From the Service Untitled site:
Although a customer service agent might be overheard saying they prefer to be in the background when it comes to sales positions, the talents of customer service representatives also take a paramount position in successful sales and marketing. The leadership role, as well as the emotional tone and empathy a customer service agent can impart upon a customer, is what can make a lasting impression that may either result in the consumer moving on to the next company and competition or singing a company’s praises.
So incredibly true. You’re going to get emails with customers saying, “This isn’t working right. Here’s what I need it to do. Will this do that?”. When dealing with customers, you’re the voice of the company just like a sales/marketing department.
If your company’s smart, it’ll rely completely on the support team and not even bother with a marketing/sales department.