How can you create a branded customer service strategy?

How can you create a branded customer service strategy?

June 29, 2016

female-call-center-agent-holdign-heart-plushie-

Surviving tough business competitions isn’t always about having the best products. Sometimes, it’s about creating a branded customer service strategy.

Budding entrepreneurs who want to make it big commonly find it difficult to differentiate their brand from their competitors, especially because of the crowded marketplace. Basically, anyone who wants to try out their luck in business can do so over the internet. We can view this in a positive light, but a large number of competitors leaves a much smaller room for original ideas.

However, you have to remember that standing out among a sea of competitors isn’t always about who has the best or unique products. Sometimes, it’s about creating a distinct customer support tactic that only you can take credit for.

Customer service and company branding

However, the rise of the empowered customer compels brand managers to come up with a more impactful and memorable customer care approach. Aligning your branding with customer support means creating a strategy that reflects your own identity and goals. To establish a strong presence, you must show people what makes your brand stand out and then ensure that these qualities are apparent across all consumer touchpoints.

delighted blonde female on the phone

When we talk about brand management and identity, the first things that probably come to your mind are your logo, tagline or slogan, and target market. Customer care is probably the last item on the list of things you’d normally associate with branding. It might be because customer support is generally an abstract concept, and therefore, differentiating it seems exceedingly challenging.

This way, you can set your business apart from others, attract new customers and retain old ones, and enhance the customer experience.

How to align your brand and customer service

1. Define what great customer support means for you.

executives discussing printed documents and reports

The term brand management may sound fancy, and you may think you don’t need it especially if your business is at its early stages. However, companies of all sizes need to firmly establish their identity at the onset, and one of the first things you should define is customer care.

As a manager or brand owner, you’re in the perfect position to specify what great customer support means for you and your organization. Consider the nature of your brand, the type of products and services you provide, as well as the values that shape your organization. These things must serve as the foundation of your customer service strategy.

2. Design processes for implementing your strategy.

male-executives-discussing-printed-document-reports

Now that you have your own unique definition of great customer care, list down the processes that would allow you to execute it. Some of the fundamental things you have to consider are as follows:

•     The strategy itself:
Should you go for an omnichannel approach, or would you start by launching just one platform?

•     Staffing and recruitment:
How many frontline employees do you need? What skills and knowledge must they possess?

•     Resources:
What tools , equipment, and facilities should you acquire?

•     Outsourcing:
Would you outsource your services to a call center or keep your customer service operations in-house?

•     Supporting functions:
What other processes (e.g., data and research, IT, quality monitoring should you establish?

3. Use brand-aligned metrics.

woman-posting-post-it-notes-on-glass-pane

The customer experience you aim to deliver will fall apart if you don’t use the right performance metrics. The metrics you’ll set must reflect the kind of service that you want your customers to receive. For example, if you think that your agents must prioritize speed, you may opt to make average handle time a primary standard. On the other hand, if you want to evaluate whether transactions are really successful, a qualitative way of measuring performance may be more appropriate. You may collect customer feedback or listen to recorded customer calls for a more holistic quality monitoring.

4. Don’t forget about self-service.

cafe-barista-using-laptop

A self-service platform can greatly empower customers. By building one, you’re widening their options on how they want to resolve the issues they experience. However, make sure to connect your other customer service channels to your self-service platform to accommodate those who may seek additional assistance.

The ultimate goal of brands that provide customer self-service is to personalize the user experience. It’s therefore crucial to consider how you’ll be able to meet the exact needs of your customers in the easiest way possible.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 days ago
How can you cultivate #inclusivity in a diverse workplace—or any workplace, for that matter? Listen, then learn.

When we practice active open-mindedness, we can find common ground despite our differing cultures, languages, ages, races, genders and abilities. We learn to overcome the unconscious bias often deep-rooted in our values and transform these differences into strengths.

#WeSpeakYourLanguage #OACelebratesDiversity #GlobalDiversityAwarenessMonth
Open Access BPO
Open Access BPO3 days ago
User-generated content may provide marketing opportunities, but they can also affect your #brand reputation. Amp up your #ContentMarketing strategy while ensuring those content submissions comply to ownership policies with an expert #ContentModeration team: https://zcu.io/5Arf

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO3 days ago
Looking for a #ContentModeration solutions provider? Check out these different moderation options before tapping an expert to manage your website or community forum: https://zcu.io/rIx0

#WeSpeakYourLanguage #Outsourcing
Open Access BPO
Open Access BPO4 days ago
A Microsoft study revealed that 21% of customers hate having to contact brands over and over regarding the same concern. Follow these 8 #CustomerService tips to reduce repeat complaints! https://zcu.io/dGT5

#WeSpeakYourLanguage #CustomerSatisfaction #CustServ
Open Access BPO
Open Access BPO5 days ago
There are two types of #CallCenter agents for businesses looking to outsource: the #generalist and the #specialist. Get a closer look at their strengths to determine which type can help you deliver superior multilingual #TechSupport: https://zcu.io/ckQi

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO6 days ago
Prevent cancellations and help your #CustomerService team retain customers with these #CustomerRetention strategies. Here's how: https://zcu.io/b7hc

#WeSpeakYourLanguage #CustomerExperience