What does your customer portal say about you?
We’re not sure many people give this question a second thought. They buy a service desk (or PSA) system and it comes with a portal which customers can use to monitor progress on open tickets and generally have a moan.
Your logo may be present, but in general, the branding is controlled by the system provider, really an opportunity for them to market to your customers, not you.
We also see two logins sometimes, one for the service desk portal to complain, and a second members’ area for documents, downloads, knowledge base articles etc. Just giving your customers more work to do..
We think about the customer portal differently. It is an opportunity to engage, communicate and even sell. Not as just a place to complain.
The process starts with the log-in page. In Harmony, you can fully brand your portal log-in, use your own images, colours, CSS etc, why should this page look any different to the rest of your website, indeed why should it even be a separate page on your website? This is old thinking.
The actual login form includes your Twitter feed so even before they log in, the communication has begun.
Once they access the site, the differences continue. The landing page can be customised as you see fit. You can use a combination of smart-tags and custom content to drive your messages home once they arrive. Style it so the change from your website and portal is as seamless as possible.
Why not insert images of the client team, the Account Manager, the Support Manager etc. so they know who they are dealing with? Want to insert a marketing video or include a satisfaction survey? No problem. This is all easy to do in Harmony.
Now what about content? Of course they need to access open tickets and add comments. But what about quotes, orders - can they request and approve work on-line? Sign orders, read specific knowledgebase articles and download documents, view invoices, access account statements etc?
With Harmony they can (provided their permissioning has been set-up correctly).
We believe every customer interaction needs to be as easy and productive as possible and the portal is a great opportunity to communicate your messages, encourage more interaction and help you promote your business and sell more. So, when you’re looking to change systems, don’t assume all portals are the same.
About the Author: Harmony Business Systems Ltd (HBS) is the company behind HarmonyPSA, the most complete cloud PSA software on the market. Developed with functionality to cater for even the most complex needs of MSPs, VARs, ISVs and Professional Services organisations, HarmonyPSA truly is the next generation of PSA systems. HBS is an independent company based in the UK. Follow HarmonyPSA on Twitter or LinkedIn