Switching over to a new customer portal doesn't have to be a chore. Follow these 4 simple post-launch best practices to make the transition over to your portal easier for your customers.
1. Add The Portal URL to Your Outbound Tickets
Unless you've got the most diligently trained and disciplined clients on the planet, you're going to get people that prefer to stick to their tried-and-true methods of calling in and emailing tickets. This is where you must be patient and educate them —sometimes a few times over — before they really get it.
You'll want to point people to the portal as much as possible for all their ticket and service request needs. Be sure to add a link to your company portal in the email signatures of the entire team.
That way, when people send a ticket by email, you can still help them while directing them to the portal link (in your signature!) for next time.
It's a great opportunity to educate them on why it's better, and it removes an excuse to not use the portal. For a refresher on the business benefits of CloudRadial, you can read more here.
Tip: Emails and phone calls can be lost and delayed. Help the client understand that tickets sent through the portal are seen by everyone, and ensure that they're answered with top priority.
2. Set Your Feedback Template in Your Outbound Emails
Many of you are already using a CSAT tool to gauge how your ticket interactions are, as well as how your overall service is going. It's a good idea to tie in the one from CloudRadial directly to save yourself additional costs from unnecessary third-party tools.
Most of the time, you'll be able to replace the CSAT without the customer even knowing it's from a different service. CSAT tools give you fantastic insight into how your company is performing, which technicians are the stars of your business, and even which of your customers are brand advocates.
Adding the CSAT to your outbound emails increases the input you'll get, which you can then use to administer better service and improve your service delivery as a whole.
Tip: Connectwise users can follow these instructions to add the feedback to closing emails.
3. Adjust the Content Based on Feedback Received
CloudRadial is designed to deploy out content in each of the feature sets as efficiently as possible. In essence, the Partner > Content area is no more than a template distribution center, which is controlled by company and user groups.
Still, once you launch your portal, you'll be launching with default and templated content. While it might cut it for some clients, most will have specific tweaks here and there that need to be customized based off of their unique needs.
Common examples include custom onboarding forms, client-specific KB articles, and even unique tickets for standalone systems you manage. Make sure that you listen to your customers and collaborate with them to take the original, templated deployment of their portal and add their customizations to it based off of their needs. To accomplish this in a scalable way, we recommend using some form of feedback forms that you can send out as needed - and we've built one out here for you that you can use.
Sometimes, it just means adding additional content unique to their company. Other times, it might mean changing their feature sets and adjusting permissions on a per-user level.
Tip: Follow this article to get better insights on adding customer-specific content.
4. (Optional) End Users Surveyed for Portal Feedback
Working with a client will nearly always have you working with a specific point of contact, or a small team. However, CloudRadial usually makes its way all the way down to the end users. They're stuck without say in the matter, despite the fact that the success of the portal depends heavily on their usage.
As an optional step, it can be nice reach out to these users and ask for their feedback as well to gain insights on additional training documentation, clarification on how to use the portal, benefits they'll see out of it, and more.
Similar to the admin feedback form, we've created a feedback form that you can use for the end users to get their input and further improve buy-in from the entire company. You can take a look at a sample one here and make any changes that you need.