Meet the Agillic Advisor Portal
Bridge digital marketing with call centres and customer service for personalised customer interactions
This solution is an omnichannel opt-in among the variety of Agillic channels. It empowers businesses to enhance the customer experience and drive value both for you as a solution partner and your customers alike.
It is an additional channel within Agillic’s omnichannel structure that offers a customisable interface that enables users to view and edit recipient data without requiring Agillic credentials. This functionality is particularly beneficial for customer service departments, allowing them to access relevant customer information seamlessly. Whether it’s guiding customers through campaign offers or addressing general inquiries, the Advisor Portal empowers Customer Service Representatives to deliver personalised and informed assistance, increasing the overall customer satisfaction and brand loyalty.
Key Features
In addition to standard features, the Advisor Portal can be extended to incorporate custom applications tailored to specific business needs. Whether it’s advanced customer lookup, industry-specific calculations, or third-party database integration, the possibilities are endless.
Why Agillic Advisor Portal?
Customers are demanding seamless online-offline experience with brands. Brands are expected to deliver consistent and relevant service to customers independent of the touchpoint. And customers are frustrated when they experience the disconnect of online and offline. Existing systems or APIs are lacking the actionable customer insights and real-time advanced personalisation capabilities that can create the real impact connecting online to offline. APIs or integrations between systems are neither creating business impact nor meet customer expectations. To truly win in 360 customer experience, to grow the brand and business.
Agillic advisor portal connects the advanced data and personalisation capacity in marketing with the offline teams through a simple customised interface which is accessible for teams not being Agillic platform users. All the best-of-breed personalisation power is available for customer facing teams through a simple webpage. It is the true 360 activation of the customer data, in the most possible personalised way in the market.
Integrating offline customer interaction – call centres, POS, customer advisors – with digital marketing is increasingly recognised as a valuable strategy for enhancing customer engagement and optimising marketing effectiveness; however most businesses struggle with disjointed communications between their marketing efforts and customer service operations, leading to suboptimal customer experiences and perceived value. The Agillic Advisor Portal is designed to bridge this gap, ensuring that every customer interaction is informed, personalised, and effective.
Trine Marcussen, Marketing Automation Architect at Bas Kommunikasjon has done several implementations of Advisor Portal for various clients. She highlights the practical benefits of Advisor Portal:
The main issue Advisor Portal solves according to Trine is the lack of visibility customer service has into previous communications with customers. For instance, when a customer claims they didn’t receive an email, customer service should be able to quickly verify and recap what was sent and when, and even resend that communication if necessary. The Advisor Portal also facilitates updates to customer information, like email addresses, which are instantly reflected in Agillic. It’s a straightforward tool for customer service to use, allowing them to easily search by phone number or recipient ID to view all automated and personalised communications sent to that customer.
Key Benefits for Your Business as a Solution Partner
By integrating the Advisor Portal into their offerings, Agillic’s solution partners not only increase their revenue streams but also expand their presence within their clients’ organisations. This innovative solution serves as an additional channel, enabling partners to enhance customer service functions and establish a deeper connection within the customer organisation.
Trine Marcussen further explains that Advisor Portal is a quick solution to build and it eliminates the hours required for interdepartmental communication between sales and marketing to resend emails to a customer. According to Trine,
Key Benefits for Customers
Operational Efficiency: Streamline customer service workflows by providing your team with direct access to marketing campaigns, historical data, and customer preferences, all within one interface.
ROI Enhancement: Turn your call centres from cost centres into profit centres. The Advisor Portal helps in leveraging every interaction as an opportunity for conversion and retention, directly impacting your bottom line.
Scalable Customer Experiences: Whether scaling up for high peak demands or integrating new services, the Advisor Portal adapts to your business needs.
Unified Customer Insights: Gain a holistic view of customer interactions across all channels. This unified insight enables marketers to craft highly personalised marketing strategies that resonate on an individual level.
Increased Marketing Agility: Quickly adapt and respond to customer behaviours and trends with real-time data. The Advisor Portal’s integration capabilities allow for agile marketing practices that keep you ahead in a competitive landscape.
Enhanced Customer Retention: Deliver consistent and informed customer service that enhances satisfaction and loyalty. By empowering your teams with comprehensive customer data, you can anticipate needs and personalise interactions, increasing the likelihood of upsell and repeat business.
Trine Marcussen also emphasised the versatility of Advisor Portal:
“It’s suitable for a wide range of use cases — be creative and let your imagination guide you! It’s not only beneficial for customer service but can also be a vital tool for sales teams to get a weekly overview of new leads.”
Advisor Applications:
Real World Impact
Advisor Portal offers a multitude of use cases across various industries. Whether it’s personalising communications or streamlining customer journeys, the possibilities are limitless.
On her experience with implementing Advisor Portal for a large media publisher, Trine Marcussen noted,
Advisor Access Architecture:
According to Trine, Advisor Portal pages are quite customisable. You can integrate various features from Agillic, such as a ‘Next Best Offer’ or other dynamically updated content based on RSS feeds.
Trine has also been involved in deploying Advisor Portal for one of Norway’s largest trade unions. The portal allows member services to view personalised emails, and update email addresses. They can see all automated email and SMS communication histories, including delivery status and content for each customer, and have the capability to resend these messages directly from member service.
Another successful use case managed by Bas Kommunikasjon, according to Trine, is a course platform that presents location-specific courses in Norway through an RSS feed. “This feature is an excellent tool for customer service, allowing them to look up and communicate course offerings for their specific geographic area more efficiently, minimising the workload for individuals managing these communications.
Unlocking the Full Potential
To leverage the Advisor Portal effectively, companies must consider the mindset of their call center employees and management. By breaking down silos between sales and service activities, businesses can empower CSRs to address all aspects of the customer relationship, driving customer satisfaction and loyalty.
Furthermore, robust reporting capabilities enable businesses to track Advisor interactions accurately, providing valuable insights for future campaigns and initiatives.
Your Next Steps
Learn More: Dive deeper into the capabilities of the Advisor Portal with our new ‘Block Based Channel Basics’ course available on Agillic Academy.
Explore In-Depth: Visit our website for detailed information and case studies on how the Advisor Portal can serve your needs.
Learn More About Advisor Portal
Instructions to Set Up Advisor Portal Up
Applications for web and Advisor Portal pages
Want a glimpse of what it could look like for your client? Get a custom session to discuss the case: Our Center of Excellence is at your service when it comes to discussing customer use cases, best practices in implementation or helping with customised demos of Advisor Portal.
