{"id":6254,"date":"2020-09-29T19:22:12","date_gmt":"2020-09-29T18:22:12","guid":{"rendered":"https:\/\/www.n-able.com\/?p=6254"},"modified":"2021-07-12T13:35:03","modified_gmt":"2021-07-12T12:35:03","slug":"what-is-customer-portal","status":"publish","type":"post","link":"https:\/\/www.n-able.com\/pt-br\/blog\/what-is-customer-portal","title":{"rendered":"What Is a Customer Portal and Why Does Your MSP Need One?"},"content":{"rendered":"

If you\u2019ve ever been stuck on the phone trying to update an order or get an answer to a query, you know how frustrating it can be. Mistakes and problems happen, so rectifying them shouldn\u2019t be a time-consuming and challenging experience.\u00a0Customer portal software<\/a>\u00a0provides an alternative to dealing with inefficient call centers, providing users with quick and easy access to the answers they need, while also relieving pressure on your service team.<\/p>\n

This guide will help explain what customer portal software is, some of the key features it offers, and how popular it has become\u2014ultimately illustrating the many benefits of customer portal software for MSPs.<\/p>\n

What is a customer portal?<\/h2>\n

A customer portal is a central hub typically located on a business\u2019s website, providing customers with a single point of access for company information. Customer self-service portals usually also allow customers to establish quick and direct contact with the company. A basic customer portal may not require a customer login, but might simply serve as a source of general information available to anyone who visits the website. This type of portal might include a FAQ page, video tutorials, or a blog full of useful information.<\/p>\n

More sophisticated portals, on the other hand, are accessible only via a username and password. This means they\u2019re more secure, allowing companies to share private, account-specific knowledge with users. From the customer\u2019s perspective, customer portal software provides them with a one-stop-shop for online self-service support, enabling them to solve issues on their own when possible. For MSPs, customer portals are a cost-effective way to support customers by giving them access to relevant information\u2014even outside of office hours.<\/p>\n

What does a customer portal likely include?<\/h2>\n

Standard customer portal software will typically offer the following features:<\/p>\n

1. A KNOWLEDGE BASE<\/h3>\n

A knowledge base is simply a collection of content containing relevant information regarding a company\u2019s services or products, enabling its customers to access details that might otherwise require a phone call or other outreach. Your knowledge base should be organized so it\u2019s easily searchable by customers. Articles might include how-to blog posts, troubleshooting tips, and guides for getting started.<\/p>\n

2. FAQS<\/h3>\n

A\u00a0FAQ page<\/a>\u00a0is a list of questions customers typically ask about a company\u2019s services or products. These questions are paired with the relevant answers, often reducing the number of customer calls received by your support team. Questions and answers might cover a range of the most common customer queries that are easily resolved\u2014for example, your FAQ section might help explain how customers should utilize a self-service password reset feature.<\/p>\n

3. COMMUNITY FORUMS<\/h3>\n

Community and user forums are an important part of your customer portal. This allows customers to interact with each other in a way that\u2019s beneficial for everyone involved\u2014asking and answering questions, sharing insights gained from personal experience, and exchanging best practices. Support agents are usually able to monitor community forums and provide answers to questions when appropriate.<\/p>\n

4. TICKET SUBMISSIONS<\/h3>\n

If customers are unable to find the answers to their questions elsewhere, they should also be able to use the portal to establish contact with a support agent by submitting a ticket. This streamlines the transition between customers searching for information themselves and requesting assistance, mitigating the likelihood of them becoming frustrated or feeling unsupported.<\/p>\n

5. FEEDBACK<\/h3>\n

Customer portals also provide a great way of collecting\u00a0customer feedback, encouraging customers to make suggestions for product and service improvements. You can discuss customer ideas on a forum dedicated to feedback and suggestions, giving you ongoing access to a source of market research and audience insight. Surveys conducted via the customer portal can also provide valuable insight into technician performance and can help you identify areas for improvement.<\/p>\n

The rising popularity of customer portals<\/h2>\n

Modern consumers are increasingly self-reliant, and many prefer to find answers themselves instead of calling a support line. This means the demand for customer portal software has increased dramatically over the past several years. Here are some useful statistics that demonstrate just how popular customer self-service portals have become:<\/p>\n