How can you pick up your customers at a central location and offer a smooth customer journey through your self-service?

Give your customers direct access to information, support, and services — around the clock.
Your customers can navigate through detailed product catalogs and assemble products themselves according to their specific requirements using configurators. This simplifies the sales process and can also simplify the search for solutions to problems.
Your customers can view their order history, track current orders and, if necessary, receive suitable solutions for their ordered products without having to search for them for a long time.
Within account management, your customers can independently manage their personal data, account settings and preferences. This gives customers full control over their information and preferences, leading to higher user satisfaction and reducing administrative tasks for your team.
A knowledge database provides central access to an extensive collection of articles, instructions and frequently asked questions (FAQs), which help customers find solutions to their concerns on their own. By connecting to the order history, this area can be highly personalized.
Using a ticketing system, customers can create support requests as tickets directly in the portal, track their processing status in real time and add additional information as needed. This ensures structured and efficient communication between customers and the support team, which allows inquiries to be resolved more quickly.
Your self-service portal can help the majority of your customers with automated processes, which reduces your staff costs and ensures the scalability of your customer service. In addition, the portal is modularly expandable and can also offer additional functions without much effort.
The self-service portal enables customers to access the information and services they need anytime, anywhere, which reduces waiting times and increases satisfaction.
Through interactions in the self-service portal, you gain valuable insights into customer preferences and behavior, which can be used to optimize products, services, and customer experiences.
By automating routine inquiries and ordering processes, the portal relieves your customer service team. Your experts can focus on more complex inquiries and have less administrative work.
“With our new self-service-portal, we were able to increase customer satisfaction. It is impressive how quickly and efficiently problems can now be solved independently by our customers. ”
Stefan Brunner // Head of CX Projects
Teufel is Europe's largest direct seller of audio products. For the 2023 Christmas season, they wanted to expand the self-service offering in customer service in order to be able to use the existing resources more effectively for truly urgent customer problems. In summer 2023, we therefore began developing a self-service portal.
Gemeinsam klären wir deine Fragen und schauen, wie eine Umsetzung aussehen könnte.
How is data backed up in the self-service portal?
We implement numerous security measures, including encrypting data both during transmission and storage. Regular security audits and strict access controls also ensure that sensitive information is protected. As a result, all data protection standards can be met.
How long does it take to implement a self-service portal?
The length of implementation depends on the size and complexity of the project. Typically, the time frame ranges from a few weeks to several months. That is why we always work together to develop a detailed project plan with clear milestones as part of an initial workshop.
Does the self-service portal comply with all relevant legal and industry-specific regulations?
When designing, developing, and maintaining your self-service portal, we comply with data protection laws, security standards, and industry-specific compliance requirements to protect your business from legal issues. In addition, we carry out regular audits on these areas and evaluate the performance of the portal to protect against external changes.
How can the success and effectiveness of the self-service portal be measured?
The success and effectiveness of the portal can be measured through various metrics and analysis tools that provide insights into usage, user satisfaction, and efficiency gains. We support you here in setting up dashboards and reports as well as evaluating the generated data. Which metrics should be used to measure success depend largely on the scope and focus of your individual portal.
Can a self-service portal scale as my business grows and the number of users grows?
Self-service portals are designed for scalability to grow as your business grows and as the number of users grows. It uses modern cloud technologies that allow resources to be scaled flexibly to efficiently meet increasing demands. The modular architecture also makes it easy to connect additional systems and solutions.
What are the costs associated with developing, implementing, and maintaining a self-service portal?
The costs of developing, implementing, and maintaining the portal vary depending on the scope and complexity of the project. We offer transparent pricing and detailed cost estimates before the start of the project to help you plan your budget clearly. We would be happy to advise you on this without obligation.
Can the self-service portal be adapted to specific business processes and user requirements?
Our portals are highly individualized to enable adaptation to specific business processes and user requirements. We offer flexible modules and customization options that allow you to create a tailored experience that's tailored to your exact needs. We also support you in continuous analysis and optimization for a first-class user experience.
How easy is the self-service portal for end users (e.g. employees, customers, suppliers) to use?
The design of our portals places great emphasis on ease of use and intuitive navigation to ensure that employees, customers, and suppliers can access and use them effectively without extensive training. It is accessible on various devices and platforms to ensure broad accessibility and user satisfaction.
How can the self-service portal be integrated into existing IT systems and software solutions?
Our portals are equipped with modern API technologies (application programming interfaces), which enable seamless integration into your existing IT systems and software solutions. We work closely with you to ensure that the portal is compatible with your ERP, CRM, and other business systems.