Contact Center Knowledge
Learn more about customer service, telemarketing, and telesales.
What is Customer Service?
Customer service is the support you offer your customers — both before and after they buy and use your products or services — that helps them have an easy and enjoyable experience with you. Offering amazing customer service is important if you want to retain customers and grow your business. Today’s customer service goes far beyond the traditional telephone support agent. It’s available via email, web, text message, and social media. Many companies also provide self-service support, so customers can find their own answers at any time day or night. Customer support is more than just providing answers; it’s an important part of the promise your brand makes to its customers.
Why is customer service important to the success of your business?
Customer service is critical to competing effectively. In the past, people chose which companies they did business with based on price, or the product or service offered, but today the overall experience is often the driver.
“89% of companies now expect to compete mostly on the basis of customer experience.”
— GARTNER RESEARCH
Great customer support drives an amazing customer experience, especially when your support team moves beyond just reacting to problems and toward anticipating customers' problems. When support agents are empowered to go above-and-beyond with customers, or have a help desk solution that makes it easy for them to upsell or cross-sell relevant services, they can create winning experiences that help you stand out from the competition.
What is Telemarketing?
Telemarketing is the direct marketing of goods or services to potential customers over the telephone, Internet, or fax. Telemarketing may either be carried out by telemarketers or increasingly, by automated telephone calls or "robocalls." The intrusive nature of telemarketing, as well as reports of scams and fraud perpetrated over the telephone, has spurred a growing backlash against this direct marketing practice.
How Telemarketing Works?
Telemarketing involves the practice of contacting, vetting, and approaching potential customers. It does not include the use of direct mail marketing methods. The term was first used in the 1970s with the advent of a new, cheaper class of outbound long-distance telephone services and inbound toll-free services. The practice of telemarketing take may take place from a call center, an office, or, increasingly, a home.
Many times, telemarketing can involve a single call to assess interest or suitability, and then follow-up calls to pursue a sale. Various data may be used to narrow down large databases of names to a small number of higher-probability customer prospects. Telemarketing is used by for-profit businesses, non-profit charities, political groups and candidates, surveying, donation solicitation, marketing research, and other kinds of organizations.