How to Reduce Customer Support Costs Thanks to Self-Service Portals?


High customer service costs are a significant challenge. Forrester Research has that found live agent interactions cost $6-$12, while self-service is as low as $0.25, potentially reducing costs by 75%. In this post, we delve into the power of self-service portals to reduce costs and enhance customer satisfaction.

Key Challenges in Customer Service

Customer-facing departments often grapple with the substantial issue of soaring customer support expenses. To tackle this problem, companies set their sights on optimizing their support operations, boosting efficiency, and, in some instances, downsizing their support teams. Furthermore, it's crucial to alleviate the burden on other overloaded customer support channels like hotlines and cut down on expenses tied to physical locations.

Another formidable challenge lies in meeting customer expectations regarding the speed and availability of services. In today's fast-paced world, customers are increasingly averse to waiting. Subsequently, intricate customer support processes and excessive paperwork poses a significant obstacle to meeting this demand.

To overcome these challenges, companies must focus on reducing support costs and improving the customer experience. This, in turn, leads to heightened satisfaction and improved efficiency. So, what's the solution to these issues?

How does a Self-Service Portal Improve Customer Service Performance?

A Self-Service Portal enhances customer service efficiency by providing customers with direct access to the information and resources they need, reducing the volume of routine inquiries that would otherwise burden support staff.

Self-service portals empower customers to find solutions to their problems independently, 24/7, resulting in faster resolutions to problems and improved overall satisfaction. Moreover, it allows support teams to focus on more complex and critical issues, optimizing their productivity and resource allocation.




Lengthy manual resolution of routine support tickets Implement automated ticket recognition in self-service portals Cost savings, quicker issue resolution, improved satisfaction
Support channels inundated with simple queries Incorporate chatbots on the portal to handle basic queries Reduced response times, efficient support, better customer experience
Support agents spending significant time on repetitive inquiries Provide a knowledge base and FAQs for customer self-help Reduced agent workload, faster problem resolution, increased satisfaction
Support teams guiding customers through issue troubleshooting Offer step-by-step troubleshooting guides through self-service portals Streamlined support, faster issue resolution, improved experience
Challenges in guiding customers through complex processes Utilize interactive virtual assistants in self-service portals for visual guidance Simplified complex processes, quicker issue resolution, enhanced efficiency
Frequent customer inquiries about order or service status Provide real-time updates on order progress through self-service portals Fewer manual inquiries, efficient support, and increased satisfaction
Inconsistent support information across various channels Offer unified access to accurate information via the self-service portal Consistent responses, reduced confusion, improved satisfaction
Continuous updates required for the knowledge base Encourage user contributions to maintain an up-to-date knowledge base Continuous updates, enhanced experience
Difficulty identifying support trends and areas for improvement Collect user interaction data for insights and refined support resources Valuable insights, resource efficiency, better customer satisfaction
Generic support responses that may not meet specific needs Offer personalized support based on user behavior and preferences Tailored assistance, higher satisfaction, improved efficiency


Manual Resolution of Routine Tickets vs. Automatic Ticket Recognition

 Problem: Manual resolution of routine support tickets is time-consuming and resource-intensive, leading to increased customer support costs and slower response times.

 Solution: Self-service portals implement automated ticket recognition: swiftly identifying and addressing common issues and reducing the need for manual handling.

 Benefits: This streamlines support operations, leading to cost savings, quicker issue resolution, and improved customer satisfaction, which ultimately enhances the company's efficiency and reputation.

Human Support vs. Chatbots for Basic Queries

 Problem: Simple queries flood customer support channels, leading to longer response times.

 Solution: Incorporating chatbots on a self-service portal can instantly address basic queries and free support staff to handle more complex issues.

 Benefits: This implementation reduces response times, enhances support efficiency, and ensures that support teams can allocate more time and resources to resolving complex customer inquiries: ultimately improving the overall customer experience.

Manual Support vs. Knowledge Base and FAQs

 Problem: Support agents spend significant time answering repetitive questions.

 Solution: Self-service portals house comprehensive knowledge bases and FAQs that customers can access independently, decreasing the number of repetitive inquiries.

