A customer portal changes how clients work with you. It gives them direct access to what they need when they need it. They can check their projects, download files, see their bills and find answers – all in one place.
In this guide, you’ll learn how to choose a portal that fits your business needs and enhances your client experience. You’ll have access to a list of top customer portal software solutions, discover what features you need and learn how to use the software effectively with your CRM.
What is customer portal software?
Customer portal software is a platform that centralizes all customer interactions in one place. It lets customers log in to check on deliverables, view documents or seek help. They can handle these tasks independently at any time.
Portals create a self-service centralized hub for client interactions. Some allow customers to work on ongoing projects alongside you, while others handle account management or support tickets.
A customer portal may give your customers access to:
Active projects and their status
Contracts or signed documents
Billing history
Knowledge base information
Customer support
Account information
Other resources
Traditional customer service tools focus on managing support tickets or answering emails. Customers submit requests and wait for responses, creating a cycle of back-and-forth messages. They aren’t ideal for handling routine tasks like checking account information or project updates.
A customer portal, on the other hand, is customer-centric. Instead of waiting for email responses about invoices or project updates, clients handle these tasks independently. Portal software empowers them to act independently while giving them access to support teams when needed.
7 features to look for in customer portal software
Your portal should handle your customers’ specific needs, whether they want project updates, account information or product support. Desired portal features will vary depending on your needs, but here are seven essential features to look for:
A self-service knowledge base provides quick, searchable answers to common questions. You can create guides, FAQs and help articles that customers can refer to anytime. A knowledge base saves time for your customers (who can find what they need) and your team (who can focus on more complex issues).
Account management capabilities enable your customers to update their own account information. They can change their contact details, set preferences and view payment history. With this feature, customers don’t need your team’s involvement for simple changes or management.
Document sharing and management let you share contracts, project files or reports securely in one place. Your customers won’t have to search through email chains for important documents. Instead, your team uploads files once, and customers can find them whenever needed.
Customer communication tools make it easy for customers to contact you when they need help. A built-in messaging feature keeps communication in one place, so your team has the full context of the conversation. Customers can also receive notifications about project updates or changes.
Analytics and reporting let you track how customers move through different sections of your portal. Analytics can help you understand which help articles your customers visit the most and where they get stuck. Also, you can check how often they log in to your portal for engagement.
A ticket management system helps keep your support team organized. You can track requests by giving them their own numbers and message threads. A ticket management system avoids lost requests and keeps the details you need to solve an issue.
Integration capabilities allow you to connect your portal with your existing business tools. You can share data with your email system, customer relationship management (CRM) platform or billing software.
The features in this list help transform customer service, shifting it from reactive (a support-ticket model) to proactive (self-service).
7 best customer portal software solutions
To help you get started, we’ve compiled a list of the best client portal software. We selected them based on portal features and business needs.
Trello is a user-friendly software with lists, boards and cards that you can use for any project. It allows you to see the big picture across projects and automates routine tasks to save time.
The basic system works for daily tasks. While there’s no built-in knowledge base, Trello can integrate with other tools to offer this feature.
Key features:
Multi-level project views to help teams organize and track their work from different angles
Automated workflow rules for task management and automatic trigger actions
Customizable templates that give teams ready-to-use projects and workflows
Power-up plugins that extend functionality with other tools
Who it’s best for: Trello works best for small service businesses and freelancers. Agencies, consultants and project-based businesses value its visual approach to client collaboration.
What we like about Trello:
A simple drag-and-drop interface requires minimal training
Visual boards make project status clear at a glance
The flexible system adapts to different client management styles
The free tier offers essential features for small teams
Pricing: Starts with a free plan for up to 10 collaborators per workspace.
With Notion, you can create custom workspaces to manage all your customer relationships in one place. The platform lets you build client portals with documents, project updates and team discussions. It allows you to create pages and databases to keep everything connected and in one place.
Key features:
Page customization to help teams build workspaces and knowledge bases
Database tools to create a custom knowledge base
Real-time collaboration for editing and commenting on shared pages
Customizable templates to streamline workflows and standardize team processes
Integration options to connect with your business tools
Who it’s best for: Notion is a good fit for knowledge-based businesses such as creative agencies, consultants and digital service providers. It’s best for teams that value organized documentation and transparent client communication.
What we like about Notion:
The highly customizable system adapts to unique client needs
A rich text editor makes documentation creation intuitive
Links between pages create organized information networks
Regular updates introduce new features and improvements
Pricing: Starts with a free plan with limited features.
Freshdesk helps you transform scattered customer support into organized conversations. You can manage all support requests in one place, and your customers can easily access help resources and their support history.
Lower plans don’t offer all customizable features, but the core features are enough for small teams that are just getting started.
