How can you use client portals to improve client communication?

2 Set clear expectations

Once you have chosen your portal, it is important to communicate with your client regarding how and when you will use it. You should set expectations and guidelines for both parties, such as what information and documents will be shared, how often updates will be made and notifications sent, how feedback, revisions, and approvals will be handled, and how disputes or conflicts will be resolved. Additionally, you should measure the success and satisfaction of the portal. To ensure your client is comfortable with the portal, provide them with a tutorial or a demo of its features and functions. Request their feedback and suggestions on how to improve the user experience.

3 Be consistent and responsive

One of the main benefits of using a client portal is that it allows you to keep your client informed and involved in your projects and processes, but this requires consistency and responsiveness in communication. You should update the portal regularly with accurate information and documents, such as progress reports, milestones, deliverables, and invoices. It is also important to notify your client whenever you make a change or add something new to the portal. Additionally, you should respond to their questions, comments, and requests on the portal in a timely and professional manner. Finally, follow up with your client periodically to check on their satisfaction and expectations, and address any issues or concerns they may have.

4 Encourage engagement and collaboration

Using a client portal can be beneficial for fostering engagement and collaboration between you and your client. You can share insights, ideas, and recommendations with your client, as well as solicit their feedback and approval on your work. Celebrating achievements and successes is also important, as is asking for referrals, testimonials, or reviews. By utilizing the portal to engage and collaborate with your client, you can strengthen the relationship and increase retention and referral rates.

5 Optimize and improve your portal

You should always strive to optimize and improve your portal and communication. Monitor your portal's performance and usage, and ask your client for feedback and satisfaction. Additionally, explore new features and functionalities that can enhance your portal and communication, while staying updated on the latest trends. By doing so, you can ensure that you are providing the best service and value to your client, as well as staying ahead of the competition.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?