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Inbound service is when a customer contacts a company and a representative assists them. This can include a customer calling a support number, emailing the company or opening a chat session with a customer service representative.
Outbound service is when a representative for the company contacts the customer. The customer service representative may call a customer to inform them of a sale, tell them about a new product that may interest them or ask if they are interested in upgrading their current services. In most cases, the focus of outbound service is sales, but companies may use outbound services to improve customer relations as well. For example, some companies use outbound services to ask their customers for feedback about a recent purchase or service the company provided.
Full-scale customer service is generally performed by a dedicated agent who only works on your account and is highly familiar with your products, services and brand messaging. While outsourced customer service agents will follow the guidelines you set for dealing with customers, they have more latitude to solve problems and answer questions than shared agents assigned to take messages.
