Do you run a business with several brands, products or even subsidiaries? Then you know how challenging it can be to deliver coherent, brand-specific customer service. It often ends with you having to juggle several systems, which creates silos, confusion and inefficiency. But what if we told you that you can manage it all in one central place? At Available, we specialise in helping companies make the most of Zendesk's powerful multi-brand features to create unique customer experiences – all within the same system.
What is Multi-brand Support in Zendesk?
Multi-brand support in Zendesk is about being able to create and manage several completely separate brands from a single Zendesk account. Each brand can have its own unique identity, including its own support domain (e.g. support@brandA.dk), its own designed help centre and its own workflows. To the customer, it seems as though they are in contact with a completely separate company, while for you and your agents everything is gathered on one platform.
How Zendesk makes it possible
Zendesk makes it elegant and intuitive to split support by brand. The central features we at Available often implement for our customers include:
- Brand-specific branding: Each brand can be customised with its own logo, colour scheme and URL. This ensures a recognisable and professional experience for the customer, whether they visit your help centre or receive an email.
- Intelligent routing: We set up advanced triggers and automations that automatically forward enquiries to the right agents or groups based on which brand the email was sent to.
- Tailored workflows: Different brands often have different needs. We configure unique SLAs (Service Level Agreements), ticket fields and macros for each brand, so that agents always have the right tools to hand.
- Separate help centres: Give each brand its own, dedicated knowledge base with articles and guides that are relevant specifically to their customers.
Concrete Use Cases
This approach is ideal for a range of different business models:
- Conglomerates: A parent company with several independent subsidiaries (e.g. a clothing brand and an electronics manufacturer) can keep customer service completely separate.
- B2B and B2C: A company that sells both to private individuals and to businesses can create two different support experiences that match the unique needs and expectations of each target group.
- White-label products: If you supply a software solution that other companies sell under their own name, you can give each partner their own branded support portal.
The benefits of a centralised solution
Bringing several brands together in one Zendesk system provides significant benefits:
- Efficiency: Agents can handle enquiries from several brands from a single interface, and you get all your data and reporting gathered in one place.
- Cost savings: You avoid paying for several separate Zendesk licences and the administrative burden of maintaining them.
- Scalability: It is easy and quick to add a new brand to your set-up as the business grows.
How we at Available can help
At Available, we are experts in tailoring Zendesk solutions that fit your business precisely. We help you to:
- Design and implement your multi-brand structure from scratch.
- Set up the complex routing and workflows that ensure smooth operation.
- Train your agents to work effectively across brands.
- Provide ongoing support and optimisation, so that you always get the most out of your investment.
Contact us today and let us have a chat about how we can help you create more efficient and brand-specific customer service.