Empower customers with Self service portal

September 21st, 2017 Intech Systems Dynamics 365, Microsoft Dynamics

You must have seen self-checkout options at supermarkets. Self service portals are growing at a fast pace. Customers don’t want to waste their time standing in a queue and waiting for their turn. With increase in the availability and use of social media and applications, customers have become independent.
According to one survey, 50% of customers think it’s important to solve product or service issues themselves and 70% expect a company’s website to include a self service application. According to Gartner,by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human.

Why is self service on rise?

Customers are constantly on run. They don’t want to stay on hold over a phone or stand in a queue. They want instant solution to their problem. Today, they have become accustomed to follow few steps on an application or a portal and get their issues resolved. They are habituated to lesser human interaction.
Young generation is more inclined to such technology. They want to solve issues instantly. As a result the demand of self service portal is growing majorly from their part.

Make it user-friendly

You cannot just sit back and relax once you have provided self-service portal or such applications. You have to constantly evolve the portal. Make sure that your customers find your self service portal easy to use and user friendly. It won’t make sense if they mostly see the app not working or the clumsy interface. You need to research, plan, and design the portal in such a way that the burden on your employees lessen and your customers’ issues get resolved easily than before.

Show them how to use it

Just providing them an app or a portal on website won’t make their work any easier. Rather show them how it’s done. Manuals and videos will make them acquainted to your self service portal. Also, let them ask questions if they still have any issues. Try to give them enough information that they don’t get stuck and have to take your help. You can then analyse the user engagement, their feedback and improve the portal as per their needs.
In conclusion, Self service portal doesn’t mean leaving customers on their own but to help them wherever they get stuck. Just in a different way. Empower your customers to help themselves and lessen burden on your employees. Do more with Dynamics 365 for Customer Service.

About Intech

Intech Systems is a three-cloud Microsoft-certified partner that boasts deep expertise in providing digital transformation solutions for organizations by leveraging the Microsoft 365, Dynamics 365, and Azure solution stack. Intech is recognized as a top-tier Microsoft implementation partner globally and specializes in transformative technology solutions such as ERP (Enterprise Resource Planning), CRM (Customer Relationship Management), Business Process Automation, Business Intelligence, Cloud Infrastructure, Data Management, Productivity & Collaboration and Generative AI (Gen-AI) solutions. As a trusted Microsoft Solutions Partner, we are capable of doing complex technology implementations catered to an organization’s specific needs & also rapid solution implementation such as our Microsoft Dynamics 365 Business Central implementation packages. We pair our implementations with end-to-end customer support, offshore development & 3rd party integrations. With offices in India, USA (United States of America), and Singapore, we work with clients across globe to empower businesses with cutting-edge technology solutions. Our latest services aim at delivering business ready AI solutions to the customer, like our  Microsoft Copilot Consulting Services & Solutions for small, medium & large enterprises. Intech’s expertise lies in building software solutions for Manufacturing, Professional Services & Healthcare.  Our Dealer Management System, Sales and Service CRM for Manufacturing, Field Force Automation for Pharmaceuticals and Manufacturing Central are some of our leading industry solutions. Intech’s vision is to catalyze digital futures for operation-centric industries globally, we are at the forefront of innovation, helping organizations drive growth and innovation like never before. Contact Us to learn more.