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Customer Portal: Making The Help Desk Obsolete

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By Author: Maulik Shah
Total Articles: 47
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The key to catering to your customers is putting yourself in their shoes. You are a customer of a lot of products and services and if you are critical about the service you get, you should be just as critical about the service you provide.

Traditional help desks have gone out of trend and function. Call centers replaced them a long time ago. Now the market is disrupting again with customer portals replacing call centers emerging as an all-in-one platform for customer interaction.
Their work is more than that of solving customers’ grievances. The function of a customer portal goes beyond that to take your CRM to a personalized level for each of your customers. 

If you are an enterprise business that uses Microsoft’s Dynamics 365 CRM, then the ideal customer portal for you would be the Dynamics 365 Customer Portal. If you are new to how a portal can help your customers get everything they need, read here to see how it can revolutionize your business:

Credential generation:
Generating credentials can be tricky; you have to create a unique user id and password for each user, which is not practical. Therefore, a Dynamics 365 Customer Portal should be able to do this effortlessly.

Customer history:
Since this is a Dynamics CRM portal, it has all the transaction details of the customers. Therefore, each customer can look at their past and current orders whenever they want, including details like what price or the size they got for something. If the items are of delicate nature, this works as a quick access tool to get care information.

Considering this feature works on role-based accessibility, you can assign particular access to your staff members based on their roles and responsibilities. This way everyone has the access that they require.

Layout Customization:
With the Dynamics CRM WordPress portal, the admin user can customize the layout of each module that is necessary for the staff members as well as the customers, so that they can find exactly what they are looking for with ease.

WordPress benefits:
The connection with WordPress gives this customer portal unique advantages. From setting a page theme to uploading a logo, you can customize your Dynamics CRM portal to match your store. This helps in building a cohesive image of your brand and familiarizes your customer to it.

Dashboard:
The dashboard concept of minimal yet functional requirement that caters directly to the user can be very useful. A Dynamics CRM WordPress portal should have a dashboard so that users can get to the things that they require immediately, like their recent orders, or shipment tracking, etc.

Language:
The most basic part of customer service is speaking the language of your customer. This is why your portal should have multiple language support. The admin user can set the message in the backend for it to reflect in a language suitable for the end-user.

Knowledge-Base:
Your customers should get access of common questions and issues directly from the knowledge base. They can search their queries, and in case they don’t find anything pertaining to their requirements, they can add a case for it. This way when you address their issue, it adds to the knowledge base and a future customer has an updated list.

24/7 Support
With the Dynamics CRM portal, your customers will be able to get their answers anytime and from anywhere. They can simply log in, type in their queries and voila! They will have their queries resolved in no time. This saves your resources and improves customer experience with your brand as well.

Dynamics CRM portal is the answer to your virtual help desk replacement. It can help you jump on the trend train of changing from call centers to a software solution that is accessible round the clock. Built for Dynamics 365 CRM platform, the portal makes use of the robustness to give your customers the ease and answers never imagined in the time of the help desk.

More About the Author

Mr. Maulik Shah is the founder & CEO of CRMJetty, hub of innovative customer relationship solutions, provides ready to CMS integrate portal solutions for SuiteCRM, Sugar CRM, Salesforce, and Dynamics CRM including WordPress Customer Portal. Maulik is a tech enthusiast and writes about the various aspects of ecommerce technology.

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