Self-service customer portals are a great way to boost your business. They provide customers with a convenient and efficient way to access the services they need without having to wait for assistance from personnel. It can also be a great way to save money by streamlining processes, as well as increasing visibility into customer activity. Companies that prioritize customer service and provide seamless experiences have a significant advantage. In this blog article, we will explore the benefits of self-service portals, backed by industry statistics, and explain our own strategy for developing one.
The Shift towards Self-Service
According to a survey by Zendesk, 67% of customers prefer self-service options over speaking to a customer service representative. The Harvard Business Review reports that 81% of customers attempt to resolve issues themselves before reaching out to a live representative. These statistics highlight the growing demand for self-service solutions in various industries.
Increased Customer Satisfaction and Repurchase
Effortless customer service interactions play a crucial role in customer satisfaction. Research by Gartner reveals that if customers have a hassle-free experience, they are 94% more likely to repurchase a product or service. Additionally, Salesforce reports that 91% of customers are more likely to make another purchase after a great customer service experience. By offering self-service portals, businesses can meet customer expectations, leading to increased loyalty and repeat purchases.
Mobile-Optimized Experiences
In today's mobile-centric world, customers expect convenient access to services on their smartphones. A study by Forrester indicates that 63% of customers use mobile devices to seek customer service. To meet this demand, companies should invest in mobile-optimized websites, apps, and chatbots. By providing seamless mobile customer service experiences, businesses can enhance customer satisfaction and engagement.
Impact on Retention and Profitability
Customer retention is a critical driver of business success. According to Bain & Company, a mere 5% increase in customer retention can result in over a 25% increase in profits. Moreover, Freshworks' survey found that 91% of consumers would use a self-service portal if it met their needs more quickly. By implementing self-service customer portals, companies can improve customer retention rates and boost their bottom line.
Streamlined Business Processes
Self-service portals offer numerous benefits beyond customer satisfaction. By allowing customers to manage their orders, purchases, and payments, businesses can reduce employee time spent on repetitive tasks. The automation of processes, such as order planning, stock balance adjustments, and handling bad debtors, helps streamline operations, minimize paperwork, and improve cash flow. This, in turn, leads to increased efficiency and productivity.
Tailored Solutions for Different Industries
Midis, with its vast experience across various sectors, offers individual customer portals tailored to specific business requirements. From woodworking to healthcare, wholesale, and retail to public administration, Midis has successfully implemented over 400 projects in just three years. By utilizing ready-made CRM/ERP systems as a base, such as Next ERP, Odoo, MS Dynamics 365, and others, Midis ensures a robust and customized solution for every industry.
The Midis Approach to the Self-service Portal Development
It starts with an acquaintance phase where the best Midis experts evaluate the situation and then moves on to strategy consulting, which involves coming up with solutions and designing business process schemes. After that comes full cycle development, including gap analysis of IT projects and design/estimation of individual services, and a list of integrations.
The Midis team then goes about assembling a team of professionals, programming using the Agile Scrum methodology, and conducting acceptance tests, safety tests, and load tests. In short order, training and implementation follow with the re-evaluation of process KPI improvements to ensure success. Finally, maintenance and service are provided to keep the system running smoothly.
Conclusion
Using a self-service customer portal can have many advantages for businesses. With the right approach, businesses can enjoy increased efficiency and profits, as well as improved customer satisfaction.
We understand the importance of staying up to date with evolving technology and the impact it has on business operations. Therefore, our team is dedicated to providing you with the latest solutions that are secure, reliable, and cost-effective. The end goal is to create an efficient system that helps your organization stay competitive in today’s ever-changing digital world.
Midis offers an all-inclusive package with everything needed for successful self-service portal development in one place.
It's time to join the growing list of businesses that have embraced digital transformation with Midis! Contact us today, and let’s get started on creating solutions for your business.