help you reduce your churn.

You can give them the ability to not to speak directly to your reps, and that’s it.

5. The CX Has Risen By a Great Deal

All of these benefits, combined with a customer self-service portal, resulting in an improved customer experience.

Simply put, customer service refers to the customer’s experience. It describes how the customer perceives your business and how it treats them. A positive customer experience results in increased engagement, customer loyalty, and retention.