Build a Customer Portal on HubSpot to Maximise Retention

In today's fast-paced digital landscape, providing exceptional customer service is essential for business success. Customers not only expect swift resolutions to their issues but also seek the convenience of self-service options. This is where a customer portal comes into play, and HubSpot offers a robust solution that empowers businesses to meet these expectations seamlessly. By enabling your customers to self-serve, you increase happiness and stickiness around your business, so a client portal on HubSpot makes sense.

1. Empower Customers to Get Help When They Need It

A customer portal serves as a central hub for customers to access the support they require at their convenience. With HubSpot, creating this portal doesn't require extensive developer resources, making it accessible to businesses of all sizes. This empowers customers to find solutions and get assistance when they need it, reducing the strain on your support team.

2. Connect Help Desk and Shared Inbox

HubSpot's customer portal seamlessly connects with your help desk and shared inbox. This integration ensures that ticket conversations between customers and representatives are maintained, providing transparency on handling issues. It eliminates the need for customers to repeat their concerns, leading to a smoother and more efficient support process.

3. Provide Access to Knowledge Base

Customers often prefer to resolve problems independently. HubSpot's customer portal facilitates this by giving customers access to your knowledge base directly from within the portal. This access to valuable information empowers customers to find answers quickly, reducing their reliance on customer support.

4. Enhance Transparency and Trust

Transparency is a cornerstone of exceptional customer service. Customer portals in HubSpot become a go-to resource for customers to interact with your support teams. Customers can easily track and manage their open and closed support tickets or initiate a new one. This transparency instils trust in your customers, assuring them that their issues are promptly addressed.

5. Minimise Repetitive Tasks for Your Team

Efficiency is crucial for any customer support team. HubSpot's customer portal allows you to automate repetitive tasks, create workflows, and share knowledge base articles with customers, resulting in faster issue resolution. Your team can focus on high-impact tasks by enabling customers to self-serve through the portal.

6. Build Without Code

One of the most compelling features of HubSpot's customer portal is the ability to create, customise, and maintain it without the need for coding. You can easily apply your brand's colours, logo, font, and favicon to ensure a consistent and on-brand experience for your customers.

7. Give Customers Control

Customers value control over their interactions with your company. The customer portal allows them to access and manage their support tickets effortlessly. Whether tracking progress or filing new requests, customers can take charge of their service experience, leading to increased satisfaction.

8. An alternative to Service Hub

A client portal on HubSpot is an evolution from managing customer success on the Service Hub, but make no mistake, both are equally powerful options. With Service Hub, there is no customised portal to enhance the customer experience; tickets drive it through links, form submissions and chatbots. The solution choice depends on your audience, and you may find a developer audience doesn’t mind chat and forms, whereas a larger company may want to enhance their appeal using a client portal. Either way, HubSpot fits the bill.

Conclusion

In conclusion, building a customer portal on HubSpot is not just a business requirement; it's a strategic move to meet the evolving expectations of today's customers. It empowers them to seek assistance on their terms, enhances transparency, and streamlines your support processes. By offering a self-service option and automating tasks, you can improve efficiency and foster trust, ultimately leading to higher customer satisfaction and loyalty. HubSpot's user-friendly platform makes this transformation accessible to businesses of all sizes, ensuring you stay ahead in the competitive world of customer service.

For more help developing your customer success function on HubSpot, talk to a team member who can advise on the pros and cons of Service Hub vs. Client Portal for handling support requests. Simply click here to schedule an appointment.