These days, as businesses increase their presence online, they adopt more digital technologies that benefit their operations. Self-service portals (SSPs) are one of the most demanded types of such technologies. They are usually implemented as web or mobile applications, depending on the preference of the target audience, available resources, and company policy.
What are workplace services and self-service portals
A self-service portal is a website or, more often, a web or mobile application designed to provide several helpful functions to its users. One characteristic feature of such portals is that users use the functionality of a portal to solve their problems by themselves using built-in features and guides. Depending on the target audience, there are three common kinds of self-service portals.
1. Self-service portal for employees.
This type of portal is part of a closed digital infrastructure of a company that cannot be reached from the external network. In general, an employee self-service portal has advanced security measures to keep away unwanted visitors. For example, it may allow access only from a specific range of IP addresses or using an account registered with a company-owned email address. If such a portal is built as an employee self-service app, it may utilize the hardware properties of smartphones as additional security measures.
Such portals provide access to digital workplace services, necessary contacts, and other work-related information in one place. A self-service portal for employees (sometimes shortened to an ESS portal), is designed to make communication and cooperation among workers more efficient and secure. It also offers several other benefits, which will be detailed later in this article.
2. Self-service portal for customers.
Similar to a portal for employees, a self-service portal for customers also contains contacts and a knowledge base presented with convenient search features to cover the needs of current and potential clients. This way, customers and prospects can solve many related problems by themselves. For example, they may find an address to the nearest service center, download software or firmware updates, register their product online, and more. Customer self-service portals (CSSPs) are so popular they have become a basic necessity for most companies. A survey shows that 67% of customers prefer self-service over speaking to a support agent.
Source: Zendesk
3. General self-service portal.
This type hosts a knowledge base usable by anyone on the Internet. For example, it can be a technical support website that has advanced search capabilities and contains lists of product models and all hardware components, as well as manuals and software updates. As a result, this knowledge base and file repository can be used by companies’ staff, customers, partner stores, service centers, and other affiliates. The Asus Download Center which covers many needs of employees, partners, and customers of the company is such a self-service example.
Key features and functionalities of self-service portals
The features and functionalities of a self-service portal depend on three factors:
Type and target audience of a portal: employees, customers, general audience.
Type and scale of a company.
Portal’s form of implementation: desktop, mobile, or cross-platform application.
For example, a self-service portal of a large manufacturer will have significantly more features than a portal of a small retailer. Portals for employees and customers will cover different aspects and contain different types of information.
Regardless of the factors mentioned above, several features are considered universal and should be implemented in any self-service portal. Here is the list of such standard features.
An ability to create a user account with various levels of personalization. Employees are required to provide such data as their full name, information about their department and role, date of birth, phone number and email address for work contacts, and so forth. This information is for office use only and must be protected. Meanwhile, customers may opt out of giving any personal information, excluding an email address that is required for signing in.
A knowledge base with topical articles and guidelines. The written materials are created and updated by copywriters and engineers to cover the most popular topics and provide algorithms to solve various problems. This information should be served in a way that is easy to understand and implement in practice. In this regard, a section that covers frequently asked questions is among the most demanded self-service portal requirements.
Advanced search capabilities. An extensive collection of data is useless or at least ineffective without a convenient search option. Portal users should have the possibility to find the required information using keywords, menus, and other filters and allow them to input search parameters and narrow down the results.
All these individual features are the characteristics of a good portal. However, to create the best self-service portal for a specific company, the combination of features must be adjusted according to that company’s needs and ensure high performance and usability.
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Optimized workflow. Self-service portals contain a lot of helpful information and present it in an organized and structured form. In general, such portals host a knowledge base that helps users to solve specific problems. This greatly reduces the time to find a solution since there is no new to surf across the Internet.
Personalized approach. Self-service portals also may offer a personalized experience to employees and customers. When new users sign in and provide initial information about themselves, portals may determine potential problems and issues they may encounter. As a result, portals may immediately offer potentially useful information and guidelines for every type of user even before they face any problem.
