June 13, 2017
Your company’s identity is central to a positive customer experience.
Is your company identity polished, consistent, clear, simple?
Or is it a hodgepodge? Do customers have to call a range of different numbers for different things? Do employees use a bunch of different phones with different numbers to communicate with customers?
In other words, does your company’s identity get mixed up in the various identities of your employees, depending on which device they happen to be using?
This “identity fragmentation” problem can undercut your effort to deliver a consistent, professional appearance to customers and ensure their interactions with you are seamless and satisfying.
To help you take action on this priority, here are three best practices for identity management in corporate communications as part of delivering a superior customer experience.
- Single identity – the company
You would not want employees to use their personal Gmail accounts to send emails to customers. Think of the messy appearance and fragmented corporate identity that would create.
So why would we permit employees to use a personal mobile phone number to call a customer, as often happens especially in sales or field service engagements?
The first step in identity management is to establish a policy that all calls to and from employees will use a limited set of numbers that represent your business, with ideally the fewest options that customers must choose from to address their needs.
The Kinetic Communications Platform from Tango Networks makes this step simple. All employee mobile devices become extensions of your existing corporate communications system. That’s true even of personal devices.
So when an employee places a call to a customer, the caller ID shows your company’s identity, even if the employee is on his personal mobile phone.
- Separation of personas
Once you have established the principle of a single identity, you then should ensure that the various personas – typically business and personal – are kept separate and discrete.
This means that an employee on a personal device should not be able to place a call to a customer using a personal number. Similarly, your corporate number should not appear when the employee is placing a personal call on the device.
The Kinetic Platform enforces the separation of personas automatically, as demonstrated in this video.
Without any special steps required of the employee, a call placed to a customer will carry the corporate identity. But a call to the employee’s spouse will be identified as from their personal number.
- Extend Customer Experience Management to all devices
An essential part of identity management is to ensure that your customer communications quality policies are extended to all devices that may be used to represent your corporate identity.
That includes employees’ mobile devices including personal mobile devices. Typically, such devices are out of scope for your call recording, monitoring and quality assurance processes.
This “blind spot” in customer experience management is becoming increasingly a problem as more communications take place with an increasingly mobile workforce.
The Kinetic Platform enables you to use your existing call recording and analytics tools with your employees’ mobile devices, just as if those devices are landline extensions.
Our mobile communications compliance solution puts these devices in scope for your Customer Experience Management processes and supports a consistent, high-quality corporate identity across all communications.
Learn more about our Customer Engagement Mobility solution and contact us today for a personalized demonstration.