Giving your agents the tools they need to successfully support customers is important for any business, but oftentimes customers want to handle things themselves before asking for help. In fact, our research found that 61% of customers prefer to start with self-service for simple tasks or questions. That’s where customer portals come in.
Customer portals are where your customers go on your website to handle issues and complete tasks without needing help from an agent. By offering customers a place to manage their account information, find answers to FAQs, and troubleshoot issues, you give them 24/7 support – not to mention also deflecting more cases by helping them get the right info on their own.
Let’s break down the basics of a customer portal – what it is, why having one is important, and how AI is already shaping the future of customer portals – and show how your business
Read the full article on Salesforce.org blog.
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