Advanced Digital Solution, a Self Serve Customer Service Portal
AQe Digital successfully developed a state-of-the-art self-service customer service portal for a leading company in the retail sector. This portal aimed to streamline customer interactions, reduce support load, and enhance overall user experience.
Our client required a web-based self-serve customer service portal whose key goal was to allow customers to manage accounts, track orders, access support, and perform various self-service activities. The objective is to provide a seamless digital platform for customer interactions, reducing dependency on customer support while enhancing customer satisfaction. Moreover, the client needed to initiate self-service capabilities with easy processing to lower manual data input, improve customer experience by offering a real-time, always available self-serve channel, and offer a more convenient and accessible platform for customers to carry out tasks easily.
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The project evolved from a requirement to innovate and enhance the customer service experience. The client’s main objective was to improve their customer service by offering an easy, pliable, easy-to-navigate portal that can operate on all devices.
The client needs help with many customer support requests, which increases costs and puts pressure on their staff. They needed a solution that would work well with their existing systems, keep data secure, and handle the changing volume of work while giving customers an easy way to help themselves.
We used middleware to connect the self-service portal to CRM and ERP systems to solve integration issues. We implemented strong encryption, multi-factor authentication, and regular security checks for data security. We also used cloud technology to seed the system users easily.
Our goal was to develop a self-serve customer service portal that is easy to navigate, convenient, and easy to integrate with legacy systems, allowing clients to elevate their customer experience.
We conducted detailed requirement gathering and stakeholder interviews to understand client needs and challenges accurately.
We implemented agile methodologies for consistent development and were open to continuous feedback and improvements.
Our focus was on creating a design that prioritizes user needs and preferences.
We conducted extensive usability, security, and performance testing to ensure a flawless user experience.
We have significantly reduced the volume of customer support inquiries, reducing operating costs by approximately 40%.
With the self-serve customer service portal, several automated processes led to quick resolution of customer issues and improved service efficiency.
By leveraging the self-serve customer service portal, the business gained insights related to customer behaviour, allowing the company to amplify decision-making and targeted marketing efforts.
By deploying the self-service portal, a significant improvement was seen in the customer satisfaction scores as their customers could resolve their issues quickly without any hassle.
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