Consistency is a large component of customer satisfaction, especially with regard to customer support for business to business (B2B) organizations. These companies tend to have more interaction with their customers than those in the business-to-consumer (B2C) sectors simply due to the nature of the relationship, and customers expect to receive a similar experience throughout every interaction.
This doesn’t mean you should hire agents that all talk, walk, and act like each other, but they do need guidelines that detail how to interact with customers across channels, including phone, email, web-based chat, and other methods your business uses.
