Customer Care
On-Brand Customer Connections that Delight.
Meaningful Customer Care.
Connecting with your customers in a way that’s on-brand and spurs engagement sets you apart.
Inbound + Outbound Programs
Toll-Free Program Management
Seamless Brand Representation
Customized Processes
Cutting-Edge Tech Stack
Sophisticated Data + Analytics
Back-Office Sales Support
Human-Centric, Data-Powered, AI-Enabled
Experiences
Our AI-enabled customer care teams focus on delivering stellar customer experiences so your sales team can focus on selling.
Our teams are skilled at building emotional connections with your customers, providing empathetic support, and ensuring they feel valued at every interaction.
We are fully digitally enabled and insight-driven, able to empower reps and optimize the customer experience at every customer touchpoint.
Our unmatched data environment provides rich, robust insights to power meaningful, impactful customer engagements.
Building Brand Trust—One Interaction at a Time
We recruit, train, and constantly upskill high-caliber representatives who share best practices and continually strive for meaningful customer engagement.
We meet your customers where they are and connect them to your brand in powerful ways.
Inbound contact center for customer enrollments, product support, and customer inquiries
Outbound email, phone, and text outreach for customer retention, cross or upselling, or sales support
AI-Powered Customer Care
Our customer care stack is a blend of proprietary and best-in-class technologies that manage customer interactions, empower agents, and deliver customer experience insights.
With all the AI-powered capabilities you expect from a modern call center, coupled with specialized expertise and scalable resources, we offer personalized and integrated customer experiences across channels.
EXPERIENCE ORCHESTRATION (GENESYS CLOUD)
Seamless interaction management with workforce management, voice and screen recording, speech and text analytics, inbound routing, outbound campaigns and chat.
SPEECH + SENTIMENT ANALYTICS
Lingua, our patented, AI-powered communication analyzer, enables real-time voice-of-the-customer sentiment and insights.
COACHING
ROADMAP streamlines coaching sessions, monitoring, trainings, and meetings by centralizing all associate and leadership interactions into one tool. Documents employee readiness, onboarding, coaching expectations, and personal development plans.
PRODUCTIVITY
Super Associate™, our proprietary dynamic interface, uses AI to map speech analytics to the correct call phase in the sales process, providing real-time feedback, keyword scoring, and more.
“[The MarketSource manager] leads a team that continues to meet and exceed expectations. I consider her an integral member of my management team and her team as a very natural extension of [us].”
– Senior Director, Healthcare company
FAQs
What customer care services does MarketSource provide?
MarketSource provides fully managed, on-brand customer care solutions that handle both inbound and outbound customer interactions on behalf of a client’s brand. Services include inbound contact center support for customer enrollments, product support, and customer inquiries; outbound email, phone, and text outreach for customer retention, cross-sell, upsell, and sales support; toll-free program management; back-office sales support; and seamless brand representation across every customer touchpoint.
How does MarketSource use data and analytics to improve customer care performance?
What types of companies benefit most from MarketSource’s customer care solution?
MarketSource’s customer care model is best suited for brands that want to elevate customer experience beyond transactional support—building loyalty, driving retention, and creating genuine emotional connections with their customers. It is particularly effective for organizations in healthcare, financial services, technology, telecom, consumer electronics, and consumer brands, where customer relationships are complex, product knowledge matters, and the quality of every interaction has a direct impact on retention and revenue.
How does MarketSource’s customer care model differ from a traditional call center?
Explore MarketSource’s Customer Engagement Center capabilities →
How does MarketSource ensure customer care teams represent a client’s brand accurately and consistently?
MarketSource recruits customer care representatives specifically for brand alignment, then trains them deeply on the client’s products, voice, and values. Ongoing upskilling, structured coaching through ROADMAP, and real-time agent support through Super Associate™ ensure that every representative delivers a consistent, on-brand experience, whether it’s day one or year three of the program. Clients have described MarketSource’s team as an indistinguishable, integral extension of their own organization.
Let us Design a Meaningful Customer Care Strategy That Meets Your Customers’ Ever-Evolving Needs.