Key features:
Self-service knowledge base articles that help users find answers through search
Centralized ticketing system using multiple communication channels to consolidate customer support requests
A customer portal with secure access that offers complete support history and files
Automated workflow rules to handle routine support tasks without manual intervention
Analytics dashboard that measures customer satisfaction and support performance
Who it’s best for: Freshdesk serves growing SMBs managing customer support for 20–500 clients daily. The platform helps companies transition from email-based support to a structured help desk system without requiring extensive technical expertise. It offers features that scale as support teams expand from small groups to full departments.
What we like about Freshdesk:
Smart automation reduces manual support tasks
Multi-channel support consolidation simplifies workflow
Comprehensive self-service options decrease support volume
Pricing: Starts with a free plan for up to two agents.
Clientjoy allows you to manage both client relationships and sales opportunities. It helps you create proposals, onboard new clients and organize your communications in one central place.
The analytic tools provide core insights that are helpful for small teams. However, mid-size businesses seeking deeper analysis may need to add more reporting tools.
Key features:
Centralized client workspace for all customer documents, messages and information
E-signature tools for proposals and contract approvals from customers
Invoice management to help clients track and process payments
Client communication options like direct messaging and email templates
Who it’s best for: Clientjoy helps freelancers and small agencies focused on client acquisition. Project-based businesses benefit from its sales-oriented approach and client management capabilities.
What we like about Clientjoy:
Sales tools enhance client acquisition efforts
The proposal features speed up client onboarding
A clear interface makes navigation intuitive
Affordable pricing suits small businesses
Pricing: Starts at $44/month per member billed annually.
OneHub is a client portal solution that helps you share files with clients. It uses bank-level encryption and a white-label feature for a personalized portal experience. It also has role-based permissions to control who has access to your documents.
The software uses data rooms to let participants in your workspace see content anonymously. It also has corporate repositories that let you share documents with competitors or bidders.
Key features:
Document sharing that enables customers to find and download files on their own
Role-based permissions to control what each customer can access and modify
Mobile app portal access that lets customers manage their account from any device
Built-in collaboration tools to keep all customer communication in one place
White-label options to create a customizable client portal
Who it’s best for: OneHub suits service-based businesses managing 10–50 clients. It also works well for organizations handling sensitive data or documents (e.g., legal practices, financial advisors and consulting).
What we like about OneHub:
Bank-level security protects client information
A simple interface reduces client training needs
Role-based permissions control document access
Pricing: Starts at $12.50/month per user billed annually.
Clinked is a secure client portal where you can manage all your client interactions. It keeps your team and clients aligned with collaboration and project management tools.
Some teams report finding a steep learning curve in the beginning. However, they also comment on the support team’s quick responses and helpfulness.
Key features:
Document management with version control and secure file-sharing capabilities
Role-based access controls and permission settings for secure client access
Wiki-style knowledge base creation and management tools
Task tracking and project management functionalities
Real-time collaboration tools for team and client communication
Who it’s best for: Clinked works for mid-sized businesses and professional service firms. It’s well-suited for firms that need secure document sharing and collaboration, making it a good fit for consulting, financial and professional services.
What we like about Clinked:
Document management with version control ensures accuracy
E-signature functionality streamlines approvals
Robust security features protect sensitive information
Project management capabilities keep stakeholders updated
Pricing: Starts at $95/month billed annually.
Microsoft SharePoint helps you build secure B2B customer portals that connect with your Microsoft tools. You can organize client documents and team communications while maintaining enterprise-grade security.
SharePoint is ideal for businesses that already use Microsoft 365. However, you may need IT experts on your team to customize the system during setup.
Key features:
Document management system for file sharing and version control
Customizable client workspaces with personalized access to resources and updates
Knowledge base functionality with searchable help articles and support documentation
Built-in analytics to track customer engagement and document interaction patterns
Microsoft integration to connect with existing business tools and apps
Who it’s best for: SharePoint works for SMBs that need robust security and compliance features. Organizations already using Microsoft 365 can easily integrate Microsoft Sharepoint into their existing workflows.
What we like about Microsoft Sharepoint:
Enterprise-grade security to protect client data
Customization options that adapt to specific needs
Extensive integration possibilities expand functionality
Pricing: Starts at $5/month per user, billed annually.
Why your business needs customer portal software
Client portal software has several benefits beyond reducing your support team’s workload.
For instance, a customer portal sets you apart by showing that your company values customer convenience. According to Statista, 88% of customers expect a brand or organization to provide a self-service support portal.
Here are some other benefits of using a customer portal software:
Saves time. A portal enables both project teams and support staff to respond to client needs faster. Rather than trading emails about updates or issues, clients access information directly. Document360 states that 30% of customers prefer live chats to reduce wait times.
Empowers customer self-service. Customers prefer to try to solve their issues themselves. In fact, 84% try to solve issues independently before contacting your support team. Letting users access customer portals to update their information, sign contracts or check documents can also improve customer retention and satisfaction.
