Customer self-service
A portal for customers, partners and suppliers in your colours and with your logo, on the same platform as your internal processes. An AI assistant can guide people to the right request, the status is always visible, and every external user sees their own cases and nothing else.
What matters
Today and tomorrow
Self-service rarely fails because of technology. It usually fails because customers can't find what they need.
Customers email, call and ask for updates. Your team looks it up and writes the answer.
Customers submit structured requests, check the status themselves and find answers before they pick up the phone.
Typical uses
Internally, too, you can create a single entry point from which every request can be reached.
External customers raise requests, track their status and find answers without calling. This includes a service catalogue per customer group, request forms with validation rules and a knowledge base with AI search. They see their own cases and nothing else.
External organisations supply data and certificates themselves instead of emailing them. Data is separated by organisation, not just by person.
One entry point for IT, HR, purchasing and facilities, showing exactly the services that apply to each role.
Multi-step forms with validation, attachments and a version of their own for external access.
The status of your own request, without the internal steps, notes and assignments.
Answers from your knowledge base, asked in plain words, before anyone calls the hotline.
Areas
You divide nexxcite into areas, such as IT, HR, procurement or a portal for your customers. Each area has its own roles, navigation, design and logo, and sees only its own data. To users they are separate applications; for your IT it remains one platform.
Invisible to this role: HR files, purchase orders, customer data
Invisible to this role: IT tickets, purchase orders, customer data
Invisible to this role: IT tickets, HR data, customer portal
Invisible to this role: Everything internal and every other customer
Colours, logo and light or dark display per role. The customer portal appears in your brand, IT service in its own design.
Every role gets its menus and its entry point. Nobody clicks through features that don't concern them.
Reading, creating, editing and deleting are controlled down to the individual record. One area cannot see another area's data.
Each area gets the AI assistants and tools that suit it. They only work with that area's data.
Your brand
On nexxcite, the customer portal is a workspace of its own that carries your brand: its own colour scheme, set separately for light and dark, your logo in both variants, its own home page and its own navigation with “My requests”, “New request”, “Documents” and “Help”.
If you have several customer groups or brands, each gets its own look and its own service catalogue. Where the colour scheme isn't enough, you can add your own styling and script files per role.
You set this up in the editor, or AI can take it over if you wish: the brief “light colour scheme in our brand colours, our logo, customers see only their own requests” results in four changes in a draft. They apply only to the customer role and take effect only once you approve them.
In depth · customer request
A customer of an equipment maker gets in touch through the portal. What they see and what they don't.
The customer signs in with their portal account or their own company account and lands on their company's home page, in your company's look.
Instead of searching a catalogue, they tell the assistant what's wrong. It answers from your knowledge base and leads them to the right request: book a service visit.
The form knows the customer's equipment and checks the required details before submission. Your service team gets a complete case instead of a block of free text.
Your team plans the visit and notes costing and ownership. For the customer's access, this information doesn't exist.
Appointment confirmed, service report and invoice copy ready in the portal. The customer doesn't need to chase.
The critical point
Running a customer portal on the same platform as your internal processes would be risky if the separation were just a matter of hidden fields.
Here, permissions follow affiliation: an external user sees the cases of their own organisation and nothing else. Internal notes, costings and assignments don't exist for that access.
The same applies through the interface: a case a portal user may not see is reported as “not found” rather than “forbidden”, because the latter would reveal that it exists. The portal assistant goes through the same check.
AI in the portal
For your customers: questions in their own words instead of catalogue searches, guidance to the right request, answers from your knowledge base and updates on their own cases, always within the permissions of the person asking. What a customer may not see, their assistant doesn't see either.
For your service team: summarising long cases, drafting replies and analysing open requests. An internal assistant handles this, and it knows more than the portal one because its user may see more.
You decide for each assistant which data and knowledge it has. It connects using your own access keys, with no obligation to use a vendor's cloud and no separate AI licence.
A self-service portal is not a contact centre. There's no telephony, no messenger channels and no chat queue for agents.
If multi-channel customer communication is your core business, a specialist tool belongs in front. nexxcite then handles the processes behind it.
Objections
Only if the separation consists of hidden fields. On nexxcite, internal data doesn't exist for external access, whether in the user interface, through the interface to other systems or for the assistant. Every channel goes through the same permission check.
No. External people in the portal generally do not need a licence. You will find the details in the technical documentation at docs.nexxcite.app.
With their own portal accounts or their own company account, with two-factor authentication if you like. Your employees keep signing in through your single sign-on.
Through a secured interface for other systems and calls in common data formats, email via Exchange Online, IMAP and SMTP, and files via Azure or Amazon S3. If needed, external AI tools extend what the assistant can do.
Yes. Each role gets its own colours, logo, home page, navigation and service catalogue, on the same platform and with the same processes behind them.
No. There's no telephony, no messenger channels and no chat queue. nexxcite is the portal and the processes behind it.
Live demo
Every call you answer today with “Let me check” is a case for a portal that shows the status itself. In the demo, we'll build your portal together, in your colours and with your logo.