Hi -
I'm curious if you have any relevant data on inbound customer service and the support strategies for both external customers and internal sales associates. Inbound support of both the customer and sales associates is challenging, but necessary in many industries that have feet on the street sales teams. Any benchmark data regarding different inbound calling numbers, time of day to contact, etc...would be helpful.

Thanks!

Hello,

I believe I'm in the same boat as you are when it comes to having my team there to fully support both our inbound customer needs and the direct sales force. What kind of issues are you experiencing?

Thanks,
Scott

I too am in a similar boat. I manage a customer service team and our ojective for 2006 are to support our field sales force. What I have come up with is a 'buddy' strategy where each c/s consultant buddies with a rep in a particular territory. This enables relationship development, adhock reporting and regular contact to communicate customer information, activity and trends. So far this is working well, however I am looking at expanding it further with c/s assisting in area where there are no sales reps or where sales reps are unable to get to regularly. If you have any ideas to enahnce this please let me know.

I'm VERY interested in this topic. Our Sales Manager and I have a difference of opinion on the support the Customer Service Team can provide to the Sales Department.

She feels that calls should simply be directed to the Sales Department. Since they work in the field, this would mean transferring a call to their cell phone and, usually, a voicemail. This is unacceptable to me.

I prefer we help the customer as much as possible and if necessary refer the sales department to the customer as a lead if necessary.

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