You may have an idea of what your brand represents. However, your customers can’t get into your head and they’ll make assumptions based on your social media presence, advertisements, content, and other external marketing.
Your customer service team, however, is where you have more control over this perception. These individuals speak directly to your customers and they have the responsibility of representing your brand when interacting with current or potential buyers. In fact, 73% of customers say they stay loyal to brands because of friendly customer service reps.
Without your customer service team, you have no means of direct communication. Due to this, your customer service team is essential in relaying to customers what you want your brand image to be. They can help influence customers and convince them of your strengths over competitors.