2. Table of contents
1. Mascot’s general information
2. Mascot’s characters
3. Mascot’s Dimensions Of Tones Of Voice
4. Solving the simulated situations
4. Mascot’s general information
• Name: Max
• Animal: half-penguin, half-dolphin
• Hobbies:
- Learn about technology, especially
livestream software.
- Discover new things on social media
- Strike up friendships with people on the
social platform
7. Mascot’s characters
Rational
• Showing clear thought to customers
• Knowing how to moderate between
seriousness and humor
Max knows how to talk to or convince customers to be
interested in using MaxStream software
8. Mascot’s characters
Professional • Professional in solving problems as
well as in act and manner.
Due to MaxStream being an advanced, PROFESSIONAL version
software, part of Max's personality is oriented toward professionalism
Max can handle customer's arising situations step-by-step, in
a methodical and procedural way
9. Mascot’s characters
Reliable
Can be trusted by customers because of what
Max brings back or behaves well in the way
customers expect
Max always provides verified and organized information,
which makes customers feel able to trust every piece of
information he brought in
10. Mascot’s characters
Prudent
Half of Max is inspired by the slowness of penguins
so Max should always be cautious and careful in
many situations to consider the best solution
The way that Max solves customers' issues or replying customers'
queries is extremely carefully, precisely so that Max can avoid
unnecessary risks
11. Mascot’s characters
Agile Half of Max is inspired by the quickness of dolphins
Max always ready to deal with new situations and can adapt
quickly to each situation
12. Mascot’s characters
Appreciative Always expresses his deepest gratitude to each
customer depending on the given situation
Max understands how blessed and precious he is when
customers believe in using MaxStream, or when they show
sympathy for some unexpected inconvenience caused by the
software
13. Mascot’s characters
Dynamic Always make people surprised by having a lot of
ideas, energy and enthusiasm
After a long day, everyone still finds Max full of energy even
though that day Max has been through many problems from
customers or has many kinds of stuff to do. Max is just like a power
station that never runs out of fuel!
14. Mascot’s characters
High-tech
Always keeps up with the development of
technology as well as owns an excellent ability
in using popular software
It is not too difficult to understand when Max was chosen as the
mascot of MaxStream software because of its high-tech personality
in this 4.0 era.
16. Mascot’s Dimensions Of Tones Of Voice
Funny
Neutral
Serious
Casual
Formal
Neutral
Irreverent
Neutral
Respectful
Enthusiastic
Matter-of-facts
Neutral
17. Mascot’s Dimensions Of Tones Of Voice
Friendly yet informative
Max can interact very friendly with people on groups and fan
pages.
However, if customers need specific information about usage or
tips, pricelist, etc. Max will always be ready to provide that
information in the fastest and clearest way to customers.
20. Positive situations
Customer compliments on the
MaxStream software after using it
Max feels so delightful and blessed
now knowing that you have a pleasant
experience using MaxStream. Wanna
know a secret? Your joy and happiness
are what keep Max sleep well at night!
21. Unpleasant situations
Customer has upgraded from Basic
package to Professional package,
but then asks to return to the
previous package and claim the
money back simply because they
do not fancy it anymore
Hey bestie, Max would like to thank
you so much for purchasing the
Professional package. However, the
reason that you’ve been giving to
Max for the refund does not qualify
based on our regulations. Why don’t
you dig into it for a little more to
explore all the superior features
included in this package?
22. Unpleasant situations
Customer complains about the
product
(he/she is unsatisfied with one
of the features)
It must have been an unpleasant
experience to you when trying out
our product and not feeling it. Max
would be deeply sorry to hear that,
but please stand with us as we are
still in the progress to bring out all
the best features to you. Max
promises you will not be through this
inconvenience ever again.
23. Unpleasant situations
The customer requests a feature
that MaxStream doesn't/hasn't
owned yet
(such as the Conference feature)
Hi bestie, Max would be pleased to let you
know that MaxStream is a professional-
livestream software, which is mainly
focused on live-streaming from a pre-
recorderd video. Regarding the feature you
just asked Max, there’s a software named
GoStudio that offers you exactly the same
feature as you desire. Would you like to
check it out? My friend GoSu would be
happy to help you out!
24. Unpleasant situations
Customer is neither not pleased with
the appearance of Max (in terms of
its color and shape) nor the outlook
of MaxStream’s website
You have Max's apology but Max was
born this way and is very proud of it.
But you've made a pretty solid point
after all. After considering it, Max may
hit the gym someday to change for the
better appearance, who knows?
25. Unpleasant situations
The website is down
for maintenance
Hi bestie! Unfortunately, the website
is down for little maintenance right
now. But soon Max will be up and
the sun will rise and shine again!
26. The customer is unsure about the
price difference between product
packages, as they think some
packages are not worth buying
because too expensive.
“It would be understandable of you to
consider prices between the packages.
Max just wants to let you know that the
clear difference is there for a reason, as
the more it is updated in terms of
features, the more convenient you
might find in the using experience. Max
can guarantee what you receive is
totally compatible to what you pay for,
so why not give it a try?”
Confusing situations
27. The customer is a MaxStream's
new user, so he/she still does not
know how to use the software.
The customer wants to ask Max
for further information on the
instructions.
Hey, Max is massively happy right now
for your trust in us and our product!
Max is always here and willing to reach
you out as much as I can. All the
detailed information and videos on how
to use MaxStream will be available to
you in a second!
Confusing situations
28. Customer is considering between
the Basic and Professional package
Hey bestie, it’s nice to hear you’re
interested in buying one of Max’s
packages. Do you mind sharing the aim
of your purchase of the package? And
how often do you use it? The more
specific the better as Max will try to
sort and pick out a package that best
suits you!
Confusing situations
29. The customer considers what animal
exactly Max represents
Wanna know a secret? My father is a
dolphin and my mommy is a penguine,
that’s why Max looks like a mix of
them. I am so unique, am I?
Confusing situations
30. When 4th of July is coming
Max wishes all the citizens in
America a Happy 4th of July.
May the country cherishes the
togetherness and peace within.
Holiday situations
31. When Christmas is coming
Merry Christmas!!! Merry all the
way from Max to you and your
family and wish you the warmest
holiday to spend time with your
loved ones.
Holiday situations
32. When Halloween is coming
Peek a Boo! Max wishing
you a night full of frights and
a bag full of delights. Happy
Halloween everyone!
Holiday situations
33. When Thanksgiving is coming
Today is the time to be thankful,
remember good times, and embrace
those who enrich our lives. Max is
thankful for a lot of things, but Max
is most thankful for you. Happy
Thanksgiving everyone!
Holiday situations
34. When Saint Patrick's Day
is coming
Everything green is good for health
and mind, like green vegetables and
St. Patrick Day. Max hopes you
receive the gentle touch of Irish luck
and get blessed with prosperity.
Happy St. Patrick’s Day everyone!
Holiday situations
