How to design an effective customer self-service portal
Learn the right way to build, implement, and optimize a self-service option for customers – as well as some of the ways it can go wrong
The way a self-service portal is built and optimized will always depend on your brand, customers, and their needs. There are some tips and tricks to keep in mind, such as using data in the design phase, focusing on user experience, guiding customers to the best channel, measuring resolution, and more.
HGS has developed, built, optimized, and deployed self-service strategies and offerings for dozens of brands in a variety of industries, and we know good UI/UX design and customer journeys inside and out. We use innovative tools like automation, AI, and data analytics to base our design and recommendations on data and customer insights, not gut instinct or educated guesses.
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HGS has received ample recognition and ratings for the transformational self-service experiences we’ve offered our 200+ clients across 10 industries.
A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping make its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital transformation with deep domain expertise focusing on back office processing, contact centres, traditional and digital customer care, and HRO solutions to deliver transformational impact to clients. Part of the multi-billion-dollar conglomerate Hinduja Group, HGS takes a true “globally local” approach, with over 41,110 employees across 59 delivery centres in seven countries.
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