Customer Portal Solution

To reduce onboarding time and stress.

• Step-by-step customer registration process.
• Digital document upload.
• E-signature capture and verification.
• Automated customer identity verification.
• Real-time multi-lingual translation for an international customer base.

To respond to customer inquiries.

• Multi-channel ticket submission via a web form, a live chat, phone, etc.
• Ticket response workflows: ticket routing, prioritization, resolution, escalation.
• Self-help knowledge base.
• AI-powered chatbot to address customers’ common requests.

To create a sense of community.

• Self-help customer forum.
• Topic categorization for forum and knowledge base, filtering by post popularity and date.
• Customer-generated product/service feedback.
• Customer experience surveys and polls.

To create content aimed at informing and educating customers.

• A content library.
• Diverse content formats: press releases, knowledge articles, user manuals, etc.
• No-code page builder.
• Content categorization and convenient search.
• Customer interaction with the content: a possibility to comment, share, subscribe to updates.
• Content versioning.
• Scheduled content publishing.

To protect the privacy of customer information.

• Customizable settings for regulated customer portal access (for customers and internal support agents).
• Compromised account alerts.
• Staff permissions for customer document access.
• Compliance with local laws and legislations (e.g., HIPAA compliance for storing and processing health-related information).

A customer portal allows customers to access their bank accounts remotely and make financial transactions online.

A broad set of portal capabilities typically includes:

• Downloadable bank statements.
• Online payment to third parties.
• Loan application and transactions.
• Money transfers (including between cards).
• Utility bill payments.

Tips:

• Enable auto log-out after user inactivity to prevent unauthorized access to your customers’ banking information.
• If you are planning to incorporate upselling in your banking portal, use machine learning and AI to tailor banking product/service recommendations individually and refrain from push-selling.

Via a portal, customers access products or services offered by a company and can make an instant purchase online.

For this type of a customer portal, full ecommerce functionality is needed, including:

• Product/service catalog management.
• Product cards.
• Shopping card and checkout.
• Online payment processing.
• Order management.

Tip:

• Mind the difference in purchase decision-making of individual consumers and business buyers to complement your customer portal with B2C- or B2B-specific functionality. For example, volume-based discounts will help to boost B2B sales, while personalized and time-limited discounts will likely encourage more B2C buys.

In the healthcare industry, customer portals can be designed for patients or healthcare institutions.

• Patient portals allow patients to drive and supervise their treatment, schedule in-person visits, consult a doctor via messages and video sessions.
• Medical solution providers or medical device and equipment manufacturers create user portals to sell their products/services, conduct online training events, organize training materials, and process service tickets from their clients.

Tip:

• Offer patients a possibility to fill in intake forms and symptom questionnaires via a portal to put a doctor in the picture in advance and make a patient’s visit more result-oriented.

Logistics providers share the responsibility for the continuity of supply chains of their clients.

The launch of a customer portal enables real-time control over shipping and transportation:

• Access to shipment documentation.
• Scheduling shipments.
• Tracking the shipment progress.

Tip:

• You can offer a possibility to set up automated email or text alerts regarding the status of critical shipments.

Insurance portals enable customers to apply for insurance, instantly submit claims, and pay insurance premiums online.

Such portals provide extensive self-service options to enhance client engagement:

• A self-service insurance premium calculator.
• Template-based creation of insurance applications, claims, policy updating and renewal requests.
• Paying premiums via a selected payment method.
• Overview of the policy portfolio and a history of insurance transactions.

Tip:

Consider using intelligent bots to help customers solve their operational, transactional, security issues 24/7 and drive high client satisfaction. AI-powered virtual assistants can automatically process 50%+ of omnichannel enquiries, which helps free your sales and support teams for high-touch interactions.

Investment companies need to make their activities transparent for asset owners and offer high degree of freedom for the clients looking to manage trading operations by themselves.

Investor portals provide investors with vast self-service capabilities and comprehensive view of portfolio performance:

• Real-time monitoring of investment positions across various portfolios and asset classes.
• Instant access to the available investment documents.
• Automated opening, confirmation, renewal, and closing out of investment transactions.
• AI-based recommendations on the investment portfolio optimization.

Tip:

Introduce a self-help knowledge base and a Q&A forum for investors to educate your customers on the complicated investment aspects, proactively provide support, and help investors achieve the much-desired financial success.

The main reason for customers to use a portal is convenience. Individual clients expect to easily find all the info they need without turning to agents.

Launching a B2C customer portal, think of the following capabilities:

• A loyalty program.
• Real-time content personalization.
• Self-service knowledge base with simple troubleshooting manuals for the most frequent issues.
• A feedback form.
• A possibility to schedule a callback or a visit of a field service agent.

The main reason for you to launch a portal is to establish stronger trusted relationships with your business clients. You can do it via:

• Tiered and bulk pricing.
• Controlled access to different functions with a configurable system of roles and permissions.
• Automated recurring services and scheduled ordering.
• Multi-address delivery.
• Possibility to contact an assigned sales rep.
• Credit payment.