OA Systems Portals
Here's How a Customer Self-Service Portal Sets You Apart and Outperforms Your Competitors
88% of people expect organisations to have a self-service support portal.
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What exactly is a Portal?
A customer self-service portal is a branded website allowing customers to access information, perform tasks, and find solutions without direct assistance. Key features include:
  • Account management: Execute ongoing personalised mass text campaigns.
  • Knowledge base: Customers can view and have access to FAQs, tutorials, and knowledge base articles to empower self-resolution. including links.
  • Task management: Enable customers to complete tasks and submit actions on their own.
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    What is the importance of self-service portals in business operations?
    Self-service benefits both customers and businesses. Here's how a customer self-service portal adds value:
    Personalise the customer experience:
  • Offer a logged-in, authenticated experience tailored to each customer.
  • Address customers by name and display their past interactions.
  • Provide relevant offers based on activity history.
  • Surface recommended actions to facilitate common tasks.
    • Increased support:
  • Provide detailed answers on popular topics like order history and status.
  • Align with customers' preference for solving simple problems independently.
  • Link to other support channels for quick access to additional assistance.
  • Embed a customer service chatbot for additional support.
    • Free up support time:
  • Allow customers to handle common inquiries and issues independently.
  • Empower customers to become more adept at self-service over time.
  • Enable support staff to focus on more complex customer needs.
  • Provide 24/7 support at lower costs.
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    Omni-Channel Support
    Prioritise app accessibility for enhanced customer experience.
    With over 90% of internet users on mobile, apps offer seamless access.
    Consistency across platforms ensures a smooth user journey, allowing customers to pick up where they left off, regardless of the device.
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