Improved user experience. In addition to the personalized approach, self-service portals allow users to solve their problems without asking for help from companies representatives. This is especially preferable option for users that do not like socializing. Providing users with the ability to overcome challenges gives them a feeling of achievement, independence, and learning. Thus, it is likely to lead to a positive user experience.
Reduced costs. By offering users an opportunity to solve their problems independently, a company can reduce costs on customer support provided by its staff in offices or service centers. This way, a company can redirect saved funding to other vital areas that promote its growth.
User education. Users can learn new information and skills from self-service portals thanks to knowledge bases, and search guides that describe sequences of actions to solve various proble5s. This fact is true for both employees and customers. On the one hand, staff can learn how to create and submit reports or requests to various company departments, process complaints and warranty-related tickets from clients, and much more. On the other hand, customers can learn how to update and maintain their purchased product, how they should register a product, or submit a ticket presenting a warranty issue.
The importance of self-service portals for companies
Like many other digital solutions widely adopted by companies, self-service portals have a number of advantages for business owners.
They promote efficiency. A well-structured collection of useful information in self-service portals reduces the time required to find answers and solve problems. As a result, users do not need to perform tedious searching, which can be stressful and frustrating.
They save money. Though self-service portals need funding and time to create and maintain, the initial investment pays off eventually. Portals reduce the need for customer support managers and, in some cases, even service centers. Additionally, such portals are regularly updated to cover new questions, issues, and solutions so that they can remain beneficial for users and the company for a long time.
They engage users in fruitful activity. By using self-service portals, users not only solve their problems but also learn new information. It labels a portal as the source of reliable and valuable knowledge, so employees and customers will be eager to return to it when necessary.
They promote the company. A convenient and helpful self-service portal brings positive feedback from its users. In the case of an ESS portal, employees can mention a positive experience of using it as a part of their overall satisfaction with the workplace environment. For example, this may be beneficial when they leave a review or feedback about a company on Clutch or Goodfirms. In the case of a self-service portal for customers, users’ satisfaction can increase trust and loyalty to the company and its production.
They help to identify current issues. Portals also gather data related to user issues and analyze the types of problems that occur regularly. This information may be used to adjust the operation flow, change some working processes, and make other improvements to overcome existing organizational challenges. Additionally, a company may use information about customer issues with products to design new ones that are free of existing flaws.
Best practices, challenges, and solutions in implementing self-service portals
Just like many other software solutions, designing self-service portals focuses on providing a flawless user experience and comprehensive functionality. Visual aesthetics has a lower priority than the system's convenience and performance. So, the task of a portal developer is to ensure that it works fast and offers equally good functionality on web and mobile platforms.
Since self-service portals process confidential data contained in user accounts, the system requires advanced data protection measures. In the case of an ESS portal, the security requirements are much higher and should include multi-factor authentication.
Maintaining the knowledge database in an up-to-date state is another challenge. For this purpose, self-service portals usually have an assigned staff of writers and engineers who join efforts to create and update articles, FAQ sections, contacts, and other relevant data.
One more essential task when creating a good self-service portal is to ensure it is easy to navigate. An intuitive navigation should complement an effective search function so that users can easily find necessary information.
Conclusion
Considering the high demand for self-service portals and their numerous advantages, it is natural that they have become one of the fundamental requirements of any business. With the help of experienced software developers, businesses can build efficient portals for employees or customers offering a range of essential benefits.
Specialists at Intellectsoft understand the importance and high requirements of creating self-service portals for companies. That’s why we offer a tailor-made approach to build a custom-made solution designed specifically for your company’s needs. Our engineers will design and implement the required set of features, ensuring high performance and convenience of the final product. Contact us and describe what kind of self-service portal you need.
The hospitality industry depends a lot on keeping customers happy, but it’s
getting harder to attract and keep them. The pandemic hit this industry hard, and now market competition is tougher
than ever, with competitive offerings swaying customers. Hospitality businesses are willing to spend big to win
customers back. The main questions for many are: how can we stay ahead of the competition, keep our customers, and
increase revenue? Keep reading—we’ve got some answers.
