This post is the third in a series about building portals for teams and groups to interact with customers. If you’re interested in reading more please follow us on twitter or subscribe in the right-hand margin of this blog —>
When we look at the common needs of users of portals there are always trends, fads and basics. I prefer to start with the basics and keep options open.
Remember that the goal of a portal is to make people happy. So how do we start doing that?
Most portal projects jump way ahead into the future. They go straight to “we want to be like amazon” or some other phrase like this.
The reality is, you can’t afford to be like amazon AND unless you’re in retail, your goals do NOT align. Your number one priority should be happiness for your customers and your providers. I’ll use these terms going forward to describe the people viewing your portal, but do keep in mind they can be the same.
The most obvious and noticeable feature of all portals is communication.
This is even true for amazon – as soon as you go there, they tell you buy something.
What does your portal say?
We often don’t communicate well as a group because communication is difficult and people delude themselves into thinking it’s simple. Portals start like a mouth, or a brand. This may be the first time anyone sees or notices your group exists, the first interaction they’ve ever had with your team!
So what do you want them to think?
You know what I want and are ready to give me what I want.
If you can convince your customer of this, on their first interaction; congratulations, you have reached success.
How did you get here? Understanding the customer. How did you understand them? By listening to them (most likely) – or maybe you were one once. That last one is a doozie – don’t let your experience cloud your vision. Always go back to the customer and base your decisions on data.
So, the easiest way to start a portal is to get a webpage set up. And post a message to your customer. Something along the lines of:
Hi, we’re (insert group/team/person name here),
You’re here for __________, and we have ____________.
Here’s how you get __________:
And that’s it. Follow up with instructions on how to get it.
No fancy technology. No $3m project. No integration, no automation… nothing.
And already your customer has value.
Next post: adding value to a simple portal.