{"id":179,"date":"2020-01-05T09:10:22","date_gmt":"2020-01-05T09:10:22","guid":{"rendered":"https:\/\/www.orlig.com\/?p=179"},"modified":"2020-01-05T09:10:22","modified_gmt":"2020-01-05T09:10:22","slug":"self-service-portal","status":"publish","type":"post","link":"https:\/\/orlig.com\/id\/self-service-portal\/","title":{"rendered":"10 Manfaat Teratas Memiliki Portal Layanan Mandiri Pelanggan"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">In the present digital age,<\/span> <a href=\"http:\/\/www.slideshare.net\/stevenvanbelleghem\/the-self-serving-economy\"><b>40 percent<\/b><\/a><b> of consumers prefer self-service <\/b><span style=\"font-weight: 400;\">over their human counterpart. Everyone is trying to harp on how important it is to be self-sufficient. Instead of assigning hundreds of personnel to cater to their users, brands are increasingly employing self service portals (SSP).\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As a business, their first need is to stay ahead of the competitors. This has led to them accept the newest bloke more easily, and they are trying to add flavours to differentiate their offerings from the rest.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So what is the hype all about and why should you care? Why are leading brands accepting SSPs so willingly?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In this article, we will discuss the meaning of self service portals, along with why they are needed and the benefits they serve to the organizations. Let\u2019s delve deeper.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">What is a customer self service portal?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A customer self-service portal is a combination of three parts:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">A place to view and log in\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">A plethora of useful articles<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Option to update and submit tickets along with a community forum which consists of answers to various user queries.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">All of these perform the same function, answering users\u2019 queries, albeit in a different manner. The hub of useful articles allows users to search for answers from amongst the listed content on the website.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<figure id=\"attachment_180\" aria-describedby=\"caption-attachment-180\" style=\"width: 1091px\" class=\"wp-caption alignnone\"><img decoding=\"async\" class=\"size-full wp-image-180 lazyload\" data-src=\"https:\/\/www.orlig.com\/wp-content\/uploads\/2020\/01\/Customer-Service-Portal_.png\" alt=\"Customer Service Portal\" width=\"1091\" height=\"318\" data-srcset=\"https:\/\/orlig.com\/wp-content\/uploads\/2020\/01\/Customer-Service-Portal_.png 1091w, https:\/\/orlig.com\/wp-content\/uploads\/2020\/01\/Customer-Service-Portal_-300x87.png 300w, https:\/\/orlig.com\/wp-content\/uploads\/2020\/01\/Customer-Service-Portal_-768x224.png 768w\" data-sizes=\"(max-width: 1091px) 100vw, 1091px\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" style=\"--smush-placeholder-width: 1091px; --smush-placeholder-aspect-ratio: 1091\/318;\" \/><figcaption id=\"caption-attachment-180\" class=\"wp-caption-text\"><em>source: Pinterest-CRMJetty<\/em><\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">The community forums let multiple users discuss to get rid of their problems and help others as well.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If all of it is inconsequential for the user, the view and submit tickets is his last resort. They can now send their queries directly to an expert instead of trying to solve it all by themselves. If you want to check the answer of a previously submitted question, you can find your history here as well.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Why is it needed?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A self-service portal is a hub of endless possibilities. Its parts and sections cater to different objectives and are beneficial in some way or the other for your business. Here is why we need self-service portals \u2013<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Engaging people in forums by letting them discuss their queries amongst themselves<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Directly reaching the customer care via tickets for those who aren\u2019t satisfied unless someone assures them.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Support for multiple product lines via a single centralised help desk to reduce redundancy and increase output.