What is upselling?
A sales technique that aims to get customers to purchase more expensive products, add-ons or upgrades to boost profits.
Upselling, when it comes to customer support, can help customers address common problems. For example, say a client is repeatedly reaching out to your service team with a problem that could be fixed if he or she upgraded to access a feature that would eliminate this issue.
Your agent might step in to sell that customer on the benefits of the higher plan by framing the upgrade as a way to have every tool he or she needs and spend less time contacting the support team.