What best describes inbound customer service activity?

• A. Inbound is about marketing; outbound is about support.
• B. Inbound handles customer inquiries; outbound proactively reaches out for follow-up or upsell.
• C. Inbound is about billing; outbound is about refunds.
• D. Inbound refers to outbound calls from the call center.

Answer: (B)

Inbound activity centers on customers initiating contact with questions, issues, or requests for help. The option that says inbound handles customer inquiries while outbound proactively reaches out for follow-up or upsell captures this distinction clearly: it describes inbound as the reactive, customer-driven side and outbound as the proactive outreach by the company. This aligns with how most customer service teams operate across channels like phone, email, chat, and social media. The other statements mix up roles—for example, marketing versus support, billing versus refunds, or inbound equaling outbound calls—so they don’t reflect how inbound service typically functions.