Create a Customer Portal: 10 Tips for Development

Creating customer portal software can be a rewarding task, as customer portal software brings people together and promotes the exchange of information and ideas. However, programming a successful customer portal software requires careful planning and execution. In this article, we will cover ten tips on creating a community platform to help you in this process, so you can set up your own customer portal and succeed in future customer interactions.

Key Points at a Glance

What Is a Customer Portal and How Does It Work?

A client portal, as the name suggests, allows you to serve customers digitally and online or gives customers the ability to manage themselves—also via mobile devices like smartphones and tablets. A distinction is made between internal platforms, used only by company employees, and external sites that customers themselves can also use. Anyone who has ever been a customer of an internet provider or has a cell phone contract is familiar with an online customer portal. Netflix customers, for example, can cancel or change their subscription here. In the customer portal of your mobile or internet provider, you can order a new smartphone, renew your contract, pay bills, and perform other actions—all conveniently and easily via the internet, without having to contact the provider or the company directly. Customer portals that are powerful and capable of automating many workflows when interacting with customers are not only a plus for the company but are also particularly important for customer loyalty. An adaptable platform for managing clients—or a client portal for questions and answers, with knowledge bases and its own branding, etc.—is a must for businesses of all sizes today.

What Makes a Good Customer Portal or Customer Portal Software?

A good, reliable client portal software must meet various requirements to be successful, well received by users, and stand out against the competition. It must offer collaboration tools and functions relevant to the customer. That means customizable dashboards might display information about rates, terms, and costs, and customers might be able to renew or terminate contracts and request additional services. Customers can also communicate with the company through various channels, including email, to seek support or information. As a central point of contact and all-in-one solution for both businesses and customers, the customer portal should have no errors and reliably perform the tasks required of it. For example, if someone wants to pay a bill, they should be able to do so and have the amount credited, without needing to contact the provider due to errors. Another key factor is trust in the provider. The platform must have a reputation for being reputable and inspire trust. All customer information must be transmitted securely via encryption and be protected from theft. Accordingly, security must also be top-notch since personal information and bank details are typically processed there.

Well-Known Customer Portals in Germany

Customer portals are also widespread in Germany. Many telecom and internet providers, as well as streaming services—and basically all websites that allow a user account—offer a customer portal these days. On these portals, users can manage their accounts, update their data or contract, pay bills, etc. Below, we introduce two well-known and popular customer portals from Germany. Perhaps you already know them from your own products and services.

Telekom Deutschland

Telekom’s client portal is not only the oldest but also the best-known platform of its kind in Germany. Here, customers can find all information about their contracts, change personal data, extend or cancel contracts, and use a range of other features. You can also view your data usage, monitor used minutes and megabytes, or track sent SMS messages. The client platform enables almost all functions to be used independently, including contract management and support ticket creation. This significantly reduces the need to contact Telekom support, dramatically shortening wait times. Other platforms include, for instance, Suitedash or Clinked, which many companies also use to provide tailored information via a customer portal.

Hartmann Customer Portal: Efficient and Tailor-Made

Hartmann is a craftsman’s portal offering tools and other building and construction-related products. The customer portal not only allows customers to manage their data but also shows an overview of all orders. They can download any documents, such as invoices, and—thanks to integration with multiple APIs—can track the current status of their order. Additionally, shipping can be tracked, and if necessary, a support ticket can be opened for assistance. Invoices can also be paid conveniently online, and customers can change personal and payment details if they wish. As with Telekom’s platform, here too, everything can be done easily online. Support contact is usually not necessary, which is a good sign that this is a solid customer portal that reliably meets its responsibilities and is well-received by its customers.

Tips for Creating a Successful Customer Portal

The following ten tips will show you how to succeed with your own customer portal and what matters most. Our experts will discuss various aspects of customer portals and customer service, illustrating how you can stand out from the competition and be more successful with your project.

