Customer expectations for service and information access are evolving at an unprecedented rate. To keep pace with heightened demands, businesses are turning to developing a customer portal. Recent statistics illustrate the growing importance of customer portals and their significant impact on customer service, retention, and overall business performance. We’ve compiled the resources you need to help you learn how these innovative portals are shaping customer behaviors and driving business outcomes in 2024.
Key Customer Portal Statistics for 2024
The following statistics reveal transformative trends that showcase the role that customer portals play in enhancing customer satisfaction, streamlining operations, and driving business success.
Customer Portal Use and Engagement
Approximately 95% of businesses worldwide have experienced an increase in demand for self-service requests. When it comes to how portals are accessed, 78% of users prefer to use mobile devices over desktops, including 90% of millennials.
Overall, customer portals are a go-to method for obtaining information, with 79% of people in the U.S. reporting that they have used self-service support for customer service.
Impact of Customer Portals on Business Performance
Good customer service directly affects business performance, as 86% of buyers are willing to pay more for a great customer experience. In addition, 77% say that they view businesses more positively if they offer self-service options for customers in need of support.
Portals can also lead to greater operational efficiency. About 63% of businesses utilizing customer portals report significant reductions in customer service workload, freeing up resources for more strategic tasks.
Customer Expectations & Satisfaction
Personalized experiences are more important than ever for today’s customers, with one survey revealing that brands risk losing 38% of customers due to poor marketing personalization efforts.
Traditional customer service poses challenges, with 72% of customers reporting frustration when having to explain their problem to multiple service agents. Today’s competitive commerce and easily accessible reviews via social media platforms means meeting and exceeding customer expectations.
How Customer Portals Are Transforming Customer Service
Customer portals provide a centralized platform that enhances communication, boosts efficiency, and empowers clients with the information they need at their fingertips.
These portals can offer:
Faster Resolution and Support
A major advantage of customer portals is automation. Data shows that merchants who use automation respond 37% faster compared to those who don’t automate their customer service.
Support ticket integration plays an important role in achieving faster resolution and support, as 75% of customers expect service personnel to already have insight into their previous transactions and conversations.
It’s no secret why more than 60% of U.S. customers are expected to solve their own issues via self-service portals rather than speaking to a service agent by 2024.
Client Lifetime Value Improvements
Nearly half (49%) of customers say they are more likely to become repeat customers after a personalized shopping experience. Customer portals not only provide this in-demand personalization but can also foster loyalty.
Customers are 88% more likely to remain loyal if they experience minimal frustration during service.
Industry-Specific Portal Statistics
Each sector uses customer service platforms in its own way and statistics highlight the value of selecting systems that rank for ease of use per industry. Let’s look at some examples:
B2B Customer Portals
Self-service is just as important in B2B settings as in B2C environments, with 80% of B2B buyers who have used portals saying that they want their shopping experience to be just as smooth as their B2C interactions. In addition, 45% of B2B enterprises reported that customer portals reduced their procurement lead times.
Healthcare (Patient Portals)
Despite nearly 90% of healthcare providers now offering patient portals, just 30% of patients use them. Findings show that this is partially due to a lack of education regarding portal use. About 37% of patients report difficulties in using their provider’s portal.
Future Predictions: What to Expect Beyond 2024
With emerging technologies and changing customer expectations, future predictions beyond 2024 suggest that customer portals will become even more integral. Here are some ways this could happen:
AI & Automation Integration
By 2025, AI-enhanced customer portals are expected to support 50% of all customer service issues without human intervention.
AI is likely to future improve the personalized experiences of customers through portals, with 85% of top-performing companies predicting that AI will enhance customer service initiatives in coming years.
Security & Data Privacy Concerns
With 88% of consumers concerned about how businesses handle their personal data, secure portals have become a top priority. However, increasing regulations could impact portal design.
Up to 64% of U.S. companies anticipate further investments into their portal data protection features due to increasing GDPR and CCPA mandates.
How to Leverage These Customer Portal Insights
Applying customer service insights effectively can empower businesses to enhance customer experiences. Here’s how:
Key Takeaways for Businesses
Robust customization and personalization are a must for all businesses as 79% of customers are more likely to share data if it means receiving personalized interactions in return. Also remember to optimize for mobile, especially if your market is made up of primarily millennials. Data shows that 79% of millennials prefer mobile-compatible customer portals.
Maximizing Customer Satisfaction
Improving support with ticketing and automation can help maximize customer satisfaction. Make sure that your portal offers real-time updates and simplifies client engagement through self-service options.
Consider implementing self-service ticketing, AI chatbots, and other forms of automation to meet growing customer expectations.
Adopting a Custom Customer Portal That Meets Your Needs
In 2024, customer portals evolved from being a luxury to a necessity, playing a major role in customer experience, satisfaction, and business operations. Moving into 2025, adopting a modern, mobile-friendly, and personalized customer portal that aligns with insights from recent statistics can help your business stay ahead of the competition and nurture lasting relationships with your customers. Schedule a consultation with Orases today to learn more about what a customer portal can provide for your business.
