Your thoughtfulness around the customer experience should be commended.
Hopefully, you and your team can find a middle ground, because really, you're trying to connect with your audience.
And I am all for increasing the personalization of the experience from a CS angle.
Avatars are a great idea.
Your team can get creative and have fun with them.
Additionally, another option might be a pic or cartoon or an avatar of their personal interest: their pet, a favorite hobby...anything that speaks to them, is individualized, and is personalized.
I can say from experience, although it may sound juvenile, the more our Support and CS teams used emojis and images and playful banter in their chat comms, the more engaged our customers became and the more fun everyone had.
And I only would say this from having lived it, because I was skeptical of this approach, at first.
I am looking forward to hearing how this goes for you!
Director of Customer Success Solutions