Customers today have so many options that
getting their attention is a real challenge. It’s not easy to make them choose your business over others. What
worked 10 years ago doesn’t work the same way now. Back then, people often chose businesses based on reputation. But
with new types of businesses (boutique hotels, craft cafes) popping up or big enterprises getting a new strategy,
expectations have changed. The good news is these businesses have shown what works: great customer
service. They focus on personalizing the experience, making things easy for customers, offering loyalty
programs, and using smart technology.
In this article, we’ll explore these tech strategies and show you how
they can help your business grow, and double the revenue. Keep reading to learn more!
The Importance of Customer Satisfaction
in the Hospitality Industry
Customer satisfaction, which equals exceptional customer experience, is the
backbone of the hospitality industry. It plays a central role in driving revenue and loyalty, as satisfied customers
are more likely to return and recommend a hotel, restaurant, or other hospitality business to others. In fact, a
study by the Harvard Business Review found that a 1% increase in customer satisfaction can lead to a 0.5% increase
in revenue. Moreover, loyal customers are more likely to forgive mistakes and continue doing business with a
company, even if they experience a negative encounter.
Let's quickly review the challenges the hospitality
industry is facing right now so we can move on to the solutions and our case studies.
Challenges in Hospitality
As businesses navigate the changes in the
hospitality industry, there are some key areas where a little improvement can go a long way. From improving customer
service to embracing digital transformation and tackling labor shortages, we’ll take a closer look at today’s
biggest challenges—and, more importantly, how technology can step in to help. Let’s get started!
Poor
Customer Service
Even with strong and high-quality business offerings, poor customer service can
drive potential customers and existing customers away. Common issues include:
Long wait times in customer service queues (it is worth remembering that our attention spans 8 seconds, and we
live in a very busy world, so quick and efficient responses are more important than ever.)
Poorly trained customer service representatives
Lack of follow-up
Services not being done properly or quickly
Recall issues that require multiple service calls
These problems can frustrate customers. But, at Intellectsoft, we believe that the right approach, combined with
technology, can address them effectively.
Digital Transformation Gaps
Approximately 50% of hotels are adopting new technologies, with 43% automating repetitive tasks and 39%
upgrading existing systems. Source: workstaff.app
While many businesses are adopting digital solutions, some
still struggle with outdated systems and fragmented data. Legacy companies often face chaos when trying to manage
their data and create new systems or add features.
Some of the recent examples include clients coming to us to
create AI solutions for their services
while their data simply was not ready for the advanced tasks. We advise stepping back, communicating with a company
objective, and working on keeping the data clean (centralized, structured, and segmented).
When
we’re asked to create advanced systems using AI, we always emphasize the importance of organized data. To train AI
and build such complicated systems that truly work, you need to start from the very beginning—collecting, storing,
centralizing, and organizing it. We encourage our clients to align all departments to work internally on the data so
we can create a unified digital system that delivers personalized experiences.
If you’re unsure where to start
with your data, we can help. Collecting feedback at various touchpoints along the customer journey is crucial for
gaining insights into customer satisfaction and loyalty. Book an IT consultation with us, and our experts will guide
you in mapping out a path to get more from your data and build a system that works for your business and team.
Reskilling Staff
The pandemic hit hard in early 2020, especially for the hospitality and
travel industries. Even five years later, many businesses are still feeling the impact. Recruiting and
retaining skilled staff has become a major challenge post-pandemic.
Reskilling to address technology’s impact is of utmost importance, as about 40% of hotel General Managers
place it among their top three workforce challenges.
We strongly believe that adopting the right technology can help. For example, creating an app to train your staff
not only saves time but also ensures consistency in learning. AI assistants can also work alongside your team,
helping with tasks like recruitment (providing industry insights, crafting emails) and staff training. Imagine
having an app dedicated to making your team’s work easier and more efficient!
