What is a customer self-service portal?

Your website just returned an error, your smartphone has a glitch, or maybe you’re trying to navigate a new app update. You check the timing for available customer support, and they just ended an hour ago. If only there was a way you could solve the problem yourself.

Enter: the customer self-service portal.

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A beginner's guide to a customer self-service portal

The modern business is constantly looking for ways to enhance the customer experience. Self-service platforms are leading the charge. 

Recent Freshworks’ research shows that 76% of consumers prefer searching for their own solutions over contacting customer service. It’s the best time to provide customers with the necessary resources to troubleshoot their problems.

In this guide, we walk you through everything you need to know about self-service software.

What is customer self-service portal software?

Self-service customer portal software is a platform that empowers customers to independently search for solutions without agent assistance. It uses tools like knowledge bases, automated task management platforms, or chatbots to organize and streamline the problem-solving process.

While it's a powerful tool for addressing basic queries and concerns, it doesn't replace traditional human support but rather complements it. Customers handle simple issues on their own, leaving human agents with the capacity to tackle more intricate and complex cases.

What are the benefits of a customer self-service portal?

Here’s a secret: there’s a reason 50% of Freshdesk customers have set up a self-service portal. 

Let’s explore why:

Reduces pressure on customer support

Self-service portals divert routine inquiries away from customer support teams, ensuring agents aren't overwhelmed with basic questions.

Customer service is a stressful job, and the research supports it. A study from Cornell University discovered that a staggering 87% of call center workers felt "high" or "very high" stress levels in their workplace. The same study highlighted that 77% also reported elevated personal stress levels. Even worse, only 39% of respondents in research by The New York Times believed America's communication tone was civil. 

Imagine how often customer service agents face the brunt of this uncivil tone, bearing the weight of frustrated or impatient customers. Without proper avenues for customers to resolve simpler issues, agents become the default sounding board for all types of problems – big or small, relevant or not.

Let’s explore this in detail.

In 2020, as global travel plummeted by 75%, Travix faced a surge in support volume due to travel restrictions causing cancellations and refunds from worried customers. To cope with agent burnout and provide quicker resolutions, Travix adopted a digital-first approach aiming for 80% of queries. Using Freshchat, they introduced chat support and chatbots for six main queries. Within a year, the team resolved 40% of all service volumes through chat.

Self-service portals take some of the heat off these agents by providing customers with the tools to solve their own problems. Agents are then left to handle more complex issues and engage in higher-value, constructive interactions.

Provides faster resolutions

A self-service portal eliminates waiting times and bypasses traditional customer service hours or queues to offer instant help. Research shows that 41% of customers pinpoint slow and unresponsive service as the primary culprit behind unsatisfactory customer experiences.

Suppose a user encounters an error while processing a payment on an e-commerce site. Instead of waiting in a queue to speak with a customer service representative, they quickly access the portal, find a step-by-step guide or video tutorial addressing the issue, and resolve it within minutes. In this way, self-service portals ensure users resolve their issues quickly.

Saves money

Using self-service portals reduces the need for human intervention in routine inquiries. Ticket portals maximize the efficiency of current support agents, preventing the need to hire additional staff. Here’s what the numbers say:

Features like an AI-powered chatbot, a help widget and a knowledge base of frequently asked questions (FAQs) helped Freshdesk solve more than one million support tickets through self-service — translating to cost savings of approximately $900,000.

Creates happier customers

Providing access to self-service portals shows customers you value their time. Self-service options enable them to find answers on their own terms, often faster than traditional support methods. It also keeps them in the loop on their problem’s resolution.

Gartner’s research highlighted how, even if a customer was on the fence about switching brands, a value-rich service experience boosts their chances of staying by 82%. Value-enhancing service interactions lead to other benefits too—there’s a 97% chance of positive word-of-mouth and 86% likelihood of increased wallet share. Satisfying “digitally impatient” customers who expect quick resolutions is a competitive advantage. And self-service portals cement that advantage.

Key features of the best customer self-service software

Some features are non-negotiable in self-service software, including:

Multi-product support

Multi-product support involves offering support for multiple products and services under the same brand or company. Instead of setting up separate portals for each product or service, this feature consolidates all of a business’s offerings into one unified platform. Centralizing support for multiple products allows managers to manage bills, transfer tickets, and coordinate agents without juggling multiple platforms. For example, a tech company selling both hardware and software products uses one portal to direct users to troubleshooting guides, FAQs, or community forums specific to the hardware or software they've purchased,

Knowledge base

A knowledge base is a centralized repository of information that includes a getting started guide, FAQs, step-by-step how-to articles, and troubleshooting information to assist end users when they encounter issues. Most self-service portals also have a big, helpful search bar right at the top of the page—it’s the easiest way for customers to get help.