Centralizes information. Without a portal, businesses rely on scattered emails to share updates about projects or new terms of use. A customer portal creates a single source of truth. Research from Gartner shows that 62% of millennials would rather search unofficial knowledge bases or community forums than contact customer service.
Reduced support costs. A customer portal that allows customers to perform routine tasks themselves reduces support requests. It can prevent new support tickets or unnecessary communication, translating into saved labor costs.
24/7 access to information. Research by CM.com shows that more than 60% of customers expect 24/7 customer service availability. A customer portal works around the clock, giving customers access to what they need when needed.
Younger, tech-savvy customer segments expect a digital self-service option as a standard. They want the same convenience in business interactions as in their personal lives. Whether that be managing projects, accessing documents or seeking help.
How to choose the right customer portal software
The right customer portal does more than solve your current challenges. It helps your business grow. Your choice of software will affect how well you can serve customers over time.
Here are three key aspects you’ll need to consider to get a customer portal.
1. Match your business model
A customer portal should align with how your business operates and serves your customers.
Think about the customer journey and the touchpoints from first purchase to ongoing interactions. Your customer portal should mirror those touchpoints.
For example:
For service-based businesses (agencies, consulting firms, etc.) | You’ll need a portal with document sharing and project collaboration features. Your clients should be able to access project updates and approve materials. |
For product-based businesses | Prioritize portals with order management and self-service features. Your customers should be able to track shipments, manage their subscriptions and reorder products without contacting support. Make the process of buying from you again frictionless. |
For regulated industries (financial, healthcare, etc.) | Your portal needs advanced security features and compliance capabilities. Look for solutions that offer role-based access control and maintain audit trails of all customer interactions. |
Map out your customer service processes and find where a portal could address customer pain points. For instance, if your support team constantly answers the same questions, consider a customer portal with a knowledge base for frequently asked questions.
Download our customer journey map template
2. Consider real implementation needs
Whether a customer portal works for you depends on your ability to implement and maintain it. To understand your implementation needs, look at:
Your budget
Your timeline for implementation
Your integration needs
Your technical requirements
For example, technical requirements include your team’s technical knowledge and ability. If your employees aren’t technically savvy, prioritize a solution with intuitive interfaces and vendor support.
Note: Your integration needs will influence the platform you choose. Make a list of the tools and apps you already use to ensure they can integrate with your customer portal. Your CRM system should be at the top of the list to ensure the automatic transfer of customer data.
3. Plan for future growth
When choosing a customer portal software, think beyond your current needs to ensure that your solution doesn’t become obsolete as your business evolves.
Look for solutions that offer flexible scaling options (e.g., adding users, increasing storage, adding advanced features, etc.). A portal that works perfectly for 100 customers might not meet the demands of 1,000.
Here are some questions to ask when planning for growth:
How many customers do you expect to service in the next 2–3 years?
What additional features you might need as you expand?
How flexible is the pricing structure as you scale?
What advanced features are available in higher-tier plans?
Can the portal handle increased data storage?
Note: The vendor’s growth also matters. They’ll likely support your future needs if they respond to market changes. Consider whether your portal provider develops new features, updates its platform or maintains strong integration partnerships.
Powering up your customer portal with Pipedrive
Pipedrive integrates with several customer portal tools and business software. It acts as a bridge between external customer activities and internal sales and support team activities.
Pipedrive tracks all customer interactions, deals and relationship history.
Here’s how connecting it with your customer portal can benefit you:
Centralizes customer data. When you close a deal in Pipedrive, the integration automatically creates a new client profile in your customer portal. The transition from sales prospect to client means you can send invoices, get e-signatures and manage ongoing client interactions.
Aligns sales and support teams. Sales and support teams work from the same facts, and integrating systems means they don’t have to switch between systems to find information. For instance, when a new support ticket comes in, your team can see all customer information, including the number of activities, contact information and deals open.
Streamlines contact history tracking. In one view, you can see every piece of customer communication, including emails, calls, meetings and notes. Your team can pick up conversations right where they left off, making customers feel heard and valued.
Improves the customer journey. You can connect to business tools like Power BI to better understand your customers. You can also visualize your data with interactive dashboards. This data helps you track your pipeline performance and find patterns in customer behavior so you can spot ways to help them before they ask.
When Pipedrive and your customer portal collaborate, you get a full view of your customer relationships. Your team has all the information it needs to provide faster, more personal service to your customers.
Final thoughts
Choosing customer portal software isn’t a decision you should take lightly. The right software depends on your company’s needs, required features and budget.
You should also look for something that works with your existing tech stack. To ensure the best customer experience, connect your portal to Pipedrive CRM. Sign up for a free trial today and discover how our powerful integration capabilities can help you deliver the seamless, self-service experience your customers demand.
