Insight Series: Your Live Chat Agent Is Your Brand Ambassador

So we think that the chat agent is your brand ambassador. And that presents both a challenge and an opportunity. Every time a customer visits your website they’re forming an impression of your brand. And ultimately those interactions are an opportunity to gain a lifelong customer, or to lose that customer forever.

That messaging is easy to manage when it’s a single point of contact. Your website, your app, they can be scrutinized and designed by product managers, developers, and engineers. But it becomes a lot more challenging when that interaction occurs across millions of points of contact - across different geographies and different timezones.

Ensuring that brand voice is consistent is crucial to ensuring that visitors experience your brand in the same way over and over again.