Communities and forums

Communities and forums are like big chat rooms where customers help each other out. By sharing their own experiences and solutions, users answer each other's questions, reducing the need for formal support. 

Think of it like friends giving advice based on what they've learned. If you've got a lot of active customers, this is a smart way to handle many common questions without a flood of support tickets. Plus, with a feedback section in the forum, customers can suggest new ideas and vote on them, helping businesses know what changes or features people really want.

Ticket forms

Ticket forms are like quick questionnaires that help your support team get the right details straight away. Customers can fill in details like their order numbers, how they'd like you to contact them, and specifics about their problem. 

Even with great self-help options, some customers still prefer a personal touch. Our research shows 61% of consumers admire companies that use a smart mix of self-service and humans.

Getting these details right from the start allows teams to solve problems faster and cut down on long back-and-forths. It's a simple way to make sure everyone's on the same page and get customers the help they need without the wait.

How to set up your self-service portal

Self-service software needs to achieve different goals depending on its intended audience. How seamless the customer journey is across assisted and self-service channels is important to 74% of customers. 

Here are some tips.

1. Know what your customers want

Before setting up your portal, think about the people using it: your customers. Some key questions:

  • Where are they coming from when they access the portal? Is it from an email, your main website, or somewhere else?

  • Are most of them using their phones or computers to get help?

Keep an eye on key tasks, such as:

  • Helping users who need extra attention.

  • Keeping discussions on track and friendly.

  • Cleaning up old or off-topic discussions over time.

Now, think about the goodies you want to put in your toolkit:

  • What info will be most helpful? Maybe it's guides, FAQs, or tech details.

  • How will you group everything? Think of it like sorting books on shelves.

  • Got any extra helpful stuff? Like e-books or real-world examples?

Gathering all this info first creates a well-organized portal—not just a jumble of random info.

2. Design a user-friendly interface

Customers who visit your self-service page are usually seeking quick answers when they visit your self-service portal. Your job is to guide them. Here's what makes it shine:

  • Clear layout: Like a well-organized room, everything should have its place. Users should instantly understand where to click.

  • Search bar: Place a big, noticeable search bar at the top. This is the go-to spot for most users, so make it easy to find.

  • Logical categories: Group similar topics together. If someone's looking for payment info, they shouldn't stumble upon technical setup guides.

  • Easy navigation: Use breadcrumbs, back buttons, or side menus so users effortlessly move between sections.

  • Helpful visuals: Incorporate icons, images, or diagrams where needed. Sometimes, a picture explains things faster than words.

Your portal's design should feel intuitive that guides the user to the solution they seek.

3. Establish secure access controls and permissions

Well-defined access controls and user permissions ensure only the right eyes land on sensitive or specific information. Configuring these settings guards certain documentation or sections and makes them accessible exclusively to authenticated customers or internal users.

Freshworks Customer Service Suite, for example, gives administrators the flexibility to dictate whether users from a similar company view tickets submitted by their colleagues. This feature is particularly beneficial for B2B products with a system administrator, ensuring streamlined issue resolution and collaborative problem-solving. 

B2C portals, on the other hand, maintain user privacy by disabling this option to safeguard individual customer interactions and data. Essentially, meticulous setup of access controls bolsters security while catering to the needs of customers.

4. Personalize your portal's appearance

Your self-service portal is an extension of your brand. Align the portal's design with your company's branding to make users feel at home. Alignment provides a seamless experience and instills trust by ensuring customers are still interacting with the brand they chose.

Freshworks Customer Service Suite offers a variety of customization features, including:

  • Ready-to-use themes: Jumpstart your portal's look with easy-to-modify templates.

  • Logo and color adjustments: Embed your brand's logo and use your corporate colors for a coherent look.

  • CSS customization: Customize the design elements with full CSS access.

  • Custom domains: Keep your brand front and center by using a personalized domain, removing any third-party identifiers.

  • Branded URLs: Reinforce your brand identity by customizing your self-service portal's URL.

5. Moderate your community forums

At first glance, most self-service support forums seem completely autonomous—active users generate new content, and community users find ways to regulate the shared content.

But all forums require some form of regular moderation. Integrate these features:

  • Convert discussions to tickets: Engage a support agent in the forum to ensure no query is left unanswered for long. Convert crucial discussions into support tickets for more dedicated attention.

  • Spotlight popular ideas: Use feedback forums to gather and prioritize customer insights. With Freshworks Customer Service Suite’s idea forum, customers propose and upvote suggestions to give product teams clear indicators of high-demand features.

  • Implement a moderation tool: Keep your community tidy and organized. Moderation includes merging alike topics, blocking disruptive users, and archiving outdated threads.

How to create the perfect knowledge base for your customer self-service portal?

