Customer Self-Service Portal for SaaS in 2022: Self-Service Over Human Touch and Customer Support

Research shows that 70% of the users look forward to the companies who offer customer self-service portals as they provide ease of use and access to them. Customer self-service portals have become one of the most important factors for online businesses as the times have changed and customers want to access the information through the dashboard of the service or product, they have purchased for their SaaS business.

In addition to this, the customer self-service portal for SaaS makes the infrastructure of the business strong and increases the opportunities for the business to scale, seamlessly.

With the given statistics, it is anticipated that you can capitalize on more than half of the 81% of the customers if you have a self-service portal. In the competitive market, one cannot lose a minor chance of acquiring a customer and this is why a self-service portal for SaaS in 2022 is essential.

This article will illustrate the benefits of the customer self-service portal along with the instances of when to use the customer self-service portal in 2022.

Benefits of Implementation of Self-Service Portal

Implementation of a self-service portal might be a hefty task to do but the implementation of this feature will help your business to climb up the ladder of success, quickly.

Without any further ado, let’s dig deep into the benefits that come as a by-product of the implementation of a self-service portal and its implementation in SaaS businesses.

Subscription, Billing, and Account Management

For SaaS businesses, the major processes are subscription, invoicing, billing, and account management. The customer self-service portal aids customers in managing their subscriptions such as renewing the subscription, upgrading subscriptions, downgrading, pausing subscriptions, or canceling their subscriptions. Customers can manage their subscriptions on their own and have access to it.

Coming to the billing and account management, through the customer self-service portal customers will be able to choose their own payment methods, payment gateways, and much more. Customers will be able to see manage their profile by adding relevant information, details, and other pertaining insight.

Extra Layer of Support

First and foremost, we all know that a support team is appointed to help customers out. However, it is important to realize that there are two types of tickets i.e., high-risk tickets and low-risk tickets. To deal with both of the tickets, undoubtedly, lies on the onus of the support team but with a self-service portal, the support team gets vacancies for dealing with high-risk tickets hence customers who should be retained at the earliest otherwise can be lost.

By implementing a self-service portal, your customers will be able to solve their minor problems by themselves. And, if we look on the other side of the same coin, the customer support team does not have to face the burnout caused due to a myriad of tickets.

Using the customer self-service portal customers, customers are enabled to manage their tickets themselves. it will also help customers to keep a record of their tickets and hence we can say that it is an extra layer of support for the customers other than the customer support team.

Self-service portal elements such as widgets, welcome screens, in-app help, and many other similar elements help users navigate the portal and their dashboard along with the product seamlessly.

Read more: What is Customer Success and why do You Need it for Your Subscription Business Model to Succeed?

Increases Trial-Conversion Rates

Offering your customers, a trial of your product is a chance where you either make an opportunity or break it.

For an instance, when a user starts to use the product on a trial basis and gets stuck somewhere while operating the service or product, then there should be enough elements present at the table of the self-service portal from where the customer can access it and solve the self-service portal easily.

The main role of the customer portal for SaaS in 2022 is to save time and let customers have an insight into solving their problems without getting independent from anyone else especially when one needs to solve the problem as soon as possible.

If you are wondering what could be added to the self-service portal in order to increase the trial to conversion rate then you can add playbooks, in-app guides, technical support guides, and much more that suits the interest of your business.

Once your customer notices that you have a complete guide and support system for the customer, there gets a higher probability of converting the customer from a free to a paid user. Hence, it is not only beneficial for the merchant but it will also pull great advantages and benefits for the consumers or users.

Read more: How to Drive Conversions from Trial to Paid Conversions in B2B SaaS Businesses

Less Prone to Human-Error

We all know the importance of one-to-one discussions, and taking real-time help but at the same time, we do realize that this has a higher probability of mistakes because when the support ma is inundated with support tickets, there could be a number of reasons that give rise to making mistakes.

On the other hand, if customers have a self-service portal that is equipped with guides, technical support manuals, and much more the risk of human error will be reduced to a greater extent.

Hence implementing the self-service portal for the use of a product or service is highly recommended as it can save a lot of time and keep the risks at bay produced because of human error.

Integrate System’s Self-Service Portal with Knowledge Base for

A knowledge base of a system is one of the important guidelines for the users of a product of a system. implementing a self-service portal with a knowledge base has been given a term that is called a self-service knowledge base.

The self-service knowledge base is the collection of all information in the form of how-to guides, informative articles, and similar content to help users navigate through any kind of roadblock if they face any.

Self-management for SaaS users and customers is the greatest key to getting satisfied with a product or service. Documentation of your product and its various features makes a lot of processes easier for the customer and improves the customer experience (CX).

How does SubscriptionFlow provide a self-service portal for SaaS merchants and customers?

SubscriptionFlow is a subscription management platform that aims its feature and solutions at the curing revenue models. With that being said, SubscriptionFlow offers a customer relationship management feature for the users, and not only this but it also has its self-service portal.

The self-service portal of the subscription management platform is the most customizable portal for B2B customers as merchants have complete autonomy to manage the visual presentation, fields, custom objects, and everything else.

Customers can also have their own self-service portal to access. In the customer self-service portal, the manager can make the changes and set the settings according to the preferences. However, customers will be able to access and view their personal information, subscriptions, history, and pertaining relevant data.

Schedule a demo with SubscriptionFlow!

SubscriptionFlow’s customer B2B self-service portal enables you to manage your business through the manager’s portal where merchants can manage their business. moreover, for configuration, settings, views, profile management, and every feature and solution are made to render our B2B customers seamlessly.

SubscriptionFlow invites you to schedule a demo with us and our customer success team will give you a walkthrough of every feature necessary for the scalability of your business.