<\/span><\/li>\n<\/ul>\n<h2><span style=\"font-weight: 400;\">Top 10 benefits of self-service portals<\/span><\/h2>\n<h3><span style=\"font-weight: 400;\">1. Customer service cost reduction<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">The explanation of the point resides in the name of the service itself. As per <\/span><a href=\"http:\/\/www.oracle.com\/us\/corporate\/analystreports\/enterprise-application\/forrester-tei-atg-359304.pdf\"><b>Forrester Research and Oracle study<\/b><\/a><span style=\"font-weight: 400;\">, <\/span><b>self-service portals can reduce costs by up to $11 per call<\/b><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It is self-service as it makes a customer try and deal with his problems by looking for solutions in all the possible places. He will no longer raise unreasonable tickets to waste the agent\u2019s time, which will, in turn, lead to a reduction in customer service costs significantly.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">2. Teaches clients<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">As per the <\/span><a href=\"https:\/\/silvercloudinc.com\/blog\/the-best-customer-service-is-self-service\/\"><b>Silvercloud survey<\/b><\/a><span style=\"font-weight: 400;\">,<\/span><b> 91 per cent of the surveyed people are willing to use a knowledge base <\/b><span style=\"font-weight: 400;\">if it suits their needs. SSPs are a great way to enhance customer skills and knowledge.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It also encourages them to solve their problems themselves instead of looking for help from others. Besides, the articles section consists of a lot of to-do guides which have a step-by-step explanation for various issues.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Such guides also contain diagrams, flowcharts and screenshots to ensure that there is no hindrance for customers to understand the steps and the whole process. The community forum also includes a lot of tips and tricks from real users who have a first-hand experience of the company\u2019s products and services.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">3. Boosts web traffic<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">With the help of detailed guides and an active community forum, SSPs are a great place to hover for those enthusiasts who seek knowledge. Also, if the content impresses the potential clients, it can help in building trust and convert leads.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A self-service portal is a one-stop destination for all the information regarding any product or service. If a company is serious about making it useful, it can call in bloggers and writers to curate information on the company\u2019s behalf.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">4. Improvement in social media engagement<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">When you have fewer queries to answer, you automatically give your best shot to impress the customer. Employees take turns in responding to the questions raised, and they are more suitable to answer tricky questions.\u00a0<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone wp-image-182 size-full lazyload\" data-src=\"https:\/\/www.orlig.com\/wp-content\/uploads\/2020\/01\/social-media-engagement-scaled-1.jpg\" alt=\"self service portal\" width=\"2560\" height=\"1857\" data-srcset=\"https:\/\/orlig.com\/wp-content\/uploads\/2020\/01\/social-media-engagement-scaled-1.jpg 2560w, https:\/\/orlig.com\/wp-content\/uploads\/2020\/01\/social-media-engagement-scaled-1-300x218.jpg 300w, https:\/\/orlig.com\/wp-content\/uploads\/2020\/01\/social-media-engagement-scaled-1-768x557.jpg 768w, https:\/\/orlig.com\/wp-content\/uploads\/2020\/01\/social-media-engagement-scaled-1-1536x1114.jpg 1536w, https:\/\/orlig.com\/wp-content\/uploads\/2020\/01\/social-media-engagement-scaled-1-2048x1486.jpg 2048w\" data-sizes=\"(max-width: 2560px) 100vw, 2560px\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" style=\"--smush-placeholder-width: 2560px; --smush-placeholder-aspect-ratio: 2560\/1857;\" \/><br \/>\n<em>Source: pixabay.com<\/em><\/p>\n<p><span style=\"font-weight: 400;\">Organisations also use social media for marketing their knowledge base, so it reaches the maximum number of users. It also helps them to attract new clients and dispersing better information to the existing clients.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">5. Leverages personal information<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">SSPs allow personalisation of customer\u2019s account, which reduces the time involved and improves productivity. It also contains records of their past purchases, and with time, it can also be useful in suggesting relevant products that he may find necessary.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It also focuses on the point that the customer is an integral part of the business and will always remain so.