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Unit 6 – Types of Customer Service Interactions

Unit 6 – Types of Customer Service Interactions. 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.

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Unit 6 – Types of Customer Service Interactions

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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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