This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

Innovation in Customer Portals

Offered to All TSIA Members

Presented to a company who has embraced innovation to improve functionality, user experience, and business benefits of a customer portal, ideally embracing pacesetter practices identified in “The State of Knowledge Management 2018: Six Ways to Dramatically Improve Self-Service.” While traditionally customer portals have been focused on self-service for technical support, today’s technology firms are investing in portals across a variety of divisions. These include managed services performance dashboards, customer project dashboards for professional services, learning centers for education services, online service catalogs and self-service contract renewals for service revenue generation, communities and ideation for product management.

Overview: What You Did

Provide an overview of your innovation at a high level. Details can include, but are not limited to, any or all of the following:

  • Limitations of previous customer portal(s) which lead to introducing innovation
  • Content access strategy, including approach to search, frequently asked questions (FAQs), guided search or chat bots, diagnostic aids, decision trees, etc.
  • Digital elements such as video libraries and mobile applications
  • Use of analytics such as usage analysis, relevancy analysis, content gap analysis
  • Roadblocks or challenges faced, and how you overcame them
  • Lessons learned. What would you do differently next time? What can others learn from your journey?

Business Impact: How Innovative Customer Portals Have Helped Your Company

Describe how innovations to your customer portal have impacted business outcomes for your company. Provide supporting evidence*, such as:

  • Cost savings or efficiency gains
  • Assisted support deflection, including reductions or reallocation of staff
  • Improved onboarding for customer success
  • Increased consumption of learning content
  • Additional revenue generated from online expand selling

Customer Impact: How Innovative Customer Portals Have Helped Your Customers

Detail how innovations to your customer portal have positively impacted your customers. Provide supporting evidence*, such as:

  • Improvements to customer satisfaction scores (CSAT) or customer effort scores (CES)
  • Metrics related to customer adoption of self-service options (i.e., time spent on website, articles viewed, or searches executed)
  • Satisfaction scores for self-service and metrics for self-service success
  • Impact on your customers’ businesses and/or on their customers (if applicable)
  • Customer testimonials

Judging Criteria

Your application will be judged on the following criteria:

  • The Pacesetter Factor of Your Application: Is your application based on a compelling “best practice” and/or is it truly “innovative” in today’s technology industry?
  • Business Impact: How has this helped your company?
  • Customer Impact: How has this helped your customers?
  • The Cohesiveness of Your Application: Is there a single, end-to-end narrative that is easy to follow and supported by good examples and/or data? (i.e., business challenges, inception, creation, implementation, adoption, measurement, expansion, process, results, lessons learned, future projections)
  • The Effectiveness of Your Metrics: Do the metrics that you included adequately support the story that you are telling and are they organized and presented well?
 

* These are suggestions only, provided to give an idea as to the appropriate type and level of detail. This is not a comprehensive list nor intended to limit your response in any way.