Creating the Ultimate Customer Portal: Content

Posted by John Ragsdale on 2/18/16 9:30 AM

So far in this 3-part series on creating the ultimate customer portal, we've talked about the user interface design and location of the customer portal, as well as the various content repositories and resources that should be made available. In this final post, I want to share best practices for providing the tools customers need to find the answer to a question, or locate that one piece of information they need within the ocean of content you offer. 

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Topics: customer support, technology support services, self-service support, Creating the Ultimate Customer Portal

Creating the Ultimate Customer Portal: Function

Posted by John Ragsdale on 2/4/16 6:30 AM

In this three-part blog series, I’m answering some of the most common questions I receive about how organizations can go about creating the ultimate customer portal. In my previous post, I outlined the reasons why companies need a customer portal and discussed the first of three critical elements to consider when creating the ultimate customer portal: design. This post will focus on another key element, function, as well as introduce the types of features you’ll want to consider including when building your own.

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Topics: self-service support, customer portal, Creating the Ultimate Customer Portal

Creating the Ultimate Customer Portal: Design

Posted by John Ragsdale on 12/1/15 7:30 AM


I receive more questions about customer portals, i.e., the web self-service site, than just about anything else. It is a topic that continues to be top of mind with members, and at our recent TSW conference in Las Vegas, I had quite a few discussions with attendees about their customer portal journey, including some amazing results, and unfortunately, some political, technical and financial challenges. To gather some of these thoughts together and answer some common questions surrounding how your organization can go about creating the ultimate customer portal, I’ll be discussing some key tips and tricks in this three-part blog series.

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Topics: customer support, online support, self-service support, customer portal, Creating the Ultimate Customer Portal

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