Customer Portal Support Software

Customer portal software enables customers to track and send tickets through an easy-to-use interface.

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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.

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

Agent-Based plans	Unlimited agents plans
Scale $18/agent/month	Essential $999/ flat fee/month
Momentum $35/agent/month	Pro $1,874/flat fee/month
Enterprise $49/agent/month	Business Contact us

Yearly

Agent-Based plans	Unlimited agents plans
Scale $12/agent/month	Essential $799/month or $9,588 billed yearly
Momentum $25/agent/month	Pro $1,499/month or $17,988 billed yearly
Enterprise $39/agent/month	Business Contact us

For questions, contact the BoldDesk support team. BoldDesk also offers a 15-day free trial, or you can arrange for a live demo.

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.

PRICING
Plan	Starts at $55/agent/month

Free trial: 14 days

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.

PRICING
Plan	Starts from $15/user/month

Free trial: 14 days

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.

PRICING
Plan	Starts at $119/month

Free trial: 10 days

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.

PRICING
Plan	Start at $8/user/month

Free trial: 15 days

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.

PRICING
Plan	Starts at $50/user/month

Free trial: 7 days

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.

PRICING
Plan	Starts at $39/agent/month

Free trial: 14 days

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.

PRICING
Plan	Starts at $39/internal user/month

Free trial: 14 days

ProProfs

ProProfs is cloud-based software that includes tools for knowledge management, online training, and assistance with clients.

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.

PRICING
Plan	Starts at $49.97 per agent/month

Free trial: 14 days

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.

PRICING
Plan	Starts at £5.50/user/month

Free trial: 30 days

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.

Free trial: 30 days

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.

PRICING
Plan	Starts at $15/user/month

Free trial: 14 days

Summary table for the top customer portal software

Ticketing tool & key features	Pricing plan
BoldDesk 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	Starts at $12/agent/month
Zendesk Help desk (Zendesk Support) Live chat Sales CRM (Zendesk Sell)	Starts at $19/month
Freshdesk Omnichannel help desk Knowledge base Remote support	Starts from $15/user/month
Clinked Branded portals Real-time file sharing Secure document management	Starts at $119/month
Zoho Desk Ticketing system Knowledge base and forums Reporting and insights	Starts at $8/month
Accelo Sign-off module Portal permissions Online invoicing	Starts at $50/user/month
HappyFox Brand customization Self-service knowledge base Ticketing	Starts at $39/agent/month
Copilot Custom branding File management Online document collaboration	Starts at $39/internal user/month
ProProfs Budget management Resource management Time and expense tracking	Starts at $49.97 /agent/month
Kahootz Customizable portal Content management Document collaboration tools	Starts at £5.50/user/month
Huddle Custom branding File management Government-grade security	Contact Huddle
Onehub Controlling versions Offline access Full-text search	Starts at $15/user/month

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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