 Benefits: Implementing self-service knowledge bases and FAQs reduces the burden on support agents, allowing them to focus on more complex issues and improving overall support efficiency. Customers can quickly find answers to common questions, resulting in faster problem resolution and improved satisfaction.

Guided Support vs. Self-Service Troubleshooting Guides

 Problem: Support teams spend time guiding customers through troubleshooting steps.

 Solution: Self-service portals offer step-by-step troubleshooting guides with visuals, enabling customers to solve issues without agent intervention.

 Benefits: Implementing self-service troubleshooting guides streamlines support operations by reducing the need for agent guidance. Customers can independently resolve issues quicker, resulting in higher efficiency and a better customer experience.

Phone-based Assistance vs. Interactive Virtual Assistants

 Problem: Guiding customers through complex processes over the phone can be challenging.

 Solution: Self-service portals can employ interactive virtual assistants that guide customers visually through intricate tasks, reducing the need for lengthy explanations.

 Benefits: Implementing interactive virtual assistants through self-service portals simplifies complex processes and reduces the challenges of phone-based assistance. Customers receive visual guidance, leading to quicker issue resolution and improved overall efficiency in customer support operations.

Manual Inquiry and Answers vs. Real-Time Status Updates

 Problem: Customers frequently inquire about order or service status updates.

 Solution: Self-service portals can provide real-time updates on order progress, reducing the need for customers to contact support for updates.

 Benefits: Implementing real-time status updates through self-service portals minimizes the need for manual customer inquiries. Customers can conveniently access up-to-date information, resulting in a more efficient support process and increased customer satisfaction.

Inconsistent Information vs. Multi-Channel Access to Information

 Problem: Customers use various channels to seek support, leading to inconsistent responses.

 Solution: A self-service portal offers a unified platform where customers can access accurate information, reducing discrepancies across different channels.

 Benefits: Implementing multi-channel access to information through a self-service portal ensures consistent and accurate responses, regardless of the support channel chosen by the customer. This enhances the customer experience and eliminates confusion, improving customer satisfaction.

Outdated Content vs. User-Generated Content

 Problem: Building a comprehensive knowledge base requires continuous updates.

 Solution: Self-service portals can encourage users to contribute to the knowledge base by submitting helpful tips and solutions, ensuring up-to-date content.

 Benefits: Companies can maintain a continuously updated knowledge base without extensive manual efforts by promoting user-generated content on self-service portals. This dynamic approach ensures customers can access the latest information and solutions, enhancing their experience and satisfaction.

Solutions Based On Outdated Data vs. Automatic Analytics and Continuous Improvement

 Problem: Identifying support trends and areas for improvement can be challenging.

 Solution: Self-service portals can collect user interaction data, helping companies identify common pain points and refine their support resources accordingly.

 Benefits: Companies can gain valuable insights into customer behavior and support trends by utilizing analytics and continuous improvement tools within self-service portals. This data-driven approach enables more effective resource allocation, streamlined support processes, and higher customer satisfaction.

Mass Solutions vs. Personalized Solutions

 Problem: Generic support responses might not address specific customer needs.

 Solution: Self-service portals can offer personalized solutions based on user behavior and preferences, ensuring relevant assistance.

 Benefits: By providing tailored support, implementing personalized solutions through self-service portals enhances the customer experience. Customers receive assistance that directly addresses their individual needs, resulting in higher satisfaction, improved issue resolution, and greater efficiency in customer support operations.

Cut Customer Service Cost Using Self-Service Portals

Self-service portals have become indispensable for helping companies manage their customer support costs while enhancing customer satisfaction. At e-point, we are dedicated to helping you unlock the full potential of self-service portal solutions.

We design and implement self-service portals that offer a comprehensive answer to the challenges faced by customer-facing departments. Our solutions allow you to streamline operations, reduce costs, and improve customer experiences.

Ready to take your customer service to new heights? Contact us today to explore how our self-service portal solutions can seamlessly integrate into your workflow. Our expert team stands ready to assist you in revolutionizing your customer service, aligning it with the demands of the modern consumer.