Customer portals are like email signatures - ‘property’ owned by you that is very rarely taken full advantage of. Rather than an afterthought (i.e. more than a simple, but non-functional place where customers come to be frustrated); your customer portal and its functionality should be automated.
Customer Portals are seriously useful for account self-administration. They save time-consuming phone calls and confused customers. But when done badly, Customer Portals can become a singular point of frustration, increasing call centre volume and wasting everyone’s very precious sanity.
Specifically if they conform to any of the below 11 truths:
Topics: Customer Portals