Online Self-Service Portal

Improve customer experience and satisfaction

When it comes to after-sales support, many customers today prefer quick, technology-based resolutions. Our self-service solutions will empower your customers by giving them the knowledge and tools they need to perform routine self-care, without the help of a representative from your organisation. This allows you to save on support costs and focus on other aspects of your business; delivering better products and services to your customers down the line.

Benefits of an Online Self-Service Portal

For Users

Round-the-Clock Support
Customers can log on to the portal anytime, anywhere to perform customer-related tasks, solve issues, and gain immediate access to relevant info.

Relevant, Personalised Content
Customers will see personalised and enriched content based on their profile, activities, preferences, and more.

For Organisations

Cost Reduction
By reducing or cutting out support staff, your organisation will be able to deal with customer issues and service requests at a lower cost.

Positive Interactions & Improved Satisfaction
Self-service enables customers to accelerate their experience and accomplish what they want quickly and efficiently – improving satisfaction levels.

Key Features

Customer-centric
Personalised dashboard, settings & preferences, password reset capability, etc.
Support Tools
Live chat and/or online forms to raise queries, issues, and service requests; appointment calendar.
Knowledge Base
Guides, tutorials, FAQs, downloads, multimedia content, and more.
Automated Delivery
Semi- or fully-automated service request fulfilment, incident resolution and/or status update notifications.

How an Online Self-Service Portal Fits into Your Business Ecosystem

Single Portal, Multiple Info Access
With a self-service portal, your customers will be able to access the information and services they need online. This greatly reduces the operational costs of handling customer enquiries, enabling your organisation to focus on delivering better products and services.

Architecture Diagram

Online Self-Service Architecture
A typical online self-service portal allows information access via exposed APIs or a centralised service bus. Our team is highly experienced in integrating against different back-end systems via exposed APIs such as SOAP Web Services, JSON API calls, HTTP methods, and so forth.

How Clients Use Our Product

A Malaysian tier-1 telco employed the online self-service portal so subscribers can access account & billing information, make payments, purchase add-ons, and more.
Another Malaysian tier-1 telco leveraged the online self-service portal to allow subscribers control over personal and corporate accounts.
A top 4G Internet provider integrated their online self-service portal against an existing back-end system via exposed business APIs.

Did You Know?

A Parature study indicates that 90% of customers expect a brand or organisation to offer online self-service. 73% of consumers also want the ability to solve product- and/or service-related issues on their own¹
According to Harvard Business Review, the process of acquiring a new customer could potentially be 25 times more expensive than retaining an existing one²

Sources – 1: Parature, 2: Harvard Business Review

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