How Technology
Tackles These Challenges and Supports a Customer-Centric Hospitality Culture
Automation, AI, and similar
technologies may threaten many. However, the debate about replacing humans isn’t about that—it’s about cooperation
and working hand in hand with technology to achieve the highest standards and establish brand-new “golden
standards.” Technology is here to assist staff in listening to and collecting customer insights from data.
Let’s review some of our cases to see examples of how technology helps improve customer experience and supports
customer service.
Examples of Intellectsoft projects
Property management systems
(PMS)
We created a web platform and mobile app that makes managing daily tasks easier and offers
extra services to improve residents’ experience. It gives a clear overview of daily activities and helps with
managing units and users. Residents can easily book amenities, submit service requests, and report incidents. The
platform also includes features for equipment management, key instructions, workflows, and custom permissions. This
makes it easier for staff to stay on top of equipment and ensure residents have all the information they need. Plus,
tools like announcements, quick votes, a forum, and a community calendar help build a connected and engaged
community.
Guest Experience Management App
Our next app helped our client improve their guest experience by replacing printed
marketing materials and the need for phone calls with a smart solution. Now, guests can easily order in-room dining,
make reservations, and interact with staff— through a simple tablet in their room. The solution includes three
parts: a custom in-room tablet with a variety of services, an admin panel for hotel staff and service providers, and
a backend system that connects everything together. This approach makes things easier for guests and staff,
improving both convenience and efficiency.
Existing Customers First: Building Loyalty with
Personalized Touchpoints
Keeping existing customers is not just a strategy; it’s well-known that
retaining existing customers is more cost-effective than acquiring new ones. In fact, research shows that it costs
five times more to acquire a new customer than to retain an existing one. KPMG named customer retention as the
number one revenue driver for the company.
Moreover, a 5% increase in customer retention can
lead to a 25% to 95% increase in profits, showing the significant impact loyal customers can have on a
business’s bottom line. Retention strategies, like personalized experiences and loyalty programs, can foster
long-term relationships and generate recurring revenue, ultimately making them an invaluable part of any business
model.
Personalization: How Technology Can Help?
Everyone loves to feel special—it’s
part of being human. In hospitality, personalization has evolved from being a luxury to an essential standard. With
the right technology to manage your data effectively, you can deliver those “wow” moments that guests won’t
forget.
More than half of hotel chains are already using personalization features on their websites, booking
platforms, and apps, and another 39% are planning to follow suit soon. They’re tailoring experiences to fit guest
preferences perfectly.
Source: Deloitte
How does
technology make it happen?
CRM Systems: They help you keep track of guest preferences, booking history, and special
requests so you can offer services tailored just for them.
Loyalty Programs: Personalized rewards and offers show your guests that you value them, keeping
them coming back for more.
AI Personalization: AI analyzes guest data to predict what they’ll love (from room upgrades to
local recommendations) before they even ask.
IoT Gadgets: Smart room features like voice-activated assistants, or temperature controls
adjust to your guests’ preferences, making their stay more comfortable.
With tech-powered personalization, you’re building loyalty and maximizing the lifetime value of every
customer.
Our Case Study: Smart Hotel Management & Loyalty Program
For one of our
clients, we created a smart room solution, complete with a custom IoT system. Guests can use a mobile app to
control services, explore amenities, and find resort information-- with a special touch to their suite type. For the
client’s entertainment business, we improved their legacy software by running a full IT and code check, fixing
issues, and making the system better for customers.
Along with that, we developed a mobile app for the loyalty
program, allowing businesses to effortlessly reward their customers and keep them engaged with exclusive
benefits.
Our solutions not only helped the client with special experiences for guests; it also improved
operations, cutting costs by eliminating inefficiencies. Here's what our experts shared:
"We
transitioned away from ESB (Enterprise Service
Bus) systems, which previously cost millions, and replaced them with more efficient, self-managed solutions.
Similarly, we’ve implemented Device Farms that improved operations
and saved resources."
