We designed and developed customer service website for Canadian Tire customer warranty claims and returns. We also host and maintain the WordPress website
Improved customer warranty claims and return process
Appliances
B2C, wide dealership around Canada, including Canadian Tires stores
3 months to ongoing
6 developers, front-end developers, and designers. Content manager, server, and infrastructure engineer
WordPress, PHP, JQuery, CSS, Javascript, SQL, Ajax, Linux hosting
Hisense is a young and ambitious brand that has just celebrated its 10th anniversary. It’s already represented in more than 130 countries around the world and has become the top-selling TV company in China. Hisense is committed to excellent after-sales customer service and the reassurance of its comprehensive warranties.
When Hisense appeared on our horizon with an estimation request for customer support portal development, we were proud to make an impact on the success of this family of tech enthusiasts, dedicated technologies, and customer service.
The idea was to create and launch the portal for Canadian Tire end customers to support sales in a national tech chain with after-sale service, support, and exchange options. The value behind this marketing idea was to provide the best possible customer experience, prevent staff burnout, and make all the support processes available 24/7.
To successfully complete this project, IDL Web Inc. delivered a WordPress-built customer portal. During the first months after the launch, the portal showed good KPIs of submitted requests, as well as a reduced average time to process the request and make the final decision to exchange the device. In long-term cooperation, customer support portals influence brand awareness and loyalty, help to reduce churn rate and improve customers’ retention KPIs, increase repeat purchases, and increase lifetime value (LTV).
Reveal more details and success stories from our clients
Jacob at IDL Web Inc has made my life much easier. He answers promptly, understands my issues, and creates great solutions quickly for my nonprofit. We are in good hands with this company!
IDL Web is always quick to respond. They fulfill our web site enhancement requests quickly. They do a great job and I have no hesitation in recommending them.
Our experience with IDL Web Inc. has, and continues to be excellent. They are experts at what they do, they are efficient, and they are exceedingly helpful.
It has been an absolute pleasure working with Jacob and his team. They are quick and efficient, and the customer service is stellar. We look forward to continuing to work with this amazing group of people.
I’ve used Jacob’s service to fix several Joomla and WordPress sites that were hacked beyond my abilities to fix them. He’s quick and responsive to get the work done, I definitely (and have) recommended him to anyone who needs help with their website.
“As a struggling artist managing a web site, I am really happy that I found Jacob Hodara. He gives me advice that is in my best interest, even when it means less work for him, that kind of honesty is not easy to find. Best value for my money!”
Founder, Senior Developer
Senior Web Developer & Server Admin
Marketing Manager
Web Designer
Project Manager Client Success
Senior Web Developer
Digital Marketing Specialist
Website Designer
Graphic Designer
Link building Specialist
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Customer Service Portal on WordPress
The first step to building an effective custom portal is to align features with both, the customer journey map and your business processes. Once the portal specification is ready you can choose the CMS/ frame on what you would like to realize it. Design of this kind of platform is crucial from UI/UX to make it valuable and simple to use, as well as it can be another brand communication channel, so should reflect your brand style and values.
API integration is the most common way to connect your new customer service portal to your CRM, ERP, and other internal management systems. To streamline the processes and save time.
By automating customer after-sale service and support you decrease the labor-intensive part of this journey and provide additional value to your customers. This also improves LTV and retention rate. One day, call centers were replaced by customer portals, and now we’re in the process of replacing customer portals with applications.
A successful customer portal will have the following must-have features: a knowledge base for quick access to information, a community forum for P2P communications, a support ticket submission system for direct assistance, real-time updates and progress, and online assistance 24/7, a history of all the purchases and claims. However, online assistance is commonly replaced with AI chatbots, so it’s recommended to do this thoughtfully. On the one hand, AI-powered features like AI agents can streamline self-service, on another hand, if they are not improved -they are usefulness.
The simplest customer portal can start from $10-15,000 and achieve $25-50,000 and beyond. The key factors that make an impact to the price are features, design elements, API integrations, processes automation and users’ notifications.
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