How to Create a Self Service Portal

9 min read
Jan 26, 2023
a red-haired woman sitting with a laptop on her lap

Do you ever find yourself constantly answering the same questions from customers over and over again? With the rise of digital self-service solutions, now is the time to explore creating a self service portal. Through providing customers with an additional source for searching for answers, you might be able to save yourself valuable support time while still offering your customers quick responses. If you’re on board with this idea but uncertain where to begin, then look no further – we’ve got all the details right here! From choosing software options to utilizing automated messaging systems and more, get ready to customize your own self service portal that suits both your company's needs and those of its customers.

What is a self service portal?

A self service portal is a great tool for customer service, making it easier to access helpful self-help content from the comfort of their own homes. It's like having a knowledgeable customer service assistant, who has all the answers, accessible at any time - you can log in and get answers to questions or use it to research products or services. While self service portals are primarily designed to save customers' time and effort when seeking help, they ultimately provide an improved customer experience by providing handy self-service options that can enhance the satisfaction of customers' interaction with companies.

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Benefits of a self service portal

1. Increased Customer Satisfaction

One of the primary benefits of a self-service portal is that it can help to increase customer satisfaction. A self-service portal gives customers the ability to resolve their own issues without having to contact customer service. This can save customers a great deal of time and frustration, as they will not have to wait on hold or deal with unhelpful customer service representatives.

2. Reduced Costs

Another benefit of a self-service portal is that it can help to reduce costs for your business. By giving customers the ability to resolve their own issues, you will not have to hire as many customer service representatives. Additionally, you may also be able to reduce call volume by directing customers to the self-service portal instead of customer service.

3. Improved First Call Resolution Rate

Another benefit of a self-service portal is that it can improve your first call resolution rate. First call resolution is the percentage of calls that are resolved on the first contact with the customer. By giving customers the ability to resolve their own issues, you can increase your first call resolution rate and improve the overall efficiency of your customer service department.

4. Increased Sales

A self-service portal can also help to increase sales for your business. By providing customers with a easy way to find answers to their questions, you can encourage them to make purchases through your website instead of going to a competitor’s site. Additionally, a self-service portal can also help to upsell and cross-sell products to customers by providing them with relevant product recommendations.

5. Improved Customer Retention

A self-service portal can also help to improve customer retention for your business. If customers are able to easily resolve their own issues, they will be less likely to churn and more likely to remain loyal to your brand. Additionally, a self-service portal can also help to create advocates out of your happiest customers by giving them an easy way to give feedback and leave positive reviews.

6. Reduced Wait Times

Another benefit of a self-service portal is that it can help to reduce wait times for your customers. If customers are able to resolve their own issues without having to contact customer service, they will not have to wait on hold or deal with long phone queues. This can lead to increased satisfaction and fewer abandoned calls.

7. Improved Customer Service Quality

A self-service portal can also help to improve the quality of customer service that your business provides. By giving customers the ability to resolve their own issues, you will free up customer service representatives to handle more complex issues that require human interaction. This can lead to improved satisfaction for both customers and employees alike.

Key features of a customer self service portal

24/7 availability

One of the most important features of self service portals is their 24/7 availability. Where customers are from different time zones or have urgent queries that need a response, self service portals allow them to access helpful resources any time, day or night. This means businesses can still be supported 24 hours a day and customers don’t have to wait days for answers to their questions. For this reason, 24/7 availability of self service portals is an essential feature for providing quick and efficient support to customers.

Another great way of providing 24/7 access to self service portal is putting it inside a customer support chat. You can do that if you use LiveChat as your live chat tool. Then, you can integrate it with another product, KnowledgeBase, which is a knowledge base software. Then, you can have customer support knowledge base in a chat window. It can be used by your customers seeking solution before contacting your agents.

