Whenever I talk to customers about their customer support operation, one topic creeps into our conversations. “How can I continually reduce load on a given support rep?”. My sarcasm kicks in and I go, “Why don’t you hire more reps?”, followed by a wink.
The real solution takes a little more time and effort than just hiring reps, and it costs far less. Some call it old-fashioned, some call it impersonal. But, whatever you call it, the customer portal is the quintessential way to reduce ticket load on your support reps.
Building an extremely detailed, success-focused knowledge base can be a tricky affair. But, you’ll get your gratification when you open it to your customers and create happiness instantly.
When we reach this point in the conversation, customers often say “Yeah. But then, they still have to raise a ticket to get access to the customer portal!”. Today, I have some good news on that front.
Till now, for a few reasons, security and otherwise, support reps had to give customer portal access manually to customers. Not anymore. Today, we’re really excited to announce direct signups for customer portals. You can simply point your customers to your customer portal. They can sign up directly and start using it immediately.
We think this would take you one step closer towards creating more happiness per ticket, and even when no ticket is raised!
Your customers who are currently using your customer portal will see nothing unusual. Their login credentials will work seamlessly. If you have any more questions, please feel free to check out this page.
This is our first announcement in the new year. But, you can expect a few big announcements in the coming weeks. Stay tuned for more happiness!