What is customer portal software?
Customer portal software is a centralized platform designed for customers to create, track, and manage their support requests, get access to company resources and self-service solutions, and manage their accounts. It enables customers to search for product information, get direct access to knowledge base articles, and interact directly with support teams.
For an excellent customer experience, all client portal software needs have a user-friendly interface for easy navigation. It should be scalable and customizable to suit each user’s needs.
Why is the customer portal important?
A customer portal gives customers complete visibility into their interactions with your company. Here are some key reasons why a customer portal is important.
Helps customers before they reach out (self-service)
Customer portal software allows customers to find solutions and answers to their questions through the self-service options available. This enables them to resolve issues independently, thereby reducing the need to contact the customer service representatives for help.
Encourages customer engagement
It provides a platform for better communication between the company and its customers, improving the overall customer experience. It also acts as a channel through which businesses can deliver relevant content, promotional offers, and other interactive features, therefore increase customer engagement.
Makes customers independent and agents efficient
This client portal software has automation capabilities for processes like order placement, tracking, ticket routing, and integrating AI, thus reducing agents’ workload since AI simulates some tasks.
Provides meaningful insight
Customer portal software allows companies to collect valuable data about customer behavior, preferences, and needs, enabling them to make data-driven decisions. It provides a platform for customers to give feedback or reviews, which can help the company improve its products or services.Â
What are the key features of good customer portal software?
Here are some key features of good customer portal software.
Ticketing system
This feature enables customers to report issues or ask questions by creating a support ticket. The ticket is then assigned to a service agent who resolves the problem. It helps in tracking, prioritizing, and managing customer requests effectively.
Customization
All customer portal software should have customization and rebranding capabilities that allow companies to change the look or feel of the portal to match their brand’s preference and needs.
This can include customizing the ticket forms, domain mapping, announcement banner, password policies and other portal customizations such as color scheme, logo and login options.
Knowledge base
Knowledge base software offers a centralized hub that acts as a database of information, articles, guides, FAQs, and tutorials, which customers can use to find answers to their queries. This enables them to solve their support issues without contacting customer service.
Artificial intelligence (AI)
Artificial intelligence in a customer portal can automate various tasks, such as responding to common customer queries, providing product recommendations, or predicting customer behavior. It can also be used to analyze customer data and provide valuable insight.
Multilingual support
For a customer portal tool to support customers from different locations, each having their own native language, the multilingual support feature should be enabled. This will make it easy for customers to translate the multilingual help desk to their preferred languages for faster ticket creation and management. They can also get information in a multilingual knowledge base and interact with the support team smoothly without a language barrier getting in the way.
Security and permissions
Every portal requires security and permissions control tools to guarantee clients’ information remains confidential and intact. Most of these client portals have a single sign-on feature that allows customers to log in to all parts of the portal using a single set of credentials, increasing convenience.
They also include other security features such as audit logs, password policies, and  IP restrictions, ensuring data security and privacy.
Factors to consider while choosing client portal software
When choosing client portal software, look closely at the following features:
Ticket creation and management
The primary purpose of customer portal software is to handle customer issues and inquiries. Good software should make it easy for customers to create tickets and for staff to easily manage their workflow processes. It should also have features for tracking the progress of tickets and notifying customers when their issues have been resolved.
Cloud-based
This means the software is hosted on the internet and can be accessed anywhere, making it easier for customers to gain access to the portal whenever they need to. It also eliminates the need for businesses to maintain physical servers, saving them money and resources.
Scalability
Good client portal software should be able to scale as the business grows, based on factors such as the user capacity, new features available, changes in market trends, pricing plans, and more.
Accessibility from any device
The software should be accessible and fully functional on mobile devices to cater to customers who prefer to access the portal on the go.
Work speed and deployment(AI)
The software should have a simple, clean, and easy-to-use interface for all users, regardless of their technological ability.
Audit history and logs
Good customer portal software will keep a record of all interactions. This includes changes made to tickets, customer information updates, and any other actions taken within the portal. This feature is critical for accountability, tracking progress, and resolving disputes.
User-friendly interface
The interface of the customer portal software should be intuitive and easy to use. Customers should be able to navigate through the portal without confusion or difficulty. This increases customer satisfaction and reduces the need for customer support.