The easier it is for your customers to find answers, the more they'll use your self-service portal on their own. Here are some tips to set up your knowledge base software to cater to various users:

1. Organize articles based on customer types 

Group articles according to customer categories to make it easier for customers to find what they need. For example, if you offer "Beginner" and "Advanced" product tiers, or if your products cater to "Students," "Professionals," and "Businesses," tailor your articles for each group. 

Arranging your content this way ensures a student won't have to sift through business-related topics, and vice versa. A tailored approach speeds up the search process and ensures users find relevant information.

2. Simplify support with multi-language options 

Imagine the frustration of searching for help and being bombarded with information in languages you don't understand. A multilingual support portal keeps the user experience clear and user-friendly, which is essential. These portals sense the user's browser language and instantly display content in that language. Whether it's Spanish, French, or Mandarin, your customers get information in the language they're comfortable with. Plus, dedicated communities for each language allow users to chat and share insights with others who speak the same language. 

3. Keep articles up to date

A knowledge base isn’t a "set it and forget it" tool. As your product evolves and your knowledge improves, update your articles to reflect that. Improving how you communicate complex issues to customers reduces ticket volume and increases product adoption and customer happiness.

A few ways self-service software identifies articles that need an update.

  • Quick Feedback: Place a one-question survey at the end of each article. It's a simple way for readers to share if the info was helpful.

  • Open Comments: Give customers a space to explain if they found an article unhelpful. A free-form text field lets them share specifics.

  • Flagging for Updates: Using the feedback, support agents spot and mark articles that need revising or updating.

How to choose the best-fit solution for your needs?

A well-aligned solution streamlines operations, saves time, and boosts customer satisfaction. Follow these steps:

1. Understand your specific requirements

Choosing the perfect solution begins with knowing exactly what you need. Understanding your specific requirements is like having a roadmap to guide your journey as you explore the wide range of tools and services available. 

When you know what you want, you steer clear of unnecessary features and focus on what benefits your customers and support team. Similarly, pinpoint your needs to avoid wasted time and resources on mismatched solutions.

Ask yourself:

  • What problems am I trying to solve? Does it reduce ticket volume, improve customer satisfaction, or both?

  • What’s my budget? Knowing your spending limits helps to immediately narrow down options.

  • Who will use the software? Take your team and customers' needs into account.

  • What integrations will I need? Consider how a new solution works with your existing tools.

  • How do updates and improvements occur? Is the software regularly updated? How disruptive are these updates?

  • What are the security features? Particularly important if sensitive customer data will be handled.

  • Is there a trial period or demo available? Try out the software to see if it’s easy to use and has good functionality.

  • What kind of support and training does the solution offer? Is there 24/7 customer service solution, or are tutorials and training modules available?

  • Is there flexibility for customization? Can you adjust the solution to more closely fit your branding and specific needs?

A clear understanding of your requirements ensures the solution you choose aligns well with your goals and provides a solid foundation.

2. Prioritize must-have features

Differentiate between the 'nice-to-have' and 'must-have' features. Defining essential functions streamlines the decision-making process and ensures the chosen solution meets your critical needs. Consider the following criteria:

  • Direct impact: Does the feature directly influence customer satisfaction and reduce support ticket volume?

  • Usability: How user-friendly is the feature for both your team and customers?

  • Integration: Can it seamlessly integrate with your existing systems and software?

Not all must-have features carry the same weight. Some might be critical, while others, although essential, might be less urgent. Look for solutions that align closely with your list. Remember, no solution may offer 100% of what you're looking for, but it should cover most of your essential features.

3. Evaluate user-friendliness and interface design

A solution's usability is crucial to its adoption. An intuitive interface means shorter learning curves, fewer errors, and a better overall user experience. Consider these questions:

  • Is the layout clean and organized?

  • Are the icons and buttons self-explanatory?

  • Can a new user understand the system with minimal guidance?

  • Is there a handy help or tutorial feature within the platform?

Prioritize a solution that balances powerful capabilities with ease of use.

4. Assess vendor support, pricing, and feedback

Choose a solution that gets you the best value for your investment. Here’s a checklist:

  • Pricing structure: Some solutions may have a one-time fee, while others operate on a subscription basis.Know what you're signing up for.

  • Check for hidden costs: Ensure there aren't any hidden fees or charges. This might include costs for additional user licenses, integrations, updates, or support.

  • ROI: Don’t view price in isolation. Consider the return on investment (ROI). Ask yourself:

    • Will the solution help reduce other costs?

    • Can it improve efficiency or sales?

    • How soon will you see a return on your investment?

  • Flexible payment plans: Some providers offer monthly, quarterly, or annual payment options. Check if there are discounts for longer commitments.

