Customer Service Needs of Consumer Brands:
Consumer brands invest millions of dollars in building their equity. They do so via their marketing, selling, distribution, product experience, and, finally, customer support. Each of those phases in the customer lifecycle has to convey the same brand values and messaging. So, when the customer engages with customer support the agent has to be aware of the information and tone in the rest of the customer experience. They also have to convey it through their interaction with the customer. The agent must be able to maintain the brand equity consistently across voice, email, chat, and other channels. Last, and not least, the brand experience from one agent to another needs to be extremely consistent.
PeopleDelight provides world class brand customer service through careful hiring, deliberate curriculum development, deep training, and ongoing quality analysis.