Leveraging Software to
Increase Upsell Opportunities
Here are some examples of tech tactics that will help your team sell more and
introduce new offerings to existing customers, improve overall efficiency leaving your team grateful:
Dynamic Pricing Algorithms
For finance and marketing teams, manually calculating pricing by segment to
introduce your clients can be incredibly challenging. AI-powered tools can strongly optimize these strategies by
analyzing your database in detail.
Upselling via Apps
Boosting revenue in the
hospitality business often comes down to personalized experiences. Imagine this: a guest books a room, and then your
app suggests a spa package or a room upgrade at just the right moment. Later, it nudges them to book a dinner
reservation or a guided tour designed to their preferences. With apps offering these personalized recommendations
during and after bookings, you’re not just increasing your revenue per guest but also skyrocketing their experience.
And you do it in a sustainable way, not by speculating, but by offering what your customers desire based on their
previous experiences. It’s a win-win: seamless, helpful, and far from pushy.
Inventory and Resource
Management Software
Making every resource count in your hospitality business is key. Inventory and
resource management software allows you to effortlessly track everything from linens to room availability, ensuring
nothing goes to waste. Having real-time insights to reduce overstock, avoid shortages, and optimize operations
assists sustainably keep everything under control and know what you need to focus more. It helps maximize room
occupancy by aligning bookings with available resources, ensuring every room and item is used effectively. This
approach leads to smarter management, better guest experiences, and a noticeable boost to your bottom line.
Adopting these strategies not only optimizes your operations but also drives business growth. Ready to discover how
technology can elevate your goals? We’re here to create a tailored solution for you.
Steps For Implementing a Customer Service
Technology Solution
Improving customer service in hospitality doesn’t have to be a daunting task. With the
right technology, you can smooth the path of your operations, speed up response times, and elevate the overall guest
experience. Here’s where you can make it happen:
1. Understand Your Needs
Start by
identifying the challenges your business is facing. Are you struggling to manage high volumes of inquiries, track
customer feedback, or personalize the guest experience? Pinpointing your needs will guide you to the best
solutions.
2. Pick the Right Tools
Choose technology that aligns with your goals. Look
for solutions that are scalable, easy to use, and integrate effortlessly with your current systems. Options like CRM
software, live chat tools, or a guest experience app can make a difference.
3. Equip Your
Team
Technology is only as effective as the people using it. Train your staff to make the most of the
new tools, so they can deliver exceptional service and resolve issues quickly. Confident, well-equipped staff
creates happy, loyal customers.
4. Keep Improving
Once implemented, monitor how well
the solution works. Are response times improving? Are customers more satisfied? Regular evaluations will help you
fine-tune your approach and keep things running harmoniously.
Some Tech Ideas for Hospitality
Businesses
CRM Software: Manage customer interactions and preferences.
Guest Experience Apps: Delight guests with personalized experiences right at their fingertips.
Amenity Management Systems: Simplify operations for everything from room service to facility
bookings.
Live Chat Tools: Offer instant support and answers.
Social Media Management Tools: Keep customer interactions engaging and organized.
Integrating these strategies will not only improve your customer service but also deliver unforgettable customer
satisfaction, loyalty, and, ultimately, your bottom line. Ready to take the next step? Book a consultation with our
experts.
Conclusion
To wrap up everything we've discussed, customer satisfaction and
experience are at the heart of hospitality. Retaining customers is more than just keeping them around—building
strong, long-lasting relationships and consistently meeting their evolving needs. By understanding their pain points
and offering personalized solutions, you can inspire loyalty and drive progress. With the right technology and
continuous improvement, your business can stay ahead, let go of what no longer serves you, and keep growing.
At Intellectsoft, with over 17 years of experience in software
development, our expert team is ready to help. We create everything from mobile apps to full-fledged portals and
systems, leveraging the latest technologies like AI, Cloud, and Machine Learning. With deep experience in the
hospitality industry, we’re here to craft personalized solutions that bring your business unforgettable customer
experience and retain your valuable clients.
Ready to double your revenue and level up your customer retention
strategy with personalized technology? Contact our experts, and
we look forward to working hand in hand with you to build or revitalize the perfect app or system for you.
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