A business is an extension of human talent and innovation and has a personality that is distinctive and authentic. As our singularity shows through our face, dress, and attitude. A company’s identity shows through its brand. The more you invest in your customer’s brand experience, the more hearts it will help you win.

From your client’s perspective, the support center is an integral part of your identity, which is why you want to maintain a seamless brand experience. Having your brand logo, fonts, and colors extend to your support site will maintain your brand’s unique message and quality as you communicate and engage with your customers when they seek help.

Having a seamless brand experience is valuable for both existing and future customers. Your knowledge base is made up of rich content that organically improves SEO and yields links back from search engines. New potential customers are likely to see your support center even before they see your corporate website or even know who you are. If you sell consumer products, for example, you may want to refer back to your product page. As for existing customers, your support center is where your customers come to you when they need assistance. Is there a better place to make a good impression?

Brand, however, is much more than logo and colors – it is a complete experience. More than it shines through the face and dress of your site; your brand is manifested in your attitude when planning your user’s experience. For example, you build your customer’s trust in your brand with a well-planned navigation that reinforces a logical content hierarchy, so they quickly find what they’re looking for. Sometimes all you’ll need is a video or a set of images that will do the trick.

Here are a couple of examples of companies who upgraded their user experience:

Engage your customer with video embedding

Smart navigation by product (using images)

Links to sub-headings facilitate finding information in long articles

Another way you can deepen your brand experience is by creating a community where your customers can help each other and themselves find answers. Reduce support costs by encouraging your customers to share information and collaborate with people outside your company. Extend even further by utilizing the power of social media and create links to your social spaces where your reach is unlimited. The Desk.com support center makes it easy for you to manage social engagement all in one place; by customizing it, you make it your own.

Here are three examples of templates built to suit different types of industries:

The first template features a control panel design to help navigate the user more efficiently. It is suitable for a large knowledge base that is loaded with information because the multiple icons provide a clean, simple way to move through bulk of information. 

Control panel design - simplifies navigation on heavy knowledge bases

This template is suited for consumer products or e-commerce and features an upscale sidebar displaying popular products (which links back to the business' main product page) and a call-to-action button in both header and footer.

Upscale sidebar with images leading to product page

This last example features a simple and clean landing page with three main navigations. This theme is suitable for small and growing businesses who wish to encourage customer feedback through multiple comunication channels (chat, email, phone etc...). Remember, what you see is not what you get - all of these templates are fully customizable, no code needed.

Clean and inviting landing page with a simple navigation

 
(Images designed by Themesfordesk.com)

Providing a seamless brand experience also means a smooth UX. With the growing mobile and tablet market, it is no longer enough to look good on desktop. Having a responsive design that allows your site to reshape to different device sizes substantially optimizes usability and improves productivity on the go, where many customers and agents seek support. When your content is not rendered properly, the user may lose trust in your product and brand altogether. Finally, a clean, spacious, and flat design is the upcoming trend and another way to communicate a modern and up-to-date persona.

In conclusion, think of your support center – not only as necessity, but also as an opportunity to grow your business and continue to engage with your customers. Branding is much more than visual identity. You can customize your support center to suit your customers’ needs with smart navigation, community building and seamless design. People don’t make up stories about your business, it is you who create them and influence how you’ll be perceived.

Investing in the brand experience of your support center will not only reduce your support cost, but will win you a priceless advantage—continuous customer loyalty.

Themes for Desk designs beautiful and content-optimized themes that are suitable for Desk.com support center environment. Check out more templates in their theme gallery.

This article originally appeared on Desk.com.

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