A customer experience portal (also known as a customer hub) is the single source of information for everything the customer needs throughout the lifecycle. It is typically located within the product itself and is used to share and collaborate with customers on tasks, timelines, meetings, readable resources, training materials, data dashboards, and much more. When a company uses a customer hub, it no longer has to spend hours trying to prepare for customer meetings, sending customers relevant information at specific milestones, and so forth.
One particular use case for a customer portal is to facilitate the onboarding process of new customers. By providing them with a centralized location for all of the resources and information they need to get started with the product, a customer hub can significantly reduce the time and effort required to onboard new customers.
Other than the benefit of increasing capacity, the biggest benefit of a customer hub is the frictionless customer experience. Customers can access everything they need from one centralized spot, which improves their overall experience with the product or service. By providing a comprehensive and personalized experience, SaaS companies can improve customer satisfaction and loyalty, reduce support costs, and increase overall efficiency.
Which engagement models are customer hubs suitable for?
Customer hubs can benefit both high-touch and low-touch engagement models. In a high-touch engagement model, CSMs spend most of their day on Zoom meetings with customers. CSMs need to prepare well in order to come up with great recommendations for how customers can achieve their expected business outcomes rather than just hop on a call and ask "how can I help you today." During the preparation time, the CSM will explore its customer success BI systems, understand their usage patterns, then go into Salesforce to see what they want to achieve from the start, compare results to goals, and so on. This process may take 30 minutes to an hour for each customer.
Using customer hubs allows CSMs to save most of this time. Customer hubs serve as a single source of truth for all customer information. CSMs can access all the relevant data about their customers in one place, including their own action items, their existing usage patterns, expected business outcomes, and a summary of all previous conversations. This means that CSMs no longer need to spend hours searching for information in multiple systems and can instead quickly and easily access all the information they need in one place.
For low-touch engagement models, customer hubs can be used to automate and scale customer success. Customers can access the customer hub to find the information they need, such as training materials, how-to guides, and best practices. They can also use the hub to communicate with the company, such as submitting support tickets or asking for help with a particular feature. By providing customers with a self-service option, the company can reduce the number of support tickets and inquiries that need to be handled by the customer success team.
EverAfter Customer Experience Platform
EverAfter is a customer experience platform that enables CS teams to create customer hubs for every touch point in their customer life cycle. From high-touch to low-touch onboarding, POC, Customer Marketing/Advocacy, Ongoing and customer meetings. The platform is designed to help SaaS companies to provide seamless customer experience, improve customer engagement, reduce churn, and increase revenue. It offers a variety of features such as personalized dashboards, task management, training resources, and customer feedback tools.
One key advantage of EverAfter is its ease of use. The platform is user-friendly and customizable, which makes it easy for both customers and internal teams to navigate and use. Additionally, it integrates with popular CRMs and support systems, such as Salesforce and Zendesk, which can save time for customer success teams.
Another benefit of EverAfter is its ability to provide personalized experiences for each customer. The platform allows for segmentation and targeting, which enables companies to provide tailored content and resources based on a customer's specific needs and interests.
In summary, customer experience portals or customer hubs can provide significant benefits for both high-touch and low-touch engagement models. They can save time for CSMs, provide a centralized location for all customer information, and automate and scale customer success for low-touch engagement models. By using customer hubs, companies can improve the overall customer experience and increase efficiency.