Speaking of personifying brand image, a great way to do this is with photos of your support team displayed proudly on your customer support tab. I’ve seen this done a few ways.
One popular choice is a static group shot depicting the entire social media customer support team. These look good, and I think customers may perceive a sense of closeness among team members. The image can convey to a customer “We are a close team, and if another team member helped you before, I can pick up seamlessly where she left off.” On the other hand, any team turnover on the team causes you to break out the camera again.
Another approach I’ve seen is individual head shots of each team member. Some layouts allow the visitor to click-through to different team members, while others automatically scroll. Sometimes short bios are included, but I’m not convinced these are necessary. I think I like it better when the agent’s name is displayed simply with the head shot. With individual shots, I think using the same background for each photo helps add a consistent feel.
In either case, I think reps wearing crisp polos in company colors with the company logo adds a nice touch. It helps team members look pulled together. Professional photography looks best, but if that isn’t practical in keeping up with each team member, try to develop consistent guidelines around how to shoot the pictures. Use the same location, the same chair, have the photographer a set distance from the person being photographed, etc. Also, I would recommend getting formal releases from each employee and keeping them on file.
So, grab your team, grab a camera, and take some photos. Happy snapping!