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Using an Avatar for Customer Service

avatar and customer service

Creating an avatar can be a huge time-savings piece for your business. Not only does it allow more flexibility in who responds, but customers can do the self-service they’re looking for. Below are tips and tricks to get an avatar started on your website.

Your Avatar’s Personality

An avatar is a digital representative or persona. When creating this persona, there are a couple things to keep in mind. Will you avatar be a male or female? What is your avatar’s name? What sort of personality will they have? (Note, you don’t have to create an entire character design). Below are a few examples:

  • Suzy Q is the avatar for Suzi Q Quilting. She is polite and friendly. Suzi will validate a customer’s feelings, but hold firm to a store’s policies. She is cheerful and ends every interaction with “Best wishes on your quilting adventures!”
  • Todd is the avatar for another quilt shop. He is firm, but happy, and interacts with humor (often communicating with jokes and emojis). He doesn’t apologize for not bending policies but he does seek solutions to make the customer happy within company protocols.

Avatar Logisitics

Now that you know what sort of avatar you want for your business, there are a few other pieces to work out.

First, determine what employees you’ll dedicate to responding to customer service requests.

Next, create a standardized email that the decided-upon employees can have access to.

Finally, to streamline even further, track responses in a document and create email templates of common responses to frequently asked questions.

Inspiration for this post came from “Consistent Customer Service” by Gwen Bortner published in the October 2021 issue of American Quilt Retailer.

Wait, There’s More!

Interested in a FREE AQR Meetup? Well you’re in luck!

Next Thursday, December 16 at noon CST you can find out what’s on the radar for AQR and AQR Academy in 2022. You’ll also get tips on how to finish 2021 off strong.

Register for the Zoom event here prior to attending. All are welcome (and we’re interested in hearing what you want next year as well)!


If you’re looking for more information to guide you in owning a retail business, subscribe to American Quilt Retailer today. Already a subscriber? No worries—join our Facebook group for insights and dialogue from industry specialists like you. And don’t forget, you can always purchase single issues if you prefer that instead.

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