May 3, 2022 Empowering customers with Self-Service (Portals) 

It is a time when empowering customers to the fullest should be one of the highest prioritized solutions that a business must offer. Empowered customers help businesses gain earned media than paid and owned media. Earned media or word of mouth can take businesses to great heights is no hidden truth. In today’s times where digital transformation is breaking the glass ceiling with better solutions day after day, offering digital solutions that would help businesses perform more effectively and efficiently than ever is a need. And, Digital Transformation knows no other way! 

Customer Portal/ self-service portal is one of the rock and roll solutions digital transformation has brought. Simply digitalization is no longer any solution but it has become more about experiences, personalized digital experiences. 

“We do not want to push our ideas onto customers, we simply want to make what they want.” – Laura Ashely 

The quote above is an apt one that any of the businesses would want to offer to their customers with respect to customer self-service. In a similar vein, even customers are choosing self-service over traditional comparatively slow-moving support services. To add a fact-note, according to Salesforce Research, 89% of consumers are more likely to engage again after a positive customer service experience. And 78% of consumers will engage again despite any other teeny blunders. All for positive customer experiences! 

What is a Customer Portal and a Customer Self-Service Portal? 

A Customer Portal is a website interface to share mechanisms between an organization and its customers. This interface is a transparent and secure collaborative platform for communication. Customers can log in to the website to download, upload and view their data and interact directly with an organization as well as a community. Customer Portals on a digital experience platform provide a major benefit of personalization to your customers.  

The key goal of these customer portals is to increase efficiency and communication. It does this by adapting to automation in workflow, organizing, and managing the documents.     

Customer Portals empower customers with self-service, where they can generate a request against an issue only to resolve it on their own. This allows customers to personalize their customer experience and get immediate results on the troubles they face. Self-service for customer portals is prevalent in various industries – Telecommunications, BFSI, Hospitality, Automotive, Car lease & Rental to name but a few. 

How does a business benefit by adopting Customer Self-Service Portals? 

  • Businesses see a decrease in customer support costs with effective self-services 
  • Maximized work efficiency with workflow automation and document management 
  • Complete visibility into the actions of the company 
  • It helps to strengthen customer relationships and provides a transparent, secure, and open forum for collaboration 
  • Increase in customer retention rate/ increased customer satisfaction 
  • Increase in revenues 
  • Enhanced user experiences 

How can Liferay be the best-chosen solution for the Customer Self-Service Portal? 

  • A scalable and flexible user-friendly CMS solution 
  • Easy Integrations 
  • Organized workflows with automation
  • Omnichannel support 
  • Higher personalization and customization 

Liferay is a scalable and flexible digital experience platform for portal solutions. It has been declared as a Leader of Digital Experience Platforms 11 times in Gartner’s Magic Quadrant. We take pride in offering services and solutions, being a Liferay Gold Service Partners. At ContCentric, it is our priority to take care of the customer experience to every bit to make it better and better. We work intricately to craft personalized digital experiences for our clients! 

Unnati Raikangor

Unnati is a Content Writer with ContCentric's Marketing team, providing thoughtful ideas on technologies & trends. She is an experienced contemplator who embarked on a journey to complement the line of business with her writings.

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