There was a time when people had no option but to call customer service for every query or issue. They had to put up with those long wait-times on the customer service line during peak hours. Further, the hours to call a customer service number were generally fixed.

A customer self-service portal primarily includes the following components:

FAQs
Online Community
Ticketing Service
How-to-Guide and Video
Knowledge Base Articles
User Manuals
Help Documentation
Search functionality
Chatbots
How a Customer self-service Portal Benefits
Reduces Customer Support Expenses
Enhances Productivity
Improves Overall Sales
24/7 Customer Support
Enhances Content Delivery
Boosts Website Traffic
Levels up Social Media Visibility and Outreach
More Cost-Effective than Other Customer Service Types
How to Make a Customer self-service Portal Better?
Define Clear Goals
Make Your Portal Easily Accessible
Organize Your Portal Well
Provide a Search Bar
Keep the Language Simple
Link to Relevant Support Resources
Keep It Fully Responsive
Enable Community Forums
Encourage Customers to Use Your Portal
Keep Your Support Team on Stand-By
Update Your Content and Include Videos
Include Onboarding Process

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