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Not only that, but personalisation also helps the company in identifying core customer issues and address them ASAP!<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">6. Reduces agent workloads and improves output<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Without SSPs, customers are inevitably going to raise tickets for the silliest questions. It not only leads to wastage of the agent\u2019s time, but it also increases the work assigned to him.\u00a0<\/span><\/p>\n<figure id=\"attachment_184\" aria-describedby=\"caption-attachment-184\" style=\"width: 800px\" class=\"wp-caption alignnone\"><img decoding=\"async\" class=\"wp-image-184 size-full lazyload\" data-src=\"https:\/\/www.orlig.com\/wp-content\/uploads\/2020\/01\/reduces-agent-workloads.jpg\" alt=\"Reduce agent workloads\" width=\"800\" height=\"530\" data-srcset=\"https:\/\/orlig.com\/wp-content\/uploads\/2020\/01\/reduces-agent-workloads.jpg 800w, https:\/\/orlig.com\/wp-content\/uploads\/2020\/01\/reduces-agent-workloads-300x199.jpg 300w, https:\/\/orlig.com\/wp-content\/uploads\/2020\/01\/reduces-agent-workloads-768x509.jpg 768w\" data-sizes=\"(max-width: 800px) 100vw, 800px\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" style=\"--smush-placeholder-width: 800px; --smush-placeholder-aspect-ratio: 800\/530;\" \/><figcaption id=\"caption-attachment-184\" class=\"wp-caption-text\"><em>Photo by Lukas from Pexels<\/em><\/figcaption><\/figure>\n<p><span style=\"font-weight: 400;\"><br \/>\nIf you have an SSP in place, agents will no longer be dreading to switch on their devices when they enter their offices. Due to fewer tickets to answer, agents can allot more time for each ticket and carefully cater to each customer\u2019s issue.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">7. A spike in positive customer recommendation<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">With the help of self-serve portals, you get an increased chance of leaving a positive impact on the customers. If it is well-planned and well-executed, it helps in strengthening brand reputation by creating positive client interactions.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A large chunk of the online users hovers to the company\u2019s FAQ section when they have a question, which gives the organisation a considerable opportunity to reap the rewards out of it.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">8. 24*7 support for the customers<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">It is difficult for small and medium-sized companies to hire agents who are available 24*7. It can be a major headache for customers looking for immediate relief.\u00a0<\/span><\/p>\n<figure id=\"attachment_185\" aria-describedby=\"caption-attachment-185\" style=\"width: 800px\" class=\"wp-caption alignnone\"><img decoding=\"async\" class=\"size-full wp-image-185 lazyload\" data-src=\"https:\/\/www.orlig.com\/wp-content\/uploads\/2020\/01\/24-7-support.jpg\" alt=\"24\/7 Customer Support\" width=\"800\" height=\"533\" data-srcset=\"https:\/\/orlig.com\/wp-content\/uploads\/2020\/01\/24-7-support.jpg 800w, https:\/\/orlig.com\/wp-content\/uploads\/2020\/01\/24-7-support-300x200.jpg 300w, https:\/\/orlig.com\/wp-content\/uploads\/2020\/01\/24-7-support-768x512.jpg 768w\" data-sizes=\"(max-width: 800px) 100vw, 800px\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" style=\"--smush-placeholder-width: 800px; --smush-placeholder-aspect-ratio: 800\/533;\" \/><figcaption id=\"caption-attachment-185\" class=\"wp-caption-text\"><em>Photo by bruce mars from Pexels<\/em><\/figcaption><\/figure>\n<p><span style=\"font-weight: 400;\"><br \/>\nWith the help of customer service portals, you can ensure that the viewers get 24*7 support for their queries. The customers can help themselves by looking into pre-written articles, or they can head over to the community forum.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If nothing helps, the last resort would be to talk to an executive, which is a rare occurrence.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">9. It reduces the turnover time for each query<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">When you have so much information loaded on your site, a customer is less likely to wait for a human to address his issues. He will instead find the answers on his own which will reduce the time taken significantly.