3 Ways Customer Care Reps Boost Brand Image

Nowadays, good customer experience proves to be just as important as any other aspects in a business – some will even go as far as saying that this can define a brand. According to a study conducted by Walker, customer experience has overtaken price and product as the key brand differentiator at the end of 2020.

Simply put, customer experience encompasses the entire journey of a customer with a business: from awareness to after-sales service. Customers are likely to form their perception of your brand depending on the kind of service they received, which is why this is an important aspect that business owners must prioritize.

One way to ensure that your brand appeals positively to your customers especially if you are trying to expand and grow your business is by having a team of customer care representatives that will assist them with their needs, from product inquiries and purchasing concerns to processing returns or replacements. With their roles, customer care representatives also have the ability to bolster your brand image through the following ways:

They connect you to your customers

More often than not, your customer care representatives are your only direct connection with your existing and potential customers, so it’s important to make sure that you maintain this link strong and steady. Your reps are the ones who face clients everyday and represent your brand, so they must always put their best foot forward whenever they interact with them.

Dealing with irate customers and other similar cases is never an easy job, but experienced and skilled customer care representatives will know how to deal with these challenging scenarios and handle complaints appropriately in order to fulfill the expectations of customers. In turn, this will reflect positively on the overall customer experience and your brand image.

They can influence how people perceive your brand

How you present your brand in public through ads, social media presence, and other marketing efforts will not always be perceived by your audience the same way you expect it to be. For new and starting companies, varying assumptions about your brand and your products/services is based on several internal and external factors. It’s good to know, however, that your customer care representatives can have more influence over this.

Just like what was already mentioned, your customer representatives are the ones who interact directly with customers and in a way, have the responsibility to relay to them what you want your brand image to be. Aside from ensuring quality service, they can also integrate the good qualities and the basics of your business during conversations just to give additional information that can possibly change their opinion about your brand (for the better, of course).

They can gather helpful customer insights

Knowing how your customers see your product/service is vital for the improvement of your offerings, marketing strategy, business targets and more. Unlike time-consuming and costly surveys, your customer care representatives can just ask questions to customers about what they think of your products/services while interacting with them. From this, you get valuable feedback and insights in an easier and more personal way.

Thinking of getting your very own team of customer care representatives? You can explore outsourcing, which has been a rising trend in the industry because of its many advantages that can add value to a company such as:

Cost savings
Scalability of service
Access to a pool of trained professionals

Just make sure you are partnering with a provider that can build great, high-performing teams such as inbound and outbound solutions, omnichannel teams, social media, and back-office services, and is ISO-certified and GDPR-compliant, so your company and client data are safe.

In summary, having the right outsourcing partner promises the following:

Operational excellence
Build a dedicated customer support team
Operational savings of up to 70%
Access to world-class talent
A+ recruitment process
Industry experience
ISO-certified and GDPR-compliant
71 Net Promoter Score: Sense of security and peace of mind

Infinit-O is the trusted customer-centric and sustainable leader in Business Process Optimization to Small and Medium businesses in the Financial Services, Healthcare and Technology sectors by delivering continuous improvement through technology, data and people.