What does "cross-selling" involve in customer service?

Cross-selling in customer service refers to the practice of encouraging customers to purchase additional or complementary products alongside their primary purchase. This strategy aims to enhance the customer's experience by suggesting items that may enhance the functionality or enjoyment of the original product, thereby adding value to their purchase.

For instance, if a customer buys a camera, a customer service representative might suggest a memory card or camera case as complementary products. This approach not only increases the overall sales volume for the business but also helps customers discover products that can enhance their use of the original item and fulfill additional needs. Overall, cross-selling fosters a more personalized shopping experience and can lead to increased customer satisfaction and loyalty.