To fulfill the requirement of ever busy and always connected customer, cloud and telecom service companies should provide an excellent cloud infrastructure services. Self Service Portal (SSP) is one of the vital elements of cloud-based services. It allows consumer to ask directly for a service or product and escape going through conciliator.
The rationale of an outstanding Self Service Portal is to reduce consumer effort and take advantage of the experience quality. Below are 7 best practices to keep in mind while building a Self Service Portal (SSP):
1. Create automated fulfillment
While placing any request via self service portal, end-user has to fill a request form. The amount of time to fulfill manually could be on higher side. If the fulfillment process is automated then request can be placed quickly. It transforms end user as happy user.
2. Well defined fulfillment rules
The expertise needed for mechanize requests is demanding and should take advantage of available interfaces of the principal product or solution. To build an automated self service portal workflow, it’s necessary that the guidelines for gratifying a request are unmistakably distinct, along with consequences when a request is rejected.
3. Personalize for better user experience
It’s essential to personalize the self service portal features to provide better user experience. It does not matter whether you are building for administrators, team members or end-users, every user has distinct requirements and a tailor made self service portal and excellent application support management brings a considerable user experience advantages.
4. Interface branding
Self service portal is the place where customer meets the service provider on regular basis and creates an impression and interaction between both of them. There are quite a few aspects that can be helpful in making right impression on client. Interface branding and providing excellent user experience is one of them. It is known as White Label. It is an application development challenge to give fully distinct self service portal to all end-users. But this is what organization should target to achieve while developing a self service portal.
5. Provide usage analytics
Create the self service portal to gather customer information to sustain constant enhancement in the system and application. Analytics on end-user usage is an important element to acquire new client and also gaining loyalty of existing customers. It also helps you to offer features as per end-user requirements in coming release cycles.
6. Guide the user
The new digital style incline in the direction of clutter free and minimalistic designs intended to direct the end-user as a substitute of expecting the end-user to choose from existing choices. Self service portal that sticks to this user experience formula is expected to be accepted quicker. It also helps to reduce complications.
7. Get rid of recurring actions
Easy and simple usability is an important aspect to create an excellent impression on end-user’s mind. One should analyze the actions that are being performed on regular basis, build them into application and remove unnecessary data entry.