Multiple Language Options

Having multiple language support for self service portals brings immense value to businesses by allowing customers from all around the world to access and use their services with ease. Being able to offer support in languages other than English enables customers to feel comfortable using self service options and helps them feel appreciated, ultimately resulting in a better experience for everyone involved. Furthermore, having multiple language support can positively impact your company's reputation and help you establish valuable relationships with potential international customers. By offering effective self-service communication in a variety of languages, you can provide a streamlined customer experience that values the needs of people from different backgrounds and communicating styles.

Accessible from any device

Having a self service portal that caters to customers no matter what device or operating system they're using is critical for any business that prioritizes customer satisfaction. With access from any device or operating system, customers can better self serve on their own time and from the comfort of their homes or workplaces. This offers convenience to customers and save businesses timely and financial resources alike as self service portals are more cost-effective than traditional customer service methods. In other words, accessibility of self service portals from any device or operating system should be taken into consideration for any striving business looking for improved customer experience.


Analyzing customer data is one of the most important factors in running a successful self service portal. Having access to detailed analytics can give businesses invaluable insights into customer behavior, allowing them to tailor their offerings in response to customer demands and expectations. Furthermore, analytics can provide an indication of what areas may be falling short in terms of the self service portal’s design or content. By proactively and regularly assessing these metrics, companies can continuously adapt to meet changing customer needs. Therefore, users have a consistently engaging experience with the self service portal, leading to greater satisfaction. Ultimately analytics can help customers get what they need quickly and efficiently from self service portals, creating happy customers and strong ROI for businesses alike.

Text editor

A key feature of self service portals is the text editor, which allows customers to easily write and edit their own tickets or inquiries in order of highlighting any issues they may be experiencing. This feature provides individuals with more control over the process, as it not only allows them to add any relevant details but also review and double-check the information before submitting their ticket or inquiry. With self service portals, text editors provide a faster, more efficient way for people to communicate with companies and get the help they need.

Powerful search

Search is one of the most important features of a self service portal that stores knowledge. Having powerful search capabilities allows users to easily find what they need and find the information quickly. It not only makes it easier for users to access the answers or resources but also helps organizations scale self service portals more effectively due to its efficiency in search capabilities. A powerful search within a knowledge base offers great advantages, as it can bring relevant content faster with improved accuracy and more specific results than manual searching methods. It's no wonder organizations with self service portals often invest heavily in their search platforms to make sure they get maximum benefit from their knowledge base investment.

Good UX

In this day and age, customer self service portals are becoming increasingly popular as an efficient way to fend off messages and simplify customer support tasks. A well-designed UX knowledge base can provide users with an intuitive self service platform, allowing them to quickly find the information they're looking for without needing to contact customer support. This results in a win-win situation for everyone involved: customers are able to resolve their issues faster, while businesses save resources by reducing the amount of contacts to their customer service team. Ultimately, creating an effective UX knowledge base is a great opportunity for companies to boost the user experience while achieving cost savings.

How to create a self service portal?

Creating a self service portal is an effective way to give customers more control over their journey. It helps to provide easy access to documents and forms, offers self-help options, and streamlines customer interactions which can improve their overall experience. With the right planning and development, you can create a self service portal that provides more comprehensive functionality without sacrificing navigability or usability – even for those unfamiliar with your organization. Developing this type of self-service platform isn’t necessarily difficult, but it does require thoughtfulness and ongoing refinement. As part of the process, identify the types of requests customers typically have, develop clear workflows for self-solving tasks as well as escalation paths when needed, and design intuitive navigation methods to make it easier for customers to find the information they need quickly. The end result should be a self service portal that is both highly functional and user friendly, saving you time from having to manually manage countless customer inquiries.

Start today

Are you looking for an easy and intuitive way to set up self service portals? Look no further than KnowledgeBase! Not only does the knowledge base tool allow you to instantly create self service portals in a snap, but it’s also so user-friendly that anyone can set one up in just a few short minutes. Whether you’re a tech pro or tech novice, self-service portals made with KnowledgeBase are sure to meet your needs.

Here you can learn more about building a knowledge base.