\u00a0<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone wp-image-186 size-full lazyload\" data-src=\"https:\/\/www.orlig.com\/wp-content\/uploads\/2020\/01\/reduce-turnover-time.jpg\" alt=\"self service portal\" width=\"800\" height=\"584\" data-srcset=\"https:\/\/orlig.com\/wp-content\/uploads\/2020\/01\/reduce-turnover-time.jpg 800w, https:\/\/orlig.com\/wp-content\/uploads\/2020\/01\/reduce-turnover-time-300x219.jpg 300w, https:\/\/orlig.com\/wp-content\/uploads\/2020\/01\/reduce-turnover-time-768x561.jpg 768w\" data-sizes=\"(max-width: 800px) 100vw, 800px\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" style=\"--smush-placeholder-width: 800px; --smush-placeholder-aspect-ratio: 800\/584;\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Besides, when he sends queries to the customer support desk, the turnover time of it will also be lower due to a reduction in overall questions.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">10. It makes the experience less-complicated as a whole.<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">In the absence of SSPs, you will have to fill a form where you have to specify your issues and then choose multiple options to reach the necessary personnel who can answer your query.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With SSPS, it is a much more streamlined and smoother process. If you are looking for step-by-step answers, you know the knowledge base will be the right place for you.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For those looking for first-hand experience and tricks, they will head over to the forum without looking at the detailed guides. If they are unable to find answers, they can raise a ticket.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Final Words<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A self-service portal is beneficial for the brands in more ways than you can ever comprehend. It gives users the power to answer their questions themselves without the need of a helping hand. It also breaks down the entire process into manageable steps to ensure that it is easier for you to understand. In the end, it lets you contact the service desk to solve your query in real-time.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As much as SSPs help the customers, they are equally beneficial for the brands as well. They improve the brand\u2019s visibility, helps them convert leads and improves their relationship with the customers. It helps them to stay within the budget by cutting unnecessary costs and freeing up personnel. So what are you waiting for and why? Get your self-service portal today.self service\u00a0<\/span><\/p>","protected":false},"excerpt":{"rendered":"<p>In the present digital age, 40 percent of consumers prefer self-service over their human counterpart. Everyone is trying to harp on how important it is to be self-sufficient. Instead of assigning hundreds of personnel to cater to their users, brands are increasingly employing self service portals (SSP).\u00a0 As a business, their first need is to [&hellip;]<\/p>","protected":false},"author":2,"featured_media":180,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_seopress_robots_primary_cat":"","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","footnotes":""},"categories":[24],"tags":[],"class_list":{"0":"post-179","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-trending-articles"},"blocksy_meta":{"styles_descriptor":{"styles":{"desktop":"","tablet":"","mobile":""},"google_fonts":[]}},"taxonomy_info":{"category":[{"value":24,"label":"Trending Articles"}]},"featured_image_src_large":["https:\/\/orlig.com\/wp-content\/uploads\/2020\/01\/Customer-Service-Portal_.png",1091,318,false],"author_info":{"display_name":"Daniel","author_link":"https:\/\/orlig.com\/id\/author\/daniel\/"},"comment_info":0,"category_info":[{"term_id":24,"name":"Trending Articles","slug":"trending-articles","term_group":0,"term_taxonomy_id":24,"taxonomy":"category","description":"","parent":0,"count":42,"filter":"raw","cat_ID":24,"category_count":42,"category_description":"","cat_name":"Trending Articles","category_nicename":"trending-articles","category_parent":0}],"tag_info":false,"_links":{"self":[{"href":"https:\/\/orlig.com\/id\/wp-json\/wp\/v2\/posts\/179","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/orlig.com\/id\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/orlig.com\/id\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/orlig.com\/id\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/orlig.com\/id\/wp-json\/wp\/v2\/comments?post=179"}],"version-history":[{"count":0,"href":"https:\/\/orlig.com\/id\/wp-json\/wp\/v2\/posts\/179\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/orlig.com\/id\/wp-json\/wp\/v2\/media\/180"}],"wp:attachment":[{"href":"https:\/\/orlig.com\/id\/wp-json\/wp\/v2\/media?parent=179"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/orlig.com\/id\/wp-json\/wp\/v2\/categories?post=179"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/orlig.com\/id\/wp-json\/wp\/v2\/tags?post=179"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}