Ability to integrate with third-party apps
Good client portal software should integrate seamlessly with other third-party applications and software used by the customers’ business systems.
Rebranding and customization options
The portal should be easily customizable to fit the business’s and its customers’ specific needs. This includes branding elements such as logos and company colors and the ability to add or remove features.
Multiple language availability
Good customer portal software should support multiple languages to cater to a global audience. This allows customers from various regions to use the portal in their native language, enhancing user experience and satisfaction.
Knowledge management system and community forum
The software should have a self-service repository where customers can easily find answers to FAQs and issues. This can include comprehensive knowledge base software and a community forum to allow customers to interact with each other and share solutions. This reduces the number of tickets raised, as customers can find solutions independently. It also helps in educating customers about the product or service.
Product updates and company policies
The portal should provide real-time updates to customers about their orders, service requests, payments, etc. This feature allows businesses to share important information like new product updates, changes in company policies, or any other company news with their customers. It ensures that customers are always up-to-date with the latest happenings in the company.
Top client portal software solutions
Let’s now look at the best client portal software solutions in the market today and explore their key features, pros, cons, and pricing.
BoldDesk
BoldDesk is modern customer portal software that simplifies customer service by allowing customers to track and send tickets through a centralized and easy-to-use interface. It has powerful and customizable features, with budget-friendly pricing plans, allowing its users to streamline support operations and enhance customer satisfaction.
Key features
- Ticketing software
- Portal customization
- Personalization
- Artificial intelligence (AI)
- Mobile help desk support
- Multichannel support
- Single sign-on
- Password policies
- Multilingual support
- Multi-brand customer portal
- Real-time analytics
BoldDesk pros
- Provides knowledge management software that allows customers to independently access and find answers to their queries, saving them time and effort.
- Automates repetitive tasks in the help desk process, ensuring faster resolution times and improving customer experience.
- Offers customization options that allow businesses to tailor their help desk software to customers’ needs, enhancing customer satisfaction.
- Allows businesses to tailor their help desk software to their needs, improving workflow and efficiency.
- Has a robust task management feature that ensures important tasks are not overlooked and can provide valuable data on performance.
- Has a multilingual knowledge base that enables customers to access information in their native language, promoting self-service and reducing the need for direct customer service intervention.
- Features AI copilot capabilities that can summarize, rephrase, shorten, and translate ticket conversations and knowledge base articles, making it easier for customers to resolve issues on their own.
- Offers robust ticketing software that enhances customer service by ensuring prompt response and resolution to customer issues. It also provides data that helps businesses improve their customer service
To learn more about BoldDesk features, refer to the following video.
Pricing
BoldDesk has two pricing models that are categorized monthly and yearly payments.
Monthly
Yearly
Zendesk
Zendesk enables customers to monitor various activities from a single location. This includes viewing the progress of their issues or requests, assessing knowledge base articles, and gauging their effectiveness.
Key features
- Help desk (Zendesk Support)
- Live chat
- Sales CRM (Zendesk Sell)
Pros
- Offers an all-in-one customer service platform.
- Has a variety of customization options.
- Deploying teams on the platform is easy.
Cons
- High pricing with complicated pricing plans.
- Robust features are only available at higher pricing plans.
Freshdesk
Freshdesk is software for customer portals that can support multiple products. It allows large companies or enterprises to establish dedicated client portals for each product and manage all customer interactions from one central location.
Key features
- Omnichannel help desk
- Knowledge base
- Remote support
Pros
- User-friendly
- Has an advanced workflow.
- Can be integrated with other products.
Cons
- AI is only provided on higher-tier pricing.
- Has occasional breakages when reviewing long thread emails.
- Occasionally slow.
Clinked
Clinked is cloud-based client portal software that enables teams, project groups, and businesses to collaborate efficiently on documents and files inside a secure cloud environment.
Key features
- Branded portals
- Real-time file sharing
- Secure document management
Pros
- User friendly and organized.
- Provides features for downloading files.
- Safe and secure.
Cons
- Has limited use of features, like integrations and storage at lower pricing.
- Has no spelling check function.
Zoho Desk
Zoho Desk is a customer software portal that allows customers to establish by providing them with a variety of information including product updates, new features, upcoming sales, and other news.
Key features
- Ticketing system
- Knowledge base and forums
- Reporting and insights
Pros
- Client portal supports various languages.
