support philippinesMany customers are now looking for self-service customer care options rather than calling or sending an email right away.  Though it may seem to the contrary, providing a self-service customer support portal should not be perceived as a threat to your other customer service channels.  Rather, this is one way of increasing customer satisfaction while at the same time, streamlining your phone, chat and email customer support for more urgent and sensitive issues.  


Here are six best practices when setting up your self-service customer support portal:

  1.  Focus on the most common questions and issues of customers – The main purpose of customers for visiting this site is to find the answers to their questions and to find the solutions to their issues.  Make sure that you thoroughly research on which information many customers are looking for and provide this on the site.  Give as many details as you can and include links, how-to videos and photos when needed.


  1.  Include a community or forum section – A community section in your site is useful for customers to share their insights and experiences.  If the solutions to their issues are hard for them to find in your FAQs, the next place they will likely turn to will be the community or forum section where they can hear from other customers or product users like themselves.


  1.  Make the portal or website mobile-friendly for all kinds of smartphones and tablets – Being able to access your portal from any device makes it convenient for customers to resolve their issues anytime and from anywhere.  Optimize your portal or site so that graphics and content can be clearly viewed.


  1.  Spread the word and let customers know about your self-service option – Especially when you’ve just recently launched your self-service feature or made some upgrades, you need to let customers know how to find your portal.  Link it to the other pages on your site, or announce it on your social media accounts.


  1.  Update the content regularly – Just as you can work on improving your customer service and increasing customer satisfaction, you also need to aim for satisfaction in your self-service feature.  Be aware of what customers like and don’t like about your self-service portal.  Get their feedback regularly so you can implement any necessary modifications and check on which information is most viewed by customers so you can add to those.


  1.  The portal or site should be user-friendly and easy to learn Choose a layout that’s easy on the eyes and makes it convenient for customers to view your information in an organized manner and spot important data.  A search bar on every page is a must in order for customers to save time and quickly find what they’re looking for.  Categorize and group together similar issues and make subject titles clear and specific.


There will be times when, while using the self-service portal, some customers may decide that they need more assistance or need help urgently.  This is why you should not neglect to include a link that allows customers the option to email or chat with customer service representatives directly.


If your resources are limited to maintain both traditional customer service channels and a self-service portal, you can partner with a BPO service provider since outsourcing reduces labor costs.  Forward BPO is a call center company with expertise in technical support, multi-channel customer service and sales among other fields.  Call us today.