Empowering customers through self-service support platforms is one of the most exciting developments in the world of corporate relations. Today’s customers, whether consumers or businesses, expect prompt and personalized experience without question.
While B2C businesses might fare well with a simple knowledge base or FAQ, B2B industries tend to have larger expectations. It is precisely for this reason that your business must offer self-service portals as part of an omni-channel customer service experience.
Here are 5 reasons why a B2B customer self-service portal should be an essential part of your business.
#1. Reduce Support Request Volume
Generally speaking, B2B support teams tend to handle a greater number and variety of problems than B2C support teams do. But this doesn’t mean your customers are incapable of looking after themselves.
On the contrary, many common issues can be easily resolved by the client, provided they have access to the right tools and information. With a full-fledged knowledge base and self-service portal, your customers won’t need to open support tickets as frequently. This will help reduce the load on your support staff and free them up to handle more complicated issues.
#2. Enable 24-hour Support
For obvious reasons, B2B customers often prioritize service uptime and reliability. This means access to 24-hour support is a must. While some B2B organizations, such as those offering mission-critical services, must maintain a 24-hour support team, a self-service portal still offers them many benefits.
Not only do they allow customers to get the answers they need at their own pace – it also reduces your support team’s workload by reducing support tickets.
#3. Empower your Customers
While no B2B organization should ever consider self-service portals as a replacement for traditional customer support, they do provide an extra level of support that helps customers – albeit in a different way.
Instead of simply telling them what to do, self-service portals guide and empower customers by providing the tools and information they need to resolve many common issues themselves. As a result, your customers will be better equipped to use your products and services to their fullest potential and enjoy a better experience overall.
#4. Demonstrate your Understanding of Technology
We’ve already discussed the importance of being able to offer an omni-channel customer support experience. But it’s also important to underscore the consequences of failing to do so.
Failing to offer the support services your customers expect is a surefire way to reduce the sense of professionalism you project, and may even harm your organization’s reputation in the industry. Implementing a self-service portal helps prove to clients that you know what you’re doing and that you understand modern technology.
#5. Help Customers Visualize their Challenges
Providing customer support over a phone can be exceedingly difficult. This is especially true when explaining complex technical queries to customers who aren’t tech-savvy.
This is why you need a way to help them visualize their challenges through things like screenshots, videos and diagrams.
Because a self-service portal offers practically limitless possibilities in this regard, it is far more effective for helping customers address complex challenges, especially when combined with traditional support systems.