Every accounting firm prides themselves on client service. As firms and clients work less in person and more online, it's vital that the quality of the in-person relationship extend online. Here are the top five reasons why accounting firms need to be thinking about their portal strategy and the business impact it has.

Client Experience: Your Firm's Online Face

Your client portal is the online face of your firm. It is the gateway through which clients interact with you, access important documents, and keep on track with what they owe you . A well-designed and intuitive portal can significantly enhance the client experience, leading to improved satisfaction and loyalty.  By providing a user-friendly and streamlined platform, you can create a lasting positive impression on your clients.

All-in-One Experience: Clients Prefer Superapps

Clients prefer simplicity and convenience. That's why putting everything a client needs behind a single login is important. Banks were one of the first to do this and the results were staggering. By offering balance information, statement retrieval, online check deposit, tax records, and more in a single place, consumers flocked to their superapps. Today, more banking is done on mobile phones than in person. Imagine what would happen if banks no longer offered this level of convenience and security? There's no putting the genie back in the bottle and now those same customers expect that level of service from all their providers.

Client Self-Service: Catering to Changing Preferences

Gone are the days when the majority of clients preferred speaking to someone over the phone or meeting in person. The world has moved online and the majority of every age group has embraced online apps. Clients now expect to be able to access their records on their own and complete tasks when and where they want to. By empowering clients to take self service 24/7, you not only offer an entirely new level of convenience but also free up valuable time for your team.

Mobile Access: Accommodating Casual and Power Users

SmartPhone users expect things to just work. The right client portal provides the both flexibility for casual users and power for superusers.  This is especially important for accounting firms with diverse client bases. Casual mobile users and seasonal clients will typically prefer a mobile web experience that allows them to work fast without the need to stop and install a mobile app. On the other hand, power users will appreciate the additional functionality that dedicated mobile apps provide -- including face ID login, mobile notifications, and a dedicated app icon on their home screen. The most successful client-facing platforms recognize these distinct user preferences and put your firm in the best place to succeed.

Security: Protecting Data and Building Trust

When it comes to client information, security is paramount. Email and text messaging lack the necessary safeguards to protect sensitive client information and are specifically called out by the IRS and FTC as inadequate. The right client portal, on the other hand, ensures data privacy and builds trust. By complying with strict regulations set forth by the FTC, IRS, and state authorities, you demonstrate your commitment to safeguarding client data. This not only instills confidence in your clients but also helps you remain compliant while mitigating business risk.

Keeping these factors in mind will help you find the right portal for you and your clients for the next several years.

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