  • Scalability: Consider how the pricing might change as your needs grow. A solution that's cost-effective for a small team now might not be the best value as you expand.

  • Competitors: Benchmark the pricing against similar solutions in the market to ensure you're getting a competitive rate.

  • Trial periods or money-back guarantees: These give you a safety net. If the solution doesn't meet your expectations, you can opt out without incurring a significant loss.

5. Check customer reviews

Customer reviews offer a candid glimpse into the real-world performance of a solution. Consider these insights before making a decision:

  • Trustworthy review platforms: Sites like G2 Crowd, Capterra, and Trustpilot are reputable sources where you find genuine user reviews for various products.

  • Balanced perspective: Don't just focus on the positive or the 5-star reviews. It's equally important to look at the criticisms or lower-rated reviews to understand potential challenges.

  • Recurring themes: Notice if there are repeated praises or complaints about specific aspects. These patterns give you a sense of the product's strengths and weaknesses.

  • Company responses: Observe how the solution provider responds to negative feedback. Their responses indicate their commitment to customer satisfaction.

  • Real-world use cases: Reviews often contain specific examples of how the product was used, the problems it solved, and any obstacles encountered. These stories give you a clearer picture than feature lists.

  • Date of review: Ensure you're reading recent reviews as older ones might be discussing issues that have since been resolved or features that might have been updated.

  • Fit for your use case: A product might work well for one type of business but not another. Consider reviews from businesses similar to yours in terms of size, industry, or needs.

The best customer self-service software

NAME OF THE SOFTWAREPRICINGFEATURES
Freshworks Customer Service SuiteA free 14-day trial is available. Upon upgrading, the prices start from $29/month per agent if billed annually.Generative AI, Knowledge base, Chatbot, Web widget, Reporting and analytics, Employee activity, monitoring, Collaboration tools, Blended call center, Self-service options
HelpCrunchThe prices start from $12/month per team member on the Live chat ONLY package if billed annually.Knowledge base, Chatbot self service software solutions
Live AgentCustomers have options to choose from multiple service levels and pricing plans, including $15, $29, and $39 per agent per month.Task management, On-demand recording feature, Live chat, Knowledge base, Self-service portal, Inbound calling, Powerful analytics
Startup for $49/month, Professional for $/mo800nth, Enterprise for $3200/monthTicket management, Transfers/routing, Real-time chat, Queue management, Multi-channel communication
HelpshiftHelpshift’s payment model is based on completed customer service communications, meaning you only pay for issues you resolve.Chatbot, Knowledge base management, Remote access and control, Canned responses, Ticket management, Self-service portal
TeamSupportTeamsupport offers a free trial version in addition to a $50 and $69 per agent per month plan.Multi-channel communication, Self-service portal, Call center management, Workflow configuration, Reporting and analytics, Real-time chat
KustomerKustomer’s software is available for $89 and $139. There is no free trial or free version of the software available.Self-service portal, Reporting and analytics, Real-time chat, Virtual assistant, Network monitoring, Multi-channel data collection

Maximizing the effectiveness of your customer self-service portal

Self-service portals do a lot for your business. At the same time, it’s also important to blend automated solutions with the warmth and understanding of human interaction. 

A well-functioning portal handles routine questions, freeing up time for your support team to tackle complex issues and provide that human touch when needed.

As your business grows, reassess the balance between automation and human involvement. Freshworks Customer Service Suite offers a powerful platform that prioritizes both automation and the human touch. Discover how the Suite can enhance your customer support experience.

Frequently asked questions on customer self service portal

Elevate your customer support with advanced service software. Streamline interactions, enhance satisfaction, and drive growth. Try it today for unparalleled service excellence!

Why should you use a customer self-service portal?

A customer self-service portal empowers users to find answers independently which reduces support tickets and wait times. It streamlines information access, ensuring consistent and accurate answers while enhancing user satisfaction. It allows businesses to focus on more complex queries, optimizing support resources and enhancing overall operational efficiency.

What types of issues can be resolved with a customer self-service portal?

A customer self-service portal addresses common queries like billing inquiries, password resets, and product usage guidelines. It offers solutions through FAQs, how-to articles, and troubleshooting guides. Whether it's a software setup, order status, or basic product questions, the portal provides quick, consistent answers, reducing the need for direct support intervention.

Is a customer self-service portal available 24/7?

Yes, a customer self-service portal is available 24/7 to provide users with constant access to information and solutions. This round-the-clock availability ensures customers worldwide find answers to their queries anytime, without waiting for business hours or support teams to respond.

What if you need assistance beyond the means of a self-service portal?

If customers need assistance beyond what the self-service portal offers, most companies provide additional support channels like live chat, email, or phone support. The portal must have clear pathways or links to these alternative support methods, so customers escalate their concerns and get the personalized help they require.

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