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The impact of using pseudo names for your customer support representatives
Pseudo names refer to the usage of “alias” names, usually used to protect the identity of your customer support agent. For instance, a company could be a startup that doesn’t have an appointed person or team for customer support. In such situations creating support agent profiles with psuedo names gives an impression that the company has a dedicated support team. While it works to an extent for some companies, it is not advisable.
For some companies, having pseudo names for the customer support agents is a organizational policy. In fact, some software products even allow support agents to use an alias that can be used on all communications with customers. The option allows support agents to create an exclusive persona for work, keeping their identity private.
It is usually based on reasons such as:
Those are only perceived reasons. The times have changed. When the customers are expected to share their information with the support agent, the customers too expect the support agent to be transparent with their identity. In fact, this contributes to the perceived personalized customer service experience. There can still be exceptions based on your organization’s business, for example - financial services.
Pseudo names have a direct impact on how transparent your organization is considered by your customers. In fact, there might be instances where the usage of these names can come across as pretentious and can be insulting both for the customers as well as the support agents. Moreover, we are in a highly integrated world where communication happens across different channels all the time. Let’s say, your customer wants to urgently connect with you on social media and is unable to do so.
While that is a manageable situation, imagine the situation from an inside sales rep or a customer support agent working with a pseudo name - all the effort your customer support agent puts in to establish a great relationship with your customer, goes waste when they switch roles or move to a different organization.
From a motivation standpoint, allowing support agents to use real names not only helps customers to recognize them but also makes the support agents feel empowered. It helps them take credit for the service they provide, which will increase their morale or even mean something like getting a customer write a recommendation for them on LinkedIn.
Some companies believe that as long as your support agents can establish that they are working for your organization through a trusted channel such as being introduced to them by an existing employee who is already connected to them, it shouldn’t be a problem. The choice depends on what’s your priority - is it to localise your business across the regions you offer customer support? Or is it about privacy? Or whether you want to put transparency at the forefront. There is no right answer as to whether you should or shouldn’t use a pseudo name. So, make an informed choice based on what works best for you.
Next topic - Onboarding new customers
It is not new that several organizations tend to create fake reviews or pay for reviews. But, today's customers are more smarter than ever and when they spot a fake or paid review, your organization loses credibility, and the probability of potential customers choosing your product is very low.
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