What feature allows customers to trace the status of their cases through the portal?

The feature that allows customers to trace the status of their cases through the portal is case management. This functionality is designed to provide users with transparency regarding their existing service requests or issues. Through case management capabilities, customers can view updates, track the progress of their cases, and understand the current status of their inquiries or issues within the system.

With efficient case management, customers are empowered to engage with their cases directly, minimizing uncertainty and fostering a sense of control over their interactions with the service provider. This capability enhances customer engagement and improves satisfaction by keeping them informed, which is crucial in financial services where timely responses and resolutions are essential.

The other options, while they include components of customer interaction, do not specifically address the ability to track case status in the same comprehensive manner as case management does. Customer support interaction, online feedback, and live chat support are valuable features for communication and assistance but do not provide the structured tracking capabilities that define case management.