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Customer Web Access ("My Account" web page) | |
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Companies more and more often implement online "customer portals" where the customers are given access to personal information. The component Customer Web Access makes it possible to create a custom web page for the customer, alias My Account.
What can "My Account" contain?
"My Account" functionality and content varies between companies and industries. Thus "My Account" can be adapted by need.
As Million Handshakes can be integrated with your company's existing systems, data from these systems can also be made available in "My Account".
Below are some examples of functionality and content in "My Account":
- View and edit personal information
- Subscribe to different information, like news letters and product offers
- Information reservation for different channels (letters, email and SMS)
- Course and arrangement registration
- Registering an inquiry, e.g. a complaint or a support request
- Show customer specific information, like special offers
- Display payment history and received invoices
How can "My Account" improve customer relationships?
By publishing as much information as possible in "My Account", the customer gets an overview of the customer relationship. This increases the customer loyalty in several ways. Below are some examples:
- Earlier one might have to manually send in a seminar registration form. When offering this functionality online, the threshold for registering will be lowered.
- If the customer easily can choose the information he or she wishes to receive, overwhelming the customer with uninterested information will be avoided.
- Customer communication will be improved as a result of updated customer information and preferences. Customers can e.g. be sent offers adapted to his or hers needs.
Fewer manual routines
Former manual routines can be automated with "My Account". Customer service influx can be reduced as the customer "assists him self" using "My Account". "My Account" and the corporate web site
"My Account" can be integrated with the company's web site. Thus "My Account" becomes a part of the company's web site, having the same style and layout.
In many Million Handshakes implementations, "My Account" is integrated with the company's web site. Million Handshakes' own web site is an example of this: Customers and partners have access - se below for screenshot of this page.
Access to "My Account"
In order to log on to "My Account", one has to either be identified by logging in, or use a personified link sent in an email. If password or username is forgotten, this can be automatically sent by email or sms.
"My Account" and customer processes
Customer processes is a central concept in Million Handshakes. A customer process is defined as a dialog in Dialog Designer. Information provided by the customer in "My Account" is often used in dialogs. Examples of this might be:
- A customer checks the option "Receive news letter". A dialog automatically sends news letters to the customers registered for this service. Customers having a registered email address receives news letters by email, all others will receive news letters by mail.
- A customer registers a complaint using "My Account". In order to register the complaint, the customer submits a questionnaire (see Questionnaire Designer). A dialog automatically sends an email notification to a customer consultant. The customer consultant will accordingly contact the customer by phone or email - dependent of what the customer has checked in the questionnaire.
The examples above shows how the different components in Million Handshakes are used together to create a complete and fully customer communication process.
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'My Account' demo
This demo shows an example of how Million Handshakes can be used give customers access to their own customer profile or 'My Account'. |
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A "My Account" example
The screenshot shows the Million Handshakes "My Account". Partners and customers have access to among others:
- View and edit personal information
- Information reservation for different channels (e.g. letters, email and SMS)
- Subscribe to different information, like news letters and product offers
- Course and arrangement registration
- Access to miscellaneous resources, e.g. software, help files, presentations and more
- Registering a technical support request
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