How can you create an amazing self-service portal?

  • 26 July 2021
  • 1 reply
How can you create an amazing self-service portal?
Userlevel 5
Badge +8

According to Harvard Business Review, across industries, 81% of all customers surveyed attempt to take care of matters themselves before reaching out to a live agent.

However, having a mere self-service portal in place does not empower your users. A self-service portal is only seamless and efficient if you are giving your users a great experience.

Here are some quick tips to help you create an amazing self-service portal:

1. Take inspiration from a B2C e-commerce self-service portal

2. Make your self-service portal available and easy to access

3. Focus on making the self-service effortless

4. Take the mobile-first approach

5. Personalize your portal

To check out these tips more in details, read our blog:writing_hand_tone2:

Have more tips to share?? Comment below.

Check out the Virtual Coffee Chat session that focussed on 'Building a Self-Service Portal' and feel free to engage with the prompts and answers from your peers! :smile:

1 reply

Userlevel 6
Badge +9

For me, the key is to create a self-service experience that employees and customers want to use (not one based on IT's view of the world). Importantly it needs to be easier than calling the service desk to succeed.