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Customer Portal Overview

What is a Customer Portal

A customer portal (support portal) is a customer-facing self-service hub that enables businesses to operate 24/7. To provide the best customer service, you need to provide all customers with the best information, and even during hours when customer service is unavailable, the LiveAgent customer portal can provide the necessary content.

This enables customers to find answers to their questions and important guides. This means you can operate non-stop, and your business won’t lose customers.

Key Features of Customer Portal

Knowledge Base

This is where businesses can create an unlimited number of information base articles. You can create content for both internal and external purposes, allowing you to create knowledge base articles for both employees and customers.

Internal Knowledge Base

  • Onboarding process and training support
  • Smooth and organized processes through structured articles and attachments
  • Knowledge database for employees to always provide accurate information to customers
  • Sharing company news, updates, and general knowledge

External and Public Knowledge Base

  • Designed to help customers quickly find the information they’re looking for
  • Prevents customers from contacting customer service or going to competitors
  • Proactive problem resolution through deeply organized articles

Forum Functionality

You can build a community by creating forums. This feature allows customers to post questions and other customers can answer them, effectively helping each other.

Feedback and Suggestion Board

Feedback brings many benefits to business. By providing opportunities to give feedback, you can show that you’re actively listening to customers.

Key Benefits

  • Understanding strengths and weaknesses from the customer’s perspective
  • Identifying areas for improvement by recognizing weaknesses
  • Improving customer staff motivation
  • Understanding majority opinions through voting and like features by other customers

Search Widget

LiveAgent’s search widget helps customers quickly find relevant information.

How It Works

  • After creating and customizing the search widget, administrators integrate it into the website
  • You can choose to display the widget to customers in specific categories
  • When customers enter what they want to search for, the most relevant articles appear in a popup

Ticket Submission Function

Businesses can select the priority department to handle inquiries and customize contact form fields.

Chat Initiation Function

You can easily create and customize chat windows and set welcome messages.

Customer Portal Use Cases

24/7 Customer Support

With comprehensive knowledge base articles, you can provide important information that customers need even outside business hours.

Reducing Customer Inquiries

Customer portals can reduce the most frequently asked questions and problems.

Improving Customer Retention Rate

If customers can find the information they need quickly, they’re more likely to return.

Improving Website Traffic

Proper knowledge base articles attract a lot of attention and strengthen website authority.

Pricing Structure

With LiveAgent, there are no additional charges for customer portals, customer forums, and knowledge bases.

Advanced Features

WYSIWYG Editor

A user-friendly editor that allows even inexperienced users to easily create articles.

File Attachment Function

You can attach files to knowledge base articles.

Customizable Design

You can choose from different templates (Classic, Minimalistic, Montana).

Summary: Realizing Self-Service Customer Experience

Customer portals are strategic tools that respond to the “immediacy” and “independence” that modern customers expect while significantly improving operational efficiency on the business side.