How to convert your outdated customer portal into a high-engagement community tool?

You are dealing with Millennialls and Gen-Z customers who are living in an unforgiving culture. They spend an insane amount of time (10-12 hours to be precise) on the internet. As a result, when they find any product or service online, they expect it to be nothing short of flawless. They often don’t give second chances to sellers of products and services. They are more demanding than ever before.

A Harvard Business Review blog stated that 81% of customers prefer self-service in an online portal instead of calling a service desk. If you are a firm that hasn’t updates its customer portal in a while, this blog is for you.

The unpreparedness about rising consumer demands

Consumers are evolving every day because technologies are exposing them to never-before-seen online experiences. Companies are thus in a constant struggle to keep customers engaged on their portal so they keep visiting and buying. Age-old brands with their fancy brick-and-mortar shops are equally struggling to get the attention of the ever demanding consumers today. What has changed exactly?

As a result, several businesses are failing to deliver the online functionality that consumers want and expect. These portals can be termed as ‘legacy portals’ that are hard to integrate any new functionality or to customize as per the changing needs of customers. These portals are often not mobile or device-friendly either, don’t have fun features or notifications to update the visitors and have no mechanism to bring back these visitors.

Converting outdated portals into customer community portals

The solution of the problem lies in the behaviour of your customers. Millennials and Gen-Z are spending 6-7 hours per day on social media and almost the same amount on their mobile phones. You need to create an engagement community that replicates the experience of social networking on mobile phone. Here’s what you need –

Brand Communities – an out-of-box way to engage your customers

With Brand Communities platform, any business can create a modern customer community portal with out-of-box components and intuitive designs. Positioned uniquely as a blend of customer communities and brand intelligence dashboard, our platform helps you cross the chasm between brand-led emotions and buying decisions.

We combine best of both the worlds to deliver the most relevant actionable insights. Businesses with legacy portals and low engagement can opt for converting these portals into high-engagement customer communities. These community portals can bring in traffic, customer satisfaction and brand recall in an unthinkable volume.

Platform extensions

Our platform can be deployed in modules with a much sharper focus. The following are our platform extensions:

Vinfotech owns the world’s best social network development framework vSocial that allows for deeper engagement features and integrates them into your legacy portals. Here are the following benefits that you get from our platform –

360º data capture

You can map how customers interact with your brand before, during and after purchasing. Get data insights into why your customers are interacting in a certain way. Record customer reactions from sources like websites, social networks, brand, product feedback from advertising on TV and etc.

Dynamic sentiment visualization

Our platform helps you generate real-time, color-coded schemas of your customers' feedback on your brand. You may add a layer of Google maps to know the locations from where your customers are commenting. You can turn your real-time, geo-tagged sentiment heat maps into actionable insights.

Deviation mapping

How much was a marketing campaign successful? Map your planned marketing campaign objectives against the impact actually delivered. Run a causal research campaign to understand customer reactions to your brand communication. Use deviation mapping to understand the positive and negative deviations.

Post-purchase outreach

This is one of the most useful tools to register and onboard your customers immediately after purchase. Plan a post-purchase feedback campaign comprising in-app notifications, SMS, email and phone calls. Record this feedback in pre-designated research data forms.

With a variety of such features and extensions, your legacy portal can easily become a customer community loved by your existing and potential customers. It’s time to get out of the ancient zone and start acting how your customers do. We can make this conversion happen for you. Give us a call.