Introduction to Brand Management

Brand Management is a feature within the Solve Widget that allows you to customize your widget for each brand you manage. This feature is particularly beneficial for businesses with multiple brands, as it enables you to tailor the Solve Widget experience to meet the unique needs of each brand. To access this feature, you must be on the Professional or Enterprise tier. The Professional tier allows you to create one additional brand, while the Enterprise tier allows you to create as many brands as you like.

To help you navigate this feature effectively, we provide a series of articles covering everything from setup to monitoring Brand Management. Here’s a list of articles available to guide you:

• Setting Up and Configuring Multiple Brands
• Creating and Linking Tags to Each Brand Including Embedded Scripts
• Assigning Tags to Workflows

Why use Solve Widget’s Brand Management?

Using Brand Management can significantly enhance your customer interactions and strengthen your brand identity. Here are some key reasons to consider:

1. Establish Brand Identity
   Each brand has its own personality, values, and target audience. By creating a dedicated chatbot for each brand, you can ensure that the tone, language, and responses align with your brand identity. This consistency helps build trust and recognition among your customers.
2. Using brand-specific connectors
   You can set up different help desks for different brands to ensure that your users will receive the appropriate support that they need.
3. Adapt to Regional Differences
   If your brand operates in different regions, it may encounter varying customer preferences and cultural nuances, along with different privacy/compliance requirements. To address this, using Brand Management will allow you to adapt your messaging and services to meet these regional differences effectively, which ensures a more personalized experience for your end users. 
4. Incorporate Languages and Localization
   In today’s global marketplace, catering to diverse language needs is becoming more apparent. By setting up chatbots for each brand that communicate in the preferred languages of your customers, you enhance accessibility and engagement with them. Additionally, you can customize your chatbot to understand local customs and expressions to make every interaction with your customers more relatable.
5. Unique experience for various user segments within a single brand
   Previously, crafting distinct experiences for specific user segments (like ride-hailing drivers versus riders) required building intricate workflows packed with numerous conditions. With Brand Management, it’s now much simpler to tailor unique, branded experiences and maintain them over time—right down to analyzing the resulting conversations. 

Using Workflow Tags to Get Started with Brand Management

Before we dive into configuring Brand Management, it’s crucial to understand how workflow tags work. Brand Management combines several customization features that let you shape the look and feel of a particular brand experience, but it’s the tags that make sure the right users are directed to the brand you’ve set up. Below, we’ll use some fictional scenarios to show how tags come into play for Brand Management.

Use Case 1: Creating a Unique Widget Experience for a Brand

For instance, consider a company named Forethink that operates two brands: Drive and Eat. With the Brand Management feature, we can create unique widget experiences for each brand. To achieve this, we need to assign a tag to each brand. For example, we would create a tag labeled "Eat" for Forethink Eat. As a result, only workflows tagged with "Eat" will be predicted for users interacting with that specific brand.

Use Case 2: Addressing Multiple User Personas 

Forethink has different user personas. For instance, Forethink caters to Driver and Rider.

To effectively engage these diverse audiences, we need to assign a tag for each persona. This way, with the Brand Management feature, we can design personalized experiences that meet the specific needs of every user group. By assigning the right tags, we ensure that users receive relevant content and services tailored just for them.

Behind the Scenes: How the Widget Routes Users to Different Brands

When the workflow tag is included in the embed script, the AI looks for a branded widget with a matching tag. If you have multiple brands, it will identify the correct tag for the relevant brand. Once it finds a match, it predicts workflows associated with that tag. For example, if the workflow tag is set to "driver," the AI will check your brands and find one that has a "driver" tag. After locating this matching tag, it will then predict the corresponding workflows.

Next article ➔ Setting Up and Configuring Multiple Brands