The Customer Service Playbook
Principles for customer service – the provision of assistance and advice by companies to their customers – are well established. Technological advances however, are transforming the industry and customer expectations. The Customer Service Playbook provides customer service managers at early stage companies and startups, with a blueprint for success. It draws on discussions with industry-leading managers, collectively responsible for 3,000 agents, to offer best practices in areas ranging from structuring and managing a team to leveraging artificial intelligence and outsourcing.
The Playbook was written by MMC Ventures, who asked us to bring it to life both as printed and digital formats. We designed to book to a bespoke format, so the printed version felt like more of a handy resource, and established the core visual style – colour palette, typography and illustrations – before setting to work designing the layouts.
To accompany the launch of the Playbook, we also produced a series of twitter cards, that highlighted pertinent quotes, and were brought to life using the visual identity elements.
So far, it's been distributed to over 1,000 startups and relevant companies within MMC Ventures' network. The aim is that this will comprise the first of a set, aimed at companies who are looking to make the most of technological transformations within the industry.