Client Portal Software Market Trends

Client Portal Software Market Trends

A prominent trend in the client portal software industry is the integration of Artificial Intelligence (AI) and Machine Learning (ML). These technologies enhance client portals by providing advanced analytics, personalized user experiences, and automated support features. AI-powered chatbots can offer instant, 24/7 customer support, while ML algorithms analyze user behavior to deliver tailored content and recommendations. Additionally, AI and ML improve data insights, enabling businesses to predict customer needs and optimize interactions. This trend reflects the broader shift towards more intelligent, responsive software solutions that can adapt to evolving user demands and improve overall efficiency.
 

For instance, in March 2024, Zendesk introduced Answer Bot, a new feature built into Zendesk client portal guide, designed to help customers find answers quickly and independently. According to Forrester, 76% of customers prefer self-service over speaking with support agents. Answer Bot uses machine learning to match customer questions with relevant knowledge base articles, continuously improving its responses. It aims to handle simple support inquiries such as product specs and order statuses, streamlining the support process for users.