Customer Service And Customer Support Are Not An Identical Job!
Elabram Group
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`dSome people need to be more accurate with Customer service and customer support. This misunderstanding happens due to their relationship in serving the customer.
Although they have a lot of similarities, they still have differences. Let's find out! In today's article, we will explain the difference between those two to clear up any confusion.
What Is Customer Service?
Customer service is an essential aspect of every industry. The term refers to all customer-facing activities supporting a product or service's sales and general usage guidelines.
People who work in customer service assist customers by taking orders, answering questions, and providing general information regarding the business product.
When a company engages in customer service, they aim to make the client feel satisfied with the service it receives.
Once the customer feels happy, they will remember their experience and leave good reviews.
For this reason, customer service improves the company's customer experience.
What Is Customer Support?
Customer support, or technical support, is a service provided to solve a specific problem with a product or service a customer after sales are conducted.
People who work in customer support are technical experts with the product or service.
Their knowledge helps customers with onboarding, troubleshooting, installation maintenance, and upgrading customers to a new product or service.
In ensuring the process's success, the customer support professional requires excellent technical skills to guide the customer toward a solution.
They can be contacted through multiple channels, such as support tickets, phone calls, emails, and chats.
Which Industries Rely The Most On Customer Service & Support?
For some industries, customer services is a core area for building business-customer relationships.
Here are some industries that rely most on customer service and support.
What Is The Difference?
Here are three key differences between customer support vs customer service to consider implementing in your business:
1. Reactive VS Proactive
The difference between customer service and customer support is as reactive and proactive.
Customer support is typically reactive. In this case, customer support provides a quick and efficient response to the customer.
Customer support solves the problem that already exists. When consumers contact them, they can solve the product or service issue as soon as possible.
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Unlike technical support, customer service is more proactive. For this reason, customer services are building positive interactions while anticipating and fixing potential problems before it happens.
For example, a customer service rep will contact the customer if there's a shipment delay. Thus, companies can enhance the customer experience by allowing customers to interact with your brand.
2. Efficiency VS Satisfaction
Another way to differentiate customer support and customer service is by measuring their success in solving issues.
Customer support is measured by its effectiveness and efficiency. It’s measured by how quickly the team solves the issue and how much time it takes to reach a complete resolution.
Therefore, as customer support, they need to solve hindrances. A more efficient support strategy will impact positive performance.
After the support is conducted, some companies often ask customers to fill out customer effort surveys (CES) after they have provided a solution to their customers.
The survey result can provide valuable insights into customer support performance.
You can also measure the metrics by evaluating the response time and ticket closure to determine if you are improving over time.
On the other hand, one of the best ways to measure customer service success is using the customer satisfaction score (CSAT).
These metrics help evaluate customer satisfaction by giving a summary of customer feedback and customer experience.
3. Technical VS Relational Support
Customer support tends to be more technical. Customer support focuses on solving customer issues and providing technical support.
They work tirelessly behind the scenes to ensure your products and services run smoothly for customers.
For this reason, there's not much interaction between customer support and the customer. The interaction starts when the customer explains the issue and finishes when customer support has resolved the issue.
Meanwhile, customer service is about building the relationship between a company and its customers.
They must use their people skills and pleasant attitude to create meaningful relationships with customers as they answer questions and educate them about your brand.
The customer service agent can build an ongoing relationship with the consumer even after a particular purchase.
In conclusion, customer support and customer service are related despite their differences. The purpose of this position is to enhance the customer's experience.
Prioritizing them can improve your organization to retain customers and gain new business while increasing the likelihood of long-term business success.
Now you know the difference between customer support and customer service. It is your turn to review your best practice and ensure your business growth.
If you are looking for customer support or customer support specialists, you can visit the Elabram website. We will help you to find the right people in the right position. You can click on this link.
Article by Sibil Aina Azka