“Let the team have a personality!”
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At most companies, support teams speak with customers more often than other teams. They share good and bad news and deal with high-emotion situations both verbally and in writing. Ideally, your support teams consistently represent the best of your brand in these conversations. But what does representing your brand mean? The tone and style that represents a large telecom company likely won’t translate well to a small flower boutique or a cutting-edge technology company.
Crafting that voice is a task that Antonio King, Head of Support at Veho, advocates for. He believes that support teams should have a voice that remains consistent and emphasizes your brand’s values.
In Conversation with Antonio King, Head of Support at Veho
Antonio starts our conversation by walking through how support has evolved from a negatively perceived, scripted interaction with little originality or creativity into an integral part of humanizing the customer experience.
He recommends consciously building a consistent support voice. First and foremost, let the team have a personality. Defining this persona might mean encouraging agents to be a bit outlandish or comedic, using more casual language, or referencing past interactions or situations. But whatever support voice means to you, personalized messages that sound more human are by far the best path to success.
Next, Antonio explains how to achieve those custom messages at scale with text expansion tools and macros. Finally, we close our conversation by focusing on how to validate the voice you present to your customer creates the intended effect.
For a complete understanding of how you can craft your support voice that emphasizes your brand, please listen to our conversation.