Customer Self-Service Portal: The Future of Customer Support There was a time when people had no option but to call customer service for every query or issue. They had to put up with those long wait-times on the customer service line during peak hours. Further, the hours to call a customer service number were generally fixed. Well, customers have become smarter over the past few years. They no longer want a full dependency on manual customer support. Instead, they seek information and figure out solutions to their problems by themselves first before seeking help. And the advent of the customer self-service portal has proved to be a game-changer in traditional customer support services. To cater to the demands of digitally native customers, most of the B2B and B2C companies have adopted a customer service portal. A survey says that 79% of those surveyed expect organizations to provide a customer self-service portal and tools. Before we proceed, it is important to understand the meaning of a customer self-service portal. A customer self-service portal is a website or application using which customers can search for answers to their questions and queries, place orders, generate complaint tickets, and more without human interference. A customer self-service portal primarily includes the following components: ● FAQs ● Online Community ● Ticketing Service ● How-to-Guide and Video ● Knowledge Base Articles ● User Manuals
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