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OzzyG
Advisor
Advisor

Customer engagement, customer journeys, and customer support are key areas of focus for any well-set-up customer portal. These areas have the highest impact on the success of a portal because they directly influence the customer experience, which is a critical factor in driving customer satisfaction, loyalty, and retention.


By prioritizing customer engagement, a portal can create a sense of community and connection with its customers, ultimately leading to increased brand loyalty and advocacy. Customer journeys, which encompass every interaction a customer has with a company, can be optimized through a well-designed portal that anticipates and meets customer needs at every digital touchpoint. Finally, strong customer support capabilities, such as real-time chat, comprehensive knowledge bases, and easy-to-find contact information, can help to build trust and confidence with customers, leading to increased satisfaction and retention


Learn how to maximize your customer portal's potential by focusing on these 3 high-impact areas that boost customer experience.


 

1) Increased customer engagement


Customer engagement is important because it directly impacts the success and growth of a business. A few key reasons why customer engagement is so crucial are:




  1. Customer Loyalty: Engaged customers are more likely to be loyal to a brand and make repeat purchases, which can help drive long-term growth and profitability.

  2. Increased Revenue: Engaged customers are often more willing to spend more money, buy additional products and services, and make more frequent purchases, which can result in increased revenue for the business.

  3. Improved Customer Satisfaction: Engaged customers are more likely to be satisfied with their experiences, which can lead to positive word-of-mouth and increased referrals, helping to attract new customers.

  4. Better Customer Insights: Engaged customers are often more willing to provide feedback and insights, which can help businesses improve their products, services, and overall customer experience.

  5. Increased Retention: Engaged customers are less likely to switch to a competitor and are more likely to remain customers for a longer period of time, which can help reduce customer churn and improve overall customer retention.


 

2) Optimized customer journeys


Improving customer journeys can have a significant impact on the overall customer experience. By optimizing the journey, businesses can create a seamless, efficient, and satisfying experience for their customers. Here are a few ways that customer journeys can help to improve customer experience:




  1. Reduced Friction: By identifying and removing pain points and friction in the customer journey, businesses can make it easier and more convenient for customers to complete tasks, reducing frustration and improving their overall experience.

  2. Increased Efficiency: By streamlining the customer journey and making it more efficient, businesses can save customers time and effort, which can result in a more positive experience.

  3. Personalization: By personalizing the customer journey, businesses can create a more customized experience that is tailored to each customer's individual needs and preferences, improving their overall satisfaction.

  4. Increased Access to Information: By providing customers with easy access to information, such as account details, transaction history, and support, businesses can improve their experience by giving them the resources they need, when they need them.

  5. Improved Customer Support: By providing efficient and effective support throughout the customer journey, businesses can help to address customer issues and answer questions, improving their experience and building trust.


 

3) Streamlined customer support


Streamlining customer support can help businesses to improve customer satisfaction and reduce costs. Here are a few ways to streamline customer support:




  1. Self-Service Options: By providing self-service options, such as a knowledge base, FAQs, or community forums, businesses can reduce the volume of incoming support requests and help customers to find answers to their questions more quickly.

  2. Omnichannel Support: By offering omnichannel support, including email, chat, phone, and social media, businesses can provide customers with multiple options for reaching out for support, which can help to improve the customer experience.

  3. Automated Responses: By using automated responses and chatbots, businesses can respond to common customer questions more quickly and efficiently, freeing up support agents to focus on more complex issues.

  4. Integration with Other Systems: By integrating customer support with other systems, such as CRM and ERP, businesses can access customer information and history more easily, which can help to improve the accuracy and efficiency of support.

  5. Prioritization and Triage: By using prioritization and triage processes, businesses can ensure that the most critical support requests are addressed first, reducing wait times for customers and improving their overall experience.

  6. Regular Performance Evaluations: By digitally evaluating and tracking the performance of customer support, businesses can identify areas for improvement and make changes to streamline processes, reduce response times, and improve customer satisfaction.


 

Thanks. Ozzy

 

Additional information:

SAP for Me has been launched by SAP as a self-service customer portal platform for SAP customers and partners to improve the customer journeys and provide a superior customer experience. It provides a personalized, integrated, and intuitive experience to help users manage their interactions with SAP and access the information and resources they need. You can access SAP for Me via the website me.sap.com/home.


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