1. Define Clear Goals and Requirements

If you plan to create a customer portal, you should set clear goals and requirements while considering the needs of your customers. Ask yourself which features the portal should offer and what goals you want to achieve with it. There are differences between large and small businesses, but a customer portal is essential in any case. Consider how to develop the right customer portal software. For example, do you want to improve customer support, simplify the ordering process, or gather customer feedback and help customers find information? By setting clear goals, you can ensure the portal meets your requirements.

2. Prioritize User Friendliness

The best customer portal software is useless if the user cannot operate it. Ease of use is a key factor in a customer portal’s success and offers the advantage that users can quickly and easily take care of their concerns. It starts with accessing the portal: the login process should be hassle-free, and the interface should be intuitive so customers can quickly find what they are looking for. Make sure the navigation is clearly structured, search functions are available, and key information is easily accessible. Avoid unnecessary complexity, and ensure the portal works well on various devices. Naturally, all data and information should be correct and protected against unauthorized access.

3. Personalize the Customer Experience of Your Portal Software

The best software in customer service provides both users and employees with relevant information at a glance. Which information that is differs from person to person, which is why personalization is important. A personalized experience is an effective way to retain customers. Offer features such as personalized homepages, recommendations based on the customer’s previous purchases, or the ability to customize preferences. By personalizing the customer experience, customers feel valued and are more likely to use the portal regularly. Of course, personalization should also be simple and straightforward to use.

4. Ensure Security and Data Protection

A customer portal often provides incentives for hacker attacks, as it frequently contains sensitive data like personal and payment information. It is therefore crucial to ensure security and data protection. Implement robust authentication and encryption methods to safeguard data from unauthorized access. Also, make sure your privacy policies are transparent and comply with applicable legal requirements.

5. Integrate With Other Systems

A well-functioning customer portal should seamlessly integrate with other internal systems such as CRM (Customer Relationship Management) or ERP (Enterprise Resource Planning). This allows customer data to be efficiently managed and updated in real time. Smooth integration enhances efficiency and provides customers with a seamless experience.

6. Offer Self-Service Features

Customers appreciate being able to solve problems on their own without having to contact customer support. Therefore, offer self-service features such as the ability to track orders, download invoices, or browse frequently asked questions. A well-equipped self-service area can boost customer satisfaction and reduce the workload on customer support.

7. Consider Scalability

A good customer portal provides room for scalability and enhancements to meet future needs and business growth. Ensure that the portal is scalable and can grow with your company. Also keep in mind the possibility of easily adding new features and extensions to meet evolving needs. These might include collaboration features, a project management tool for employees, and a range of other functionalities and top solutions you might need later on.

8. Test and Optimize the Portal

Before officially launching your client portal, thorough testing is essential. Make sure all features work properly and that the portal displays correctly on various devices and browsers. Collect feedback from internal and external testers, and make improvements to optimize the portal.

9. Train Your Customers

Even the best client portal is useless if your customers don’t know how to use it. So, offer training and tutorials to show your customers how to get the most out of the portal. Provide easy-to-understand instructions, videos, or FAQ sections to help them get started. Solid training helps ensure customers use the portal effectively and benefit from the available features.

10. Ongoing Improvement and Updates

A customer portal gives both users and employees many options, and it’s not a one-time project; it should and must be continually improved and updated. Gather feedback from customers and employees to identify weaknesses and develop new features. Stay up to date with technology to ensure your customer portal always meets current standards.

How a Self-Service Customer Portal Works

The Advantages of Customer Portals

A successful, results-oriented customer portal allows customers to manage themselves, making changes quickly and conveniently online. By providing your company with a secure and reliable customer portal, you reduce workload for yourself and your support team. Since customers can handle many simple requests and changes on their own, for instance, there are no calls to add a new service or inquire about an order’s status. You also give your team a way to centrally manage all customers, leave comments, and block fraudsters or non-paying customers. Overall, this drastically reduces the administrative effort required to manage customers.

Conclusion and Summary

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