Customer portals - best practices?

shorowitz

Hi, do you have a portal outside of vanilla that your customers use? This could be where they'd search KPS articles, enter support tickets, gain access to help files, download the latest software update, or direct themselves to an LMS platform.

We use Salesforce for this and I'm curious if anyone else uses Salesforce for their main customer hub too. Even if you don't use SF, I'd love to hear any best practices you might have on tracking metrics, encouraging your customers to search articles, utilizing the community more, measuring customers' UI/UX, all in an effort to help with case deflection.