Establishing effective communication with the customer is essential for a company’s success and, in this communication routine, teleservice is one of the most common forms of communication.
In this article, you’ll learn more about teleservice, as well as discovering its main advantages and the characteristics that differentiate it from telemarketing.
What is teleservice?
Teleservice can be defined as any interaction between company and customer that takes place over the phone. This interaction can be done in telemarketing services, with the aim of selling products or services, or in after-sales support and customer service.
Read also: SAC: Understand what customer service is and its importance
Some of the main functions performed by telecallers are: solving customer queries and problems; offering technical support for products and services; carrying out satisfaction surveys; making collections, among other functions.
What is telemarketing?
Despite its similar name and the fact that it shares the same means of communication, the concept of telemarketing differs in some respects.
Telemarketing is a specific form of customer service, focused on marketing and sales activities. The main purpose of this service is to offer products or services, make direct sales or attract new customers.
Like telemarketing, after-sales service and customer service are also forms of customer service and each has a specific objective.
Read also: SAC 2.0: What it is, how it works and more
What are the differences between telecare and telemarketing?
By now, we’ve understood the concept of teleservice and telemarketing and it’s easier to understand the differences between each.
While teleservice encompasses all telephone interactions, including customer support and after-sales service, telemarketing has a more specific focus on marketing and sales activities.
It’s important to understand that although telemarketing is part of customer service, not every telephone interaction with a customer falls into this category.
Tele-service, more broadly speaking, aims to meet the customer’s needs in different aspects. Telemarketing, as we’ve already seen, is focused on conversion.
Another feature that differentiates telemarketing from telecare is the approach used. While telemarketing is mostly more receptive to receiving customer demands, telemarketing is more active and initiates contact with the customer.
Although different, both are essential to offering good customer service and, if carried out effectively, can bring a number of benefits to companies.
What are the advantages of teleservice?
- Closer contact with the customer
One of the main advantages of teleservice is the possibility of establishing closer and more personalized contact with the customer.
Direct communication over the phone allows agents to understand the individual needs of each customer, creating a more engaging and satisfying experience.
This helps to strengthen the relationship between the company and the customer, as well as facilitating the rapid resolution of problems and doubts, promoting more efficient interaction.
- Opportunity to receive feedback
Another advantage of teleservice is the opportunity to receive feedback in real time.
During the interaction with the customer, the company has the chance to collect valuable information about customer satisfaction, perceptions about products or services and suggestions for improvement.
This feedback is essential to guide the company’s investments in product, service and process improvements. This feedback helps the company to adapt and better meet the demands and expectations of its customers.
What are the advantages of telemarketing?
- Creating opportunities
One advantage of telemarketing is the possibility of creating new business opportunities.
Calls made actively by companies can present products or services according to each customer’s preferences, identifying opportunities for new or additional sales.
This active approach helps to expand the customer base and boost sales, making it an effective strategy for achieving growth targets.
Creating opportunities in telemarketing is not just limited to direct sales, but also includes identifying qualified leads that can later be converted into customers.
- Reduced cost
Another advantage of telemarketing is the reduced cost compared to other forms of marketing and sales.
Outsourcing this sector can make your costs even lower, since the company will have a contract with a single cost and all other expenses for professionals, equipment and tools will be centralized in the outsourcer.
In addition, the efficiency of telemarketing in identifying leads and making sales can result in a faster and more significant return on investment (ROI).
Read also: 5 precautions when outsourcing your sales sector
Which is best for your company?
As we’ve seen, telecare and telemarketing are different concepts. For companies that want to provide a good customer experience and comprehensive customer service, both are essential and need to be worked on.
Follow these tips to work with these services in a complementary and quality way:
- Understand customer needs: before implementing any customer service strategy, you need to understand the needs and expectations of your target audience.
This will allow you to adapt your strategies to better meet your customers’ demands.
- Integrate communication channels: another tip for working with teleservices and telemarketing in a complementary way is to integrate communication channels.
Integrate customer service systems with other interaction channels, such as chat and email, to provide a more personalized and complete customer experience.
- Invest in the qualification of the customer service team: the qualification of the tele-service and telemarketing team is also an essential factor in delivering a quality service to the customer.
In this sense, the company should study the possibilities of outsourcing in order to understand its advantages and devise strategies that are more profitable and suited to its needs.
Read also: When and how to outsource your company’s customer service?
How can Scooto help improve your company’s customer service?
Scooto has made a name for itself in the customer service sector by delivering results above the market average. In 2022, these results were reflected in the registration of 60 new clients, 226 new Scooteiras, 40 expanded operations and more than 2.5 million tickets resolved.
With a focus on solving problems and resolving customer pain, our goal is to generate a positive experience for our clients’ customers and offer strategic vision to operations .
Scooto can help you improve your company’s customer service through:
- Pre-sales: engaged prospecting with prior study of the lead’s profile and needs.
- Sales: construction, execution, routine follow-ups and CRM updates;
- Customer support: humanized support focused on the solution and the customer experience.
You too can count on Scooto ‘s quality to improve your company’s customer service! Get in touch with a specialist and transform customer service through humanization and strategic intelligence.
