The future of customer service is self-service, and businesses that have realized this will come out on top. The days when customers had to call or email companies to have their complaints heard and followed up are long gone. Nowadays, businesses have smartened up: they have started looking for customer service solutions that equip their customers with more variability. Similarly, companies are also looking for ways to automate their employee management and reduce dependency on calls, emails, and other manual processes.
To cut a long story short, companies want to provide their employees and customers with the option of self-service. Of course, for this, they require a self-service portal. Self-service is a great way to reduce the burden on your support agents while also giving the customers and employees the freedom to get to solutions themselves.
Allow me to tell you about the importance of self-service portals for Dynamics 365. There are two separate self-service portals: Dynamics 365 customer self-service portals and Dynamics 365 employee self-service portal.
Let's begin with a basic synopsis of the
Dynamics 365 Self-Service Portal
A Dynamics 365 self-service portal is an interface that can be compared to a website or an app, containing certain information and resources that enable users to look for solutions and clear up issues. The primary role of any CRM portal, or Dynamics 365 self-service portal particularly, is to help users tend to their basic needs without human interference. A self-service portal enhances an organization's agents and lessens their workload.
A great thing about self-service portals is that they save both money and time for the organization. When human resources are freed up, they can indulge in innovative thinking, work on more complicated problems, and help the company flourish. Moreover, it helps you build a community that teaches customers new skills.
Dynamics 365 Customer Self-Service Portal
It is clear that Dynamics 365 customer self-service portals help an organization by providing a self-service option to its customers. There are situations that may require assisted service, for which the portal has a feature.
Here's a list of resources that a Dynamics customer self-service portal provides:
Knowledge Base Articles
Knowledge base articles aid an organization as it reduces the amount of logged complaints because the customers can look for answers in the knowledge base article provided on the portal. This, in turn, leads to improved customer service and satisfaction levels as they don't have to go through the arduous process of generating a ticket and then waiting for their turn.
Forums can help your staff keep track of the customers' problems. Your staff participates in answering those questions. Over time, these answers pile up and create a public archive of references that others can use for the same problems.
The portal allows customers to submit support cases. This is a very important feature as it provides the organization with a means of communicating and interacting with its customers. The main advantage here is that customers can reach the customer support team if they don't find the relevant information to solve their problems in the given array of videos, knowledge articles, or blogs. This way, customers don't feel like they've been abandoned, and they can always reach out to a support agent.
Dynamics 365 Employee Self-Service Portal
A Dynamics 365 Employee Self-Service Portal gives your organization a way to help employees find specific human resources, access relevant information, and resolve issues.
A Dynamics employee self-service portal can provide you with the following resources:
Knowledge Base Articles
This is similar to the Dynamics customer portal. The difference here is that it contains information pertaining to the employees rather than the customers. Knowledge base articles will consist of general company information, rules and regulations, procedures, policies, emergency procedures, and other appropriate information.
Again, the forum functionality in this portal and the customer portal work similarly. The discussions presented here are about topics concerning employee self-service. Besides these, it may also consist of announcements, the company's goals, general topics, opinions, etc. These topics are the ones that employees can access anytime. The only difference here is that the forums in the employee portal are accessible only to the internal staff.
- Support Cases
Here, employees are able to fetch support cases for problems they may be facing in various things like calculating salary, system breakdown, etc. Generally, the cases are about the problems that the employees are facing. Based on the type of support case, the appropriate team takes action.
Benefits of a Dynamics 365 Self-Service Portal
The main benefit of the self-service portal is the foresight with which it solves customers' issues. This helps win over loyalty and increases trust in your brand. When you give information beyond the answers they will be looking for, it helps them learn more about your services and products. Moreover, a portal helps boost site traffic. Customers are encouraged to use your portal if you insert the link in your blog, FAQs, etc. A Dynamics self-service portal allows its users to personalize their accounts. Whenever the entity, a customer or employee, logs in, it can see its name, profile photo, and curated content on its homepage.
A Dynamics self-service portal enhances the productivity of customer service agents. Sometimes support agents are occupied with minor queries and fail to focus on the bigger problems. A portal gives them the space to focus on the major issues. This utilizes their time properly and brings more productivity to your business.
When you improve the customer support experience, it boosts your overall sales. Satisfied customers return for future purchases and contribute to the repeat purchase volume. Over time, these repeat customers become your word-of-mouth marketers.
Additionally, you can offer 24/7 customer support. You hit a snag if a customer needs help during shift change hours. This can be rectified with a customer portal. The customer can simply log in and find a solution for their problem - which helps greatly if the problem is self-solvable.
Furthermore, a Dynamic 365 self-service portal helps enhance your content management. You can keep track of all the queries and update the content duly. Taking it one step further, the overall customer support expenses decrease. A portal takes care of customers' common queries, which helps reduce the number of calls and emails and brings down the total expenses.
Social media outreach can work wonders for brand-building. A self-service portal takes your social media visibility and outreach a step further. It helps you participate in various forums relevant to your industry. Using all these social media channels, you can draw the audience's attention to your portal, which leads to increased visibility.
Why CRMJetty has the right solution for you
Now that you understand how a self-service portal looks, it is time to get one for your organization. PortalXpand, a
Our Dynamics 365 portal solution helps enhance your business operations and customer relationships. It provides a unified space to interact with your customers and channel partners, self-service support to customers, more flexibility to handle operations on the go, and improved security by providing role-based access. Moreover, it helps build an efficient sales pipeline.