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What You Need To Know About A B2B Self-Service Portal



As a business-to-business marketer, you might wonder what the fuss is about self-service portals. Do B2B buyers want them? And if so, what benefits can they offer your business? In this post, we’ll look at B2B self-service portals, why they’re becoming increasingly popular with buyers, what benefits they can offer manufacturers, and what challenges are associated with them.

So, let’s get started.

What Is A B2B Self-Service Portal?

A B2B self-service portal is an online platform that allows customers to access product or service information and support without contacting the company directly.

Examples Of Self-Service Portals

There are several different types of B2B self-service portals, each offering different features and benefits. Some of the most common types of the self-service portal include:

– Knowledge bases: A knowledge base is a searchable database of information that can be used to answer customer queries.

– Online forums provide customers with a platform to ask questions and share ideas with other users.

– FAQs: FAQs (frequently asked questions) are a common type of self-service portal that provide customers with answers to common questions.

– Live chat: Live chat allows customers to communicate with a company representative in real time.

– Social media: Social media platforms such as Twitter and Facebook can be used to provide customer support and resolve customer issues.

– Video tutorials: Video tutorials can be used to show customers how to use a product or service.

B2B Buyers Want Self-Services

A recent study by Forrester found that 72% of B2B buyers prefer to use self-service portals rather than contacting a company directly. It is because self-service portals offer several advantages over traditional methods of customer support, including:

– Convenience: Self-service portals are available 24/7 and can be accessed from anywhere in the world.

– Speed: Self-service portals allow customers to find answers to their questions quickly and easily.

– Cost: Self-service portals are typically more cost effective than traditional customer support methods, such as call centres.

– Independence: Self-service portals allow customers to resolve their issues without relying on company representatives.

What Are The Benefits Of A B2B Self-Service Portal?

There are several benefits that a B2B self-service portal can offer your business, including:

– Improved customer satisfaction: A self-service portal can help to improve customer satisfaction by allowing buyers to resolve their issues quickly and easily.

– Reduced support costs: A self-service portal can help reduce customer support costs by allowing customers to find answers to their questions without having to contact a company representative.

– Increased sales: A self-service portal can help to increase sales by giving customers the ability to purchase products and services online.

– Improved customer retention: A self-service portal can help to improve customer retention by providing customers with a convenient way to access product or service information and support.

Why Should A Manufacturer Consider A Self-Service Portal?

There are several reasons why a manufacturer should consider implementing a self-service portal. Customers can quickly and easily find the information they need when they need it. It can lead to improved customer satisfaction and loyalty. By providing self-service options, manufacturers can reduce the number of calls and emails they receive from customers seeking support. It can lead to significant cost savings. Customers who can easily find the information they need are more likely to purchase. A self-service portal can help manufacturers increase their sales.

A self-service portal can be valuable to any manufacturer’s customer service strategy. Manufacturers can drastically improve their business by providing customers with quick and easy access to the information they need.

Challenges Of Implementing A B2B Self-Service Portal

Despite the many benefits of self-service portals, there are some challenges that manufacturers must be aware of. One of the biggest challenges is ensuring that the portal is always up-to-date. Information on products and pricing can change rapidly in the business world. If a customer goes to a self-service portal and finds outdated information, they may become frustrated and lose faith in the manufacturer. It is essential to have a team dedicated to keeping the portal up-to-date.

Another challenge of self-service portals is that they can be difficult to set up and maintain. Manufacturers must carefully consider their customer’s needs when designing a portal. They also need the resources and expertise necessary to maintain the portal properly. A self-service portal can do more harm than good if it is not designed and maintained correctly.

Despite these challenges, self-service portals can greatly asset any manufacturer. By carefully considering their needs and objectives, manufacturers can create a portal that will improve their business and provide value to their customers.

If you are looking for a customer self-service portal that would add a lot of value to your business, check out SubscriptionFlow.