Inbound & Outbound Services
Inbound and outbound customer service provides various ways of support to your clients by telephone. Inbound customer service is the traditional way to telephone-based customer service. In which service, the client calls your company for a service request or an inquiry about service. Outbound customer service represents a more energetic approach. In which an agent from your company contacts customers to follow up on a service issue or to notify clients of new products or policy changes.
Inbound Customer Services
An Inbound Customer Service works great when it provides a platform for customers with a single point of contact for all their service questions. Clients ring a number to order products, make a payment, obtain product information. They can also request help for support or they can also ask about the product.
The company agents handling the incoming calls that come from clients must have the product and technical knowledge to deal with the call personally to clients or, if necessary, transfer the call to a specialist one.
Customers appreciate the convenience of a single point of contact from an agent, provided they receive a good response.
Outbound Customer Services
Outbound customer service provides two important benefits. Managers can use agents during quiet periods, improving productivity further.
Outbound calls can also make strong customer relationships by increasing contact and improving customer experience.
A welcome call to a new customer reinforces the relationship. It provides a good opportunity to offer additional products or services to the new client.
Calling a customer for reviews after a service visit that you are concerned about the quality of service.
Inbound Services Examples
- Helping a client about choosing which television service would be best for them
- Telling a client how to pay the online bill this service
- helping a customer who received a faulty product
- Answering the questions of clients about how to install or upgrade software
Outbound Services Examples
- Calling a client to ask if they are interested in a personal shopper for their next tour to the company’s store
- Do Email a client with information about a promotion offer a discount and upgrade to their current software
- Informs a customer about the company’s new product line through calling a customer and suggesting a screen protector for the tablet they purchased
- Asking a customer by their email if they had questions about their new smart TV