If you visit a website as a customer, you might have come across several ways to resolve a query. Sometimes it might be directing you to the FAQ page; other times, it might be about sending emails to a customer support team. All this can be overwhelming, considering there are several approaches for a single query.
In e-businesses, it’s necessary to have an efficient and proper workflow for customer interaction. And also, you won’t like to receive all your orders, queries, feedback, and services-related emails on one email id.
The best solution is to have a web portal. It helps you get out of this chaotic mess. It’s a single solution for all the customer queries and their order management.
When you consider web portal solutions, make sure it addresses the customer problems. A custom web portal development can make all the difference.
So, if you’re planning to build a web portal, make sure it’s custom developed. But don’t forget to add these features:
1. Interactive Dashboard
It’s the first thing that customers view on logging in to the portal. Thus, it’s wise that a dashboard provides a quick overview of all the essential things. Data categorization based on major tasks and activity history would also make it convenient.
Make sure that the dashboard provides a quick summary of all the data in simple visual representation. Avoid using complex hierarchies while presenting the data. Also, the dashboard should be tidy and clean. Everything should be organized systematically. Don’t forget to avoid lengthy messages on the front page of the portal. Lengthy messages will only distract customers from important tasks.
2. Data Tracking
We need tracking for orders, shipments, or support tickets. It’s an integral part of customer service. It makes it convenient for customers to know about their things or ticket status. And thus, you should include it in customer portals.
With tracking, customers can know about their support tickets and appointments. They can also send messages related to due tasks via email. Overall, the experience will make them feel like they are the priority.
The tracking feature will help them plan their schedule for the next tasks.
3. Multi-Device Accessibility
Nowadays, customers need mobility. They want to shop and access everything while on the go. The same rule applies to businesses. As an admin, you can’t afford to stick to the desk managing orders and tracking the sales. You need a solution that you can access from your mobile phone and so can your customers. Hence, web portal solutions must be mobile responsive.
While developing one, make sure it supports various devices such as laptops, smartphones, tablets, iPads, etc.
4. Knowledge Repository
The best way of customer support is to provide an extensive knowledge base which customers can refer to solve their queries on themselves.
When we talk about the knowledge base, it means FAQs, how-to guides, articles, videos, manuals, and other formats that can assist customers in resolving a query.
So, ask your web portal development to include a knowledge repository where you can add all the resources.
5. Business Logic
When you choose a readily available solution, the business logic is pre-defined. You can’t customize it according to your business requirements. To some extent, it may be according to your needs, but you can’t be sure that it would satisfy you in the long run.
However, if you go for custom development, you’ll have all the control over development. You can get it custom-built from scratch according to your business logic. Also, you can add activities and custom features based on users’ requirements.
Integrate a smart reporting feature. It will give you an overall idea of the business process and sales.
In short, a web portal should be scalable. It should support customer requirements and make their tasks easy.