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Diverse Customer Service Interactions and Types: Support, Marketing, Sales, Technical, Analytics

Customer service involves diverse interactions through phone, email, chat, web forms, social media, and self-service sites. Support services address billing queries, order-taking, and complaints, while marketing tasks consist of outbound emails and telemarketing. Sales activities encompass inbound and outbound sales, web chat, and call-back services. Technical support includes data verification and problem resolution. Customer analytics involve profitability analysis and complaint assessment.

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Diverse Customer Service Interactions and Types: Support, Marketing, Sales, Technical, Analytics

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  1. Unit 6 – Types of Customer Service Interactions

  2. Types Of Customer Service Interactions Customer service encompasses various types of interactions with customers - • Interactions by phone • Email • Chat • Web forms • Social media communication • Self-service support sites.

  3. Types of customer service • Support: Support services include resolution of billing queries, order taking, activation of accounts, registration of new customers and recording complaints. • Marketing: Marketing tasks carried out through a contact center include sending outbound emails, telemarketing, surveys and poling, responding to inbound emails and management of marketing campaigns. • Sales: Sales tasks include inbound sales, outbound sales, web chat, web call-back and co-browsing.

  4. Types of customer service • Technical Support: Customers require different technical support services such as data verification, application support, address updates and problem resolution through the technical help desk. • Customer Analytics: Customer analytics includes profitability analytics, quality auditing, reporting and complaint analysis.

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