There is an apparent disconnect between expectations and reality when it comes to customer portals. Most customers prefer to solve problems independently and expect to find dedicated self-help sections on business websites. Our research indicates that over 77% of customers reported using a self-service portal in the past, with 60% looking for help on desktop computers, 38% on mobile devices, and 2% on tablets.
However, the reality is that very few businesses (10%) provide self-help tools like customer portals. Moreover, only 2% use forums to build online communities, and only 1% use multi-knowledge bases to serve customers in different languages.
In addition to very few businesses offering customer portal services, response times are slow. Our benchmark report indicates that 10% of customer queries submitted through the customer portal get answered within the first hour. 60% of questions are answered in the first 24 hours, and 90% in the first 48. The average time to first response is 6 hours, and the average handling time for a customer portal ticket is 2 to 3 days. After a ticket is resolved, it takes an average of 10 minutes to wrap up any related tasks.
Customer portals boast a 95% resolution rate and a 95% reply rate despite slow response times. They also have a high CSAT rating (92%), a +45 NPS rating, and a CES rating of 10, indicating that customers are generally satisfied with the service they receive.
In terms of ticket volume, our research indicates that on average, a customer portal receives five tickets per day, and has ten tickets in the backlog. In addition, 0.25 tickets are transferred before they are resolved, and 80% of customer portal tickets are submitted during working hours.
As for cost per ticket, customer portal queries are relatively cheap to answer, with the average cost per contact being $5.
Customers actively use self-service portals
of consumers report having used a self-service portal.
Devices used to access customer portals
of customers look for help on desktop computers,
on mobile devices,
Companies with translated knowledge bases
of companies use multi-knowledge bases to serve customers in different languages.
How many companies use forums
of companies use forums to build an online community.
Customer portal ticket transfers
A customer portal ticket goes through an average of
transfers before it is resolved.
Customer portal cost per contact
The average customer portal cost per contact is
Customer portal first response times
For customer portals, the average time to first response is
Customer portal CSAT
The customer portal has a
satisfaction rating (CSAT).
Customer portal response time bands
of customer queries
the customer portal get answered within the first hour, 60% in the first 24 hours,
and 90% in the first 48 hours.
Customer portal NPS
The average Net Promoter
Score (NPS) for customer
Customer portal CES
The average Customer Effort Score (CES) for customer portals is
Customer portal ticket backlog and predicted backlog
The number of support tickets in the customer portal backlog is typically
Customer portal net tickets
The average number of net tickets from the customer portal is
5 per day
Customer portal ticket volume by working hours
of tickets through the customer portals are submitted during working hours and around 20% after working hours.
Customer portal ticket reply volume
The average reply volume for customer portals is