What clients really use in a client portal and what they ignore. Improving delivery habits, queries as a workflow and the power of fewer features.
Clients use four things in a portal: sending in a receipt or invoice, approving something, seeing their current result and answering questions from the firm. Almost everything beyond that, from elaborate dashboards to doing their own bookkeeping, is not touched again after the first week. A firm tha
Client behaviour is more predictable than portal brochures suggest. What sticks:
Elaborate dashboards. The business owner is not a controller. Charts without interpretation lead either to indifference or to panic over a seasonal effect, and in both cases to a phone call. Doing their own bookkeeping. Nearly every attempt to have clients code independently ends in correction work
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