Customer service covers all activities relating to the customer that are performed before, during and after the sale of a product or service.
Customer service is used to deepen the relationship between the customer and the supplier on a long-term basis.
One aspect of customer service is the hotline available to the customer, through which he has direct contact with the supplier and has his questions answered; another is remote maintenance, which enables the supplier to access the system or service externally and to check it, maintain it, and correct errors.
In an effort to reduce costs, larger companies are increasingly moving to outsource customer service. In outsourcing, the supplier is no longer the direct point of contact, but the outsourcing company through which customer contact is made.