The Tailored User Experience within the Customer Service Portal

What does it take to make that one particular coffee shop your favorite? Sure, the quality of the product has to be good, but what extra level of service do they provide that keeps you coming back again and again? These days, many people want their caffeinated product served in a particular way, and in a manner that suits them individually. Soy milk instead of regular, two shots of espresso instead of one, and so on. If that’s your drink, then you’ll find the store that will get to know you, the barista that will get you exactly what you want, and serve it with a smile. Our Creative Team at Cask understands that your customer facing service portal is far more than just an ordinary website. It is a critical extension of your brand, and the experience should be tailored to meet and exceed the needs and expectations of your clients. The customer portal must also deliver a personalized experience that connects with users anytime, anywhere, and across any device. Our collective experience in this field continually reinforces the adage that a “one size fits all” approach in customer portal design does not work, as your clients will look elsewhere for these products and services if you don’t deliver. Today’s consumers not only expect, but demand that the online service portal experience reflects the culture of the brand that they are interacting with.

One of the central features in a tailored experience is the ability for your clients to truly connect with your agency by allowing them to share who they are, as well as the products and services that they’ve purchased, or are interested in. Once you get to know your clients as individuals, rather than just hits on a website, the experience they have online will then conform to their specific needs and interests. For example, once I’ve purchased a particular product or service and registered that information online, the customer portal I experience will center itself around me by prominently displaying information based on my purchases, versus simply showing me an A-Z list that others may see.

Our Customer Service Management offering at Cask focuses on finding new and innovative ways for your business to deliver the best service and support that your customers expect and deserve. Designing the tailored customer experience plays an essential role in those efforts, and we’d be honored to work with you to make that happen.

You may also be interested in Mark’s eBook “Customer Service Management: From Average to Outstanding”. Find out more here.

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