Track User Engagement and Activity with Dynamic Portals

Salesforce Portals

Did you know that your organization can provide limited and secure access to your Salesforce platform to a target audience? This lets them interact with your Salesforce data and applications in such a way that they can access information, manage cases, view solutions, and collaborate within a protected environment. Salesforce portals are used to help customers, partners, and employees resolve queries without having to contact a service representative. 

What are dynamic portals?

Dynamic portals provide real-time data updates and include interactive elements such as forms, dashboards, and other tools that allow users to interact with the content. Dynamic portals are designed to provide users with a highly personalized experience, allowing them to access relevant information and resources based on their specific needs and interactions with the organization. 

Dynamic Portals for Tracking User Engagement

Dynamic portals can be used to track user engagement by monitoring and analyzing various metrics to understand how users interact with the platform. A portal that is used often shows that users have adopted it and that it serves its purpose. Tracking user engagement and actions can include measuring the number of users logged in, the pages they accessed, their feedback and ratings, and other relevant engagement metrics. 

Additionally, tracking user engagement may involve assessing factors such as page views, average time spent on a page, total active users, churn and retention rates, as well as the net promoter score. By measuring these, organizations can gain insights into user behavior, identify areas for improvement, and develop strategies to enhance the overall user experience.

You can build the following types of dynamic portals with Salesforce that are fully integrated with the CRM platform: customer, partner, and self-service portals.

Salesforce Customer Portal

Organizations use customer portals in Salesforce to provide self-service options, such as accessing account details, updating personal information, checking order statuses, or anything else that they can do without the direct assistance of the support team. These client management portals could also have access to knowledge base articles and frequently asked questions. 

The purpose of the Salesforce client portal is to solve a client’s issues at any time of the day or anywhere in the world without them having to speak to a service consultant. 

Salesforce Partner Portal

Partner portals in Salesforce are designed for companies working with external partners, distributors, or resellers and is a secure space where they can share resources and documents, collaborate on deals, and track and manage leads, thereby ensuring effective communication and collaboration – all without dealing with the organization’s support team.

Salesforce Self-Service Portal

Customer self-service portals instantly help clients find answers to their inquiries, access resources, and initiate certain transactions on their own, saving valuable time and company resources. 

Self-service portals provide less functionality than customer portals and often supply internal rather than external support – such as to employees rather than to external customers.

Salesforce Community Cloud

In contrast, Salesforce Community Cloud is a more comprehensive and modern solution to Salesforce Portals that allows organizations to build branded, personalized communities for various purposes, including customer engagement, partner collaboration, and employee communication.

Benefits of Dynamic Portals in Salesforce

The benefits of using Salesforce Portals include the following:

Reducing the Workload of Customer Support 

Portals are always available online, allowing customers to access information and complete tasks around the clock, regardless of time zone or business hours. Lower your customer service overhead costs by offering self-service options and deflecting support calls. Routine tasks that people can easily do on their own free up customer support personnel to tackle more difficult issues. 

Increasing Customer Engagement

Streamline common tasks like updating information, tracking orders, submitting support tickets, accessing knowledge bases, and managing subscriptions, reducing reliance on customer service agents. Empowering customers to find solutions and resolve issues independently leads to improved satisfaction and loyalty.

Portals can adapt content and recommendations based on user preferences, purchase history, and past interactions, creating a more engaging and relevant experience.

Additionally, secure portals provide a dedicated workspace for partners to share documents, track projects, manage leads, and communicate effectively with your team. A successful customer engagement platform with Salesforce fostered through effective portals can improve your brand reputation and attract new customers.

Gathering Feedback from Customers

Portals facilitate the gathering of customer feedback integrated with Salesforce by providing tools such as discussion forums, file sharing, and collaborative workspaces. This enhances communication and coordination among customers, partners, and employees.

Dynamic portals come with analytics and reporting features that enable organizations to track user engagement, monitor performance, and gain insights into user behavior. This data-driven approach helps in making informed decisions for portal enhancements.

 

Titan Web: Build Portals for User Engagement and Activity

Why not build your customer, partner, and self-service portals on a single Salesforce-integrated platform? Titan Web is a no-code, all-in-one solution with which you can create stunning portals using an intuitive drag-and-drop interface. These portals, built inside the Experience Cloud using Lightning Web Components (LWC), offer a customizable design to enhance user experience and track user engagement. You can design portals that have features such as self-service capabilities, streamlined e-commerce, and personalized resources that can be accessed with any device. 

Furthermore, Titan Web provides Lightning Dashboards to measure, analyze, and track user engagement and activity. The native integration with Salesforce enables the creation of stunning portals for customers, partners, communities, and e-commerce with ease

Additional Benefits :

  • Centralized Data and Security: Keep all portal data and interactions within the secure Salesforce platform, ensuring data integrity and regulatory compliance.
  • Customization and Branding: Portals can be customized to match your brand identity and user experience expectations.
  • Integrations and Scalability: Seamless integration with other Salesforce services and third-party applications allows for scalable solutions as your needs evolve.

Portals created with Titan Web seamlessly integrate with the broader Salesforce ecosystem and allow organizations to leverage existing CRM data, workflows, and processes to streamline external user interactions.

Regardless of the industry you are in, you can design rock-star customer portals with Titan Web for Salesforce. And you don’t have to know anything about coding! 

 

Configurable for any device:

Easy-to-use drag-and-drop user interface:

Dynamic fields:

Salesforce Push and Get integration:

Example of a knowledge center/FAQ:

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