Let’s face it. We are living in a portal world. I was driving home from work the other day, thinking about the portals I interact with, and somehow turned Madonna’s “Material Girl” into my own version titled “Portal World”. Still a little work to do on putting together a complete song, but you get the idea. Whether it is booking a flight, performing online banking, or paying monthly bills, we all have various portals that we interact with on a daily basis. I had a great customer experience the other day with a credit card company. I was on their website trying to figure out where to submit my inquiry, when suddenly a pop-up chat window appeared asking if I needed any assistance. I quickly responded to the pop-up, and within three minutes my issue was resolved. There are all sorts of studies and numbers out there to prove the point, but multichannel customer service has certainly changed over the years and will continue to evolve. Giving customers multiple options to get assistance from your organization will be a key to overall success. Recent studies have shown that telephone support is still preferred but online mechanisms are growing in popularity. I expect to see that continue to rise as younger generations who seem pre-programmed for technology enter the workforce. Some of the factors for this growing change are the self-serve capabilities portals provide, and the speed in which these answers can be retrieved. Fifty percent of customer service interactions now begin online. If your organization does not have a strong online presence and cannot give your customers multiple options to get their answers quickly, your competitor probably will. Please reach out to us to learn more about CRM Vertex portals and provide your customers access to web self-service and multichannel support!
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