Like many modern relationships, the marriage between brand identity and customer support is often as complicated as one between an astronaut and a scuba diver.
It’s likely that your company takes great pains with brand consistency—ensuring that every piece of marketing, every ad, and every bit of web copy embodies the brand’s identity. Unfortunately, that same care is rarely put into a brand’s customer support voice.
A hip non-profit appears rote and cold through email. A startup tech company sounds unnecessarily formal over the phone. Self-service with a ride-sharing company leaves you at a dead-end. And a major force in the wireless space looks like they have 10-year-olds answering chat.
The relationship between customer support and the brand is a symbiotic one. It builds trust, eases tension, eliminates blame, encourages interaction, and instills loyalty. (It’s the marriage we all want!) Join HDI Music City and Sarah Stealey Reed as we look at why it’s important for agents, advocates, and self-service to consistently represent the brand—to share a brand identity.
Through Sarah’s experience managing contact centers for 18 years, and her time as an editor and researcher, she’ll share candid stories and provide takeaways to strengthen your brand-support relationship.
Sarah Stealey Reed believes in good customer experiences and optimistic relationships. While she left her heart in the contact center, she’s now passionately writing and speaking for Zendesk and Relate—a place for people to explore their important relationships with customers, colleagues, and their community. She can be found on Twitter: @stealeyreed.