Why Your Central Station Needs a Customer Portal – With a rise in smart DIY monitoring technology giving users more control over their home security systems, central stations are looking for new tools to deliver higher quality customer experiences. One of the most effective solutions available today is the customer portal, which gives users more options for self-service and engagement with your business. A recent study from Microsoft found that 90% of consumers expect a company to have an online portal for customer service and account access. This is a clear indication that buyers appreciate the advantages of self-service and are rethinking what customer service means in an era of smartphones and the connected consumer.
If you’re looking for new ways to transform your central station’s customer experience digitally, self-service portals are an innovative and easy solution to implement. Here is a primer on customer portals, their flexibility, and ways to improve your business’s performance.
Why Your Central Station Needs a Customer Portal
What to include in a Customer Portal?
Although the scope of a customer portal is far-reaching, the core foundation consists of data and information you want to make accessible to your customers. Anything easy to interact with on a user’s own time and actions that can be easily carried out on their terms should be considered. For the security industry, this can include alarm status, invoice history, service requests, payments, and much more. In short, customer portals are a platform that connects your customers to the resources they are seeking – without any additional effort on your end.
Meet Customer Needs with Greater Flexibility
One of the most significant advantages of customer portals is their ability to be completely customizable. Resources delivered in a clean, easy-to-access layout encourage users to log in, engage with their accounts, and give them the confidence to perform more tasks. Some typical customer portal features include 24/7 digital support, the ability to place orders, updates on outages or announcements, support materials, service requests, and the ability to update account preferences and information.
Your dashboards can also be designed to meet your branding standards with custom layouts, colors, and logos to fit seamlessly with your website and branded resources.
Self-Service Frees Your Team
In addition to offering your customers a secure, DIY resource that is accessible 24/7, the ability to reassess staffing needs is another big advantage that comes with offing customer portals. With more users modifying their accounts and handling basic administrative tasks, your business can be more efficient, freeing up your team to focus on higher-priority duties.
“We offer several customer portal solutions for commercial and residential users,” said DICE Corporation Co-President Avi Lupo. “As more consumers expect digital access to conduct business, our clients who have introduced Matrix Portals are finding they are offering higher levels of personalized service, security, and efficiency.”
Improve Customer Satisfaction and Business Performance
We’re all consumers and understand the hassle of waiting on hold or reaching out to schedule service, make a payment, or request information. Self-service portals are an excellent resource to simplify user experience and ensure your customers are interacting positively with your business. Case studies show that customers who are supplied with tools to manage their accounts and interactions on their own time are far more satisfied with their relationship to that business, resulting in improved customer satisfaction and greater business performance. Organizations that offer customer portals are also more likely to see increased sales and impressions that lead to future sales.
Whether it’s flexibility, improved customer satisfaction, or more opportunities to boost business performance, there has never been a better time to think about introducing a self-service customer portal for your central station. If you feel your business could benefit from a customer portal, our team would love to meet with you to discuss options and answer your questions. Contact us today to schedule a virtual demo.