…a brand is the soul of a business or product. It is a personality that consists of a number of both tangible and intangible public-facing presences, where its impression triggers emotional cues…
What exactly is a brand?
Before we answer the question as to what common traits our favorite brands share. Let’s first define what a brand actually is and why adopting branding principles can both be a valuable asset as well as a sign of a coherent and organized offering.
To prove this, would you argue that any of the brands mentioned below do not show at least some notable commitment towards providing good customer service when confronting the public? Of course, they do. The very nature of most successful brands demand attention to the area of customer care and support. And likewise, your business probably does too.
However, or rather, in the past, adopting a unified system for managing a team while providing customer care in a coherent and connected way proved to be a vitally complex task. Not only complex, but also costly. Which is why the demand for customer support software has become increasingly popular.
Even small businesses are able to benefit from the effects of customer service and support software.
From a philosophical point of view, a brand is the soul of a business or product. It is a personality that consists of a number of both tangible and intangible public facing presences, where its impression triggers emotional cues.
Now, from a general textbook point of view, a brand is a comprehensive representation of an organization that extends beyond its visual elements like logos and colors. It encompasses the company’s reputation, values, and mission, along with the emotional connections it forges with its audience.
A strong brand maintains consistency in messaging and experience, fostering an enduring sense of trust and loyalty among customers. It differentiates a company from its competitors by highlighting its unique qualities and promises a certain level of quality and service.
Ultimately, a brand’s perception and longevity are pivotal, influencing customer decisions and serving as a long-term asset that requires strategic management.
How do you evaluate a brand?
Evaluating a brand’s value is a multifaceted process with implications across various business functions. To undertake a true evaluation requires a comprehensive approach that combines financial and non-financial factors to determine a brand’s worth. ( see example )
By now you may have gathered that a commitment to providing quality customer support and services is a common trait amongst the most successful brands. And over the years this has become an increasingly important factor that customers naturally expect and look for when choosing a product or service.
This is especially true with premium brands. Can you imagine the Apple brand without the assurance of customer support?
In fact, Apple takes pride in its customers’ care and services offering. This is reflected by its famous Genius Bar available at most Apple stores.
The most appreciated brands are the ones that last the tests of time. And are able to consistently maintain good customer relationships while also providing quality products and services.
This is where the Freshworks Suite of Customer Service and Support Software has played a pivoting role in empowering both enterprises and small businesses with tools that streamline the multi-layered tasks involved with managing customers efficiently.
Read on to learn more about Freshworks and how the different tools can help your business.
Customer Service Suite
Freshworks is a customer engagement software company that provides a suite of cloud-based software solutions to help brands manage their customer support, sales, and marketing processes. It was founded in 2010 and is headquartered in San Mateo, California.
Freshworks offers a range of products designed to streamline and automate various aspects of customer engagement. Some of their popular software solutions include:
1. Freshdesk: A customer support software that helps businesses manage customer inquiries, tickets, and support requests. It includes features such as ticket management, knowledge base, live chat, and automation tools.
2. Freshsales: A CRM (Customer Relationship Management) software that enables businesses to manage their sales processes and track leads, deals, and customer interactions. It includes features like contact management, lead scoring, email tracking, and reporting.
3. Freshchat: A live chat software that allows businesses to engage with website visitors and provide real-time support. It includes features such as chatbots, chat routing, canned responses, and analytics.
4. Freshservice: An IT service management software that helps businesses manage their internal IT support processes. It includes features like ticketing, asset management, self-service portal, and service catalog.
5. Freshmarketer: A marketing automation software that helps businesses optimize their marketing campaigns and improve conversion rates. It includes features like A/B testing, website personalization, heatmaps, and session replay.
Freshworks’ software solutions are designed to be user-friendly, customizable, and scalable, catering to businesses of all sizes and industries. They aim to help businesses enhance their customer engagement, improve efficiency, and drive growth.
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