- Affordable pricing.
- Integrates with other Zoho apps.
Cons
- Support levels need a pricing upgrade.
Accelo
Accelo is cloud-based software that assists businesses in eliminating ineffective tools, low-quality systems, and manual processes that hinder their general expansion.
Key features
- Sign-off module
- Portal permissions
- Online invoicing
Pros
- Supports teamwork.
- Affordable pricing.
- Easy to use and set up.
Cons
- Has limited support for users.
HappyFox
HappyFox client portal software provides customers with a variety of self-service options available 24/7. These include ticket tracking, community forums, and knowledge bases. The community forums allow customers to assist each other, with the opportunity for support experts to join in and provide advice and solutions.
Key features
- Brand customization
- Self-service knowledge base
- Ticketing
Pros
- Customizable interface.
- Tight integration with Slack.
- Easily navigable multistep ticket management.
Cons
- Limited media connections.
- Some features are only available at high-pricing tier.
Copilot
Copilot is an all-in-one customer portal that offers modules for messaging, billing, files, e-signatures, forms, and knowledge bases. It also features an embedded dashboard module to link analytics software to your portal.
Key features
- Custom branding
- File management
- Online document collaboration
Pros
- Easy to use
- Efficient customer support
Cons
- Some features require higher pricing tier.
ProProfs
Key features
- Budget management
- Resource management
- Time and expense tracking
Pros
- It has a customizable lead form.
- It has a large collection of customizable themes.
- Affordable.
Cons
- Isn’t responsive on some devices.
- Does not have a workflow automation feature.
Kahootz
Kahootz client portal is a centralized platform that facilitates account management and business collaboration for customers. This guarantees protection for sensitive data and keeps customers informed about their account activities.
Key features
- Customizable portal
- Content management
- Document collaboration tools
Pros
- Offers multiple tools at no extra cost.
- Easy to get started.
- Friendly interface.
Cons
- Frequent updates disrupt team.
Huddle
Huddle provides a client portal specifically designed to enhance collaboration between businesses and customers through a “document-centric” approach. This cloud-based tool is ideal for businesses dealing with sensitive personal data, providing a secure data management platform for collaboration.
Key features
- Custom branding
- File management
- Government-grade security
Pros
- Good usability.
- Allows you to access older versions of your files.
- Easy to share documents.
Cons
- Works slowly in different locations.
Pricing
- Pricing details can be obtained by contacting sales.
Onehub
Onehub is a digital data room that offers secure online data sharing, enabling teams to exchange even the most confidential information. Its access permissions for users can be differentiated by role, such as administrator, creator, or viewer.
Key features
- Controlling versions
- Offline access
- Full-text search
Pros
- Secure data sharing.
- Comprehensive access permission settings.
Cons
- Not always user-friendly.
- Not compatible with other programs.
Summary table for the top customer portal software
Benefits of client portal software
Client portal software offers vast benefits in customer service.
Provides information 24/7
Client portal software allows customers to access information anytime through the self-service options and anywhere via supported mobile devices if they have an internet connection. They can check their account details, transaction history, documentation, and other necessary information without waiting for business hours. This ensures convenience and accessibility to clients.
Reduces employee workload
Client portal software reduces agents’ workload by automating tasks such as providing account information or processing simple requests. This allows agents to focus on more complex tasks, requests, and issues, improving productivity and efficiency.
Imposes a high level of security
Client portal software typically has robust security features to ensure the confidentiality of client information. These portals use encryption and other security procedures to protect customers’ data from unauthorized access, thus ensuring that sensitive client information remains secure.
Enhances customer experiences
With the convenience, accessibility, and security offered by client portal software, clients can easily access the information they need, perform tasks at their convenience, and have peace of mind knowing that their data is secure.
Empower your end-users with a customer portal software today!
As companies place a higher emphasis on customer satisfaction and support, the importance of choosing the correct customer portal software cannot be overstated. As each solution has its own strengths and weaknesses, businesses should thoroughly evaluate their specific needs, budget limitations, and long-term objectives. This will enable them to make a well-informed choice and select customer portal software that most closely aligns with their distinct requirements, thus equipping them to provide outstanding customer experiences in 2025 and beyond.
We recommend trying BoldDesk, for its intuitive customer portal interface, wide range of customer support tools, and affordable pricing plans.
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