Customer service in the modern day business environment is no longer about responding to questions. Customers want to get quick responses, be able to access information, and have personal services without having to wait in a long email chain or hold on the phone. Companies that do not deliver on these expectations may lose clients to other companies that attach more importance to convenience.

Enter Salesforce Customer Portal, created by CRMJetty to expand Salesforce into a secure and branded, easy-to-use interface, the portal can provide your users with self-service features to reduce reliance on support teams, and easily expand as your business expands.

This article will discuss five viable uses of Salesforce Portal CRMJetty on the scalable self-service to facilitate customer satisfaction and business performance.

1. Empower Customers by having a Centralized Knowledge Base.

Repetitive, common questions are one of the largest motivators of support requests these include password resets, order status checks, or troubleshooting instructions. These represent up to 60% of the support tickets in many organizations.

Using the Salesforce portal of CRMJetty, you have an opportunity to incorporate a searchable and centralized knowledge base, directly into the customer dashboard. This means:

Customers are able to get answers immediately without calling the support.

Your team decreases the volume of tickets and allows agents to deal with more complicated problems.

Articles with knowledge can be dynamically updated in Salesforce, and this guarantees the consistency of channels.

It does not only scale self-service, but also enhances customer experience through shorter wait times.

2. Automate Case and Ticket Management.

Self-service does not imply that customers do not require assistance, it just signifies that they have greater control over the manner in which they request assistance. The Salesforce portal of CRMJetty enables customers to request, browse, and monitor their case or tickets at one portal.

Customers can instead of using several emails or making several calls to inquire about their status:

• E-mail new cases through the portal.
• See real-time updates of the agents on their issue.
• Make comments or add-on documents to existing tickets.

To businesses it provides a scalable support structure where cases are automatically captured in Salesforce, where nothing falls through the cracks. Support agents are able to spend less time doing paperwork and more time resolving.

3. Offer Self-Service Customized Dashboards.

Each customer is unique and his needs differ depending on his association with your business. One of the advantages of the Salesforce portal of CRMJetty is an opportunity to personalize the dashboard depending on the role of a particular user, type of accounts, or service level.

For example:

A B2B customer may view the details of his or her contract, project invoices and project updates.

Order history, shipping updates and loyalty rewards can be shown to an end consumer.

Elite customers might have special services or special resources.

Personalization does not only make the portal more entertaining, but it underpins that customers can self-serve the most pertinent information without necessarily having to call your team when they want to ask some mundane questions.

4. Promote Document and Data Security.

Requesting documents or data manually through businesses is one of the biggest painful experiences that customers have. Customers lose time waiting to get files that are usually easy to get be it invoices, account statement and service reports.

The Salesforce portal by CRMJetty will resolve this issue by providing:

Share files: Customers are able to download or post files on their portal.

Role-based access: Critical information is secured, and only authorized users have access to the specific information.

Unlimited availability: Customers will be able to access their data around the clock, and without the support.

The method also decreases the level of support, but also, it creates trust because customers feel that they are in control of the information available to them.

5. Facilitate Scalable Channels of collaboration.

Self-service does not imply being isolated. As a matter of fact, team-work is usually the missing ingredient to customer service. The Salesforce portal of CRMJetty has features such as discussion boards, community boards or even a group workspace which enable customers to interact with their peers, exchange their knowledge and even do crowd sourcing.

Here’s how it scales:

Customers also correct one another in forums within the community, thus lowering the number of tickets.

Companies would get a good understanding of their recurrent areas of pain and customer mood.

Collaboration tools also create a feeling of community, which increases engagement and loyalty.

Customers will feel more engaged and content when they see themselves as a part of an ecosystem and not as service receivers.

The Scalable Self-Service Advantage.

The Salesforce portal at CRMJetty is particularly powerful because of its scalability. The portal scales as your customer base is increasing without necessarily having to expand your support team in a proportional manner.

Workflows are automated and allow requests to be directed and followed.

Scalability on the clouds implies that the performance will be similar, irrespective of the number of users.

Salesforce CRM integration also makes the data always accurate, up to date and actionable.

This enables the expanding enterprises to provide enterprise level customer service at a rate that does not run out of control.

Real-World Case: Portals with Scaling Support.

Take a case of a middle-sized SaaS with thousands of users across the globe. First, their customer care team was flooded with simple questions and their customer satisfaction ratings were falling.

On the introduction of Salesforce portal with CRMJetty, they added:

• An educational database of Frequently Asked Questions and guides.
• Individual dashboard with subscription information and alerts.
• Tool of case management to ensure smooth issue tracking.

Within six months, they saw:

A 45 percent decrease in repeat service tickets.

The complex cases can be resolved more quickly.

Higher Customer Satisfaction (CSAT) scores which result in increased retention rates.

The practical situation here shows that scalable self-service has a direct and significant effect on customer satisfaction and operational effectiveness.

Why Use Salesforce Portal of CRMJetty?

Although Salesforce allows community functionalities to be out-of-the-box, CRMJetty’s portal solution will bring customization and scalability to a whole new level. Businesses using CRMJetty have the advantages of:

Customization on the fly: Customize features, workflows and design.

Consistency in brand: Completely branded portals which improve customer confidence.

Enhanced integrations: Fluid integration with third party applications and business systems.

Security-first design: Customer data encryption and access based on a role.

What you get is a portal that does not only make Salesforce bigger, but also changes the point of customer interaction with your business.

Final Thoughts

Self-service is no longer a choice, but rather a requirement. Customers desire convenience, speed and empowerment and businesses require scalable solutions that will streamline support operations. The Salesforce Customer Portal of CRMJetty is the best fit to this gap.

Using knowledge bases, case management, customized dashboards, and secure access to data, and collaboration tools can help businesses to scale self-service, decrease support load, and increase engagement.