Our client is a multinational media brand servicing some of the largest names in publishing in the United States and worldwide. The self-service software system we created was bundled by the client and sold on as part of their services, including integrating it with other offerings.
What does it do?
The self-service software we created gives companies the power to offer:
Publishers need a tool that lets customers lead the interaction and leverage self-service (e.g. upgrade, downgrade, or pause their subscription autonomously), but still allows the brand to differentiate itself by superior service, as well as providing opportunities to upsell and cross-sell bundled subscriptions, provide previous editions, and more — whether that process is facilitated by customer service or by the portal itself.
Building a self-service portal
We created a self-service portal that addresses the key challenges faced by publishers, empowering customers to manage their own subscriptions and handing publishers the ability to offer effective support and analyse customer service employee performance.
Key issues publishers face
The self-service portal Lightpoint created solved the key problems publishers face in their relationships with their customers, including:
Key features of the self-service portal include:
- User identity management
- Single sign on and social media login
- Fully customizable appearance and functionality of a user-friendly portal
- Easy, user-led upgrade, renewal, and management of their subscriptions
- Streamlined, convenient payment process
- Permit redelivery requests for subscriptions
- Retail previous editions
- Multi-tenancy, OS-agnostic tool
- Customer service accounts access
- Employee performance analysis
- Configuration without reload
Lightpoint built the self-service portal with:
The self-service portal was delivered to the client ready to use, and with APIs making the process of integration easy. The client offers this tool to some of the most successful publishers in the United States and worldwide, as part of a unified toolkit to address publishers’ needs in the digital economy.