Are you managing 2-3 brands, each brand has a fanpage, a website, a separate mailbox, and have to log in to a bunch of tools every day? Costs keep multiplying with each brand, customer data is easily confused, and if one brand accidentally sees the other brand's information, its reputation will be destroyed. So how to manage multiple brands in one place while still maintaining the necessary separation?
Multi-brand helpdesk (also known as multi-brand helpdesk) is a common helpdesk system for many brands or channels and products of a business, with the ability to separate data and processes according to each brand but still use the same tool, even a team if you want. Unlike opening many separate helpdesks, this method helps businesses save costs and manage a single place where customers of each brand never see each other. According to Zenify data, gathering many brands in one place helps reduce operating costs by up to 35%, a number worth considering for those who are keeping many tool sets at the same time. So how to organize properly without mixing up data? The next section will answer.
TL;DR
- Multi-brand = one helpdesk, multiple brands, separate data.
- Why do you need: many separate brands/channels, want to share costs + administration.
- Organize by brand: private mailbox, branded tickets, SLA/team by brand.
- Security rule: do not mix customers of this brand with other brands.
- A team serving many brands needs clear priority rules.
Why do we need a multi-brand helpdesk
You need multi-brand when you encounter one of the following situations:
The business has 2+ brands, each brand has its own fanpage, website and products.
Same brand but strict channel differentiation, for example retail vs wholesale, product A vs product B.
There are outsourcing or franchising teams that need to be centrally managed.
Benefits: You only pay one fee, the customer care department only needs to administrate in one place, see the total sales and volume of all brands, but customers of each brand still have a "true to their brand" experience.
Why should you not open multiple separate helpdesks?
Some people think that each brand opens a separate helpdesk for safety, but in reality it is much more expensive and complicated. Let's do a quick comparison in the table below:
Criteria | Many separate helpdesks | Multi-brand helpdesk
Cost | Multiply by brand | One fee
Administration | Many places, many accounts | One place
Overall view | Must join hands | Available
Mixed data | Difficult to confuse | Isolation by brand
Switch brand | Sophisticated | One system
How to organize multi-brand
1. Inbox/channel by brand
Each brand has its own mailbox or channel group, for example support@brandA, support@brandB.
Connect the fanpage and Zalo of each brand to the correct corresponding brand.
2. Tickets are branded from the beginning
Each ticket has a "brand" field and is automatically classified by channel or destination.
Staff just need to look at the ticket to immediately know which brand.
3. SLA and process by brand
Each brand can have its own SLA, templates and policies.
For example: high-end brands commit to 10 minutes FRT, affordable brands 30 minutes, depending on customer expectations.
4. Team xử lý
A common team: needs priority rules, which brand has priority when overloaded.
Separate team for each brand: Decentralize authority so that brand A employees cannot see brand B tickets, except for managers.
Data security rules between brands
Rule number 1: customers of one brand never see another brand.
Decentralization: only the employee in charge or manager can see data from multiple brands.
Report separated by brand, absolutely do not mix data.
For duplicate customers (buying both brand A and B): the system must process correctly, records are shared internally but communication is separated by brand.