In the spring we told you we were building our own client portal. Now the first part is live and being used by the first customers.
What’s in place
- Login without a password. The customer enters their email address and gets a link. Nothing to remember.
- The fact bank. Questions about the business – the story, the products, the customers, the seasons – split into short parts that save automatically.
- An industry profile. A craft bakery and a café with a bake-off oven aren’t the same thing, and the texts shouldn’t sound as if they were.
What we learned from testing
We worried the fact bank would feel long. When we tested it ourselves, it took just over twenty minutes to fill in, and the questions felt relevant. Two questions had to be rewritten: they required social media knowledge a baker shouldn’t need. The lesson became a rule we follow in everything we build: never ask the customer about something that requires social media expertise. Ask about the raw material – not the product.
Next step
The next part is the photo bank, where customers upload their photos straight from their phone. That’s what we’re building now.
