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Customer Support & Services Write for Us

Customer Service Versus Customer Support: Explanation

Firstly, Understanding the modification between customer service and customer support can be challenging.

At first look, customer service and customer support seem similar:

Both areas try to help clients.
They use tools similar to email, chat, and the phone to communicate.
Uses similar skills to increase customer satisfaction.
Lastly, both are critical to the company’s customer experience.

While both attention on helping customers, customer support is a particular type of customer service that includes documentation, product feedback, and technical problem-solving.

Therefore, the terms customer service and customer support are not interchangeable. And also, Customer service is a general term; However, Customer service is a particular type of customer service.

Customer Service vs. Customer Support

And also, Customer service and customer support change because customer livelihood teams endorse a product while customer service teams provide service to a customer.

How does it look in action?

Therefore, imagine a customer walking into a retail store and looking for a medium blue T-shirt. Firstly, a customer service representative could help find the shirt, call the customer, and wrap the shirt for them. However, you can try to increase sales by suggesting a sweater that matches well with the shirt.

The client has everything she wants, but no other comment or information includes the experience. It is transactional.

For comparison, imagine a customer who emails Dropbox about an issue where she shares a file with her coworkers. However, the customer service representative:

connects the client immediately with the documentation she has written and guides them through the appropriate steps
Categorize the conversation to provide feedback to the product team on how to share
Start a conversation about how to improve sharing
Follow up with the client about her experiences.

The role of an account manager is more to improve the customer experience than to interact with the customer in a transactional way. Account managers use customer service skills, but that’s only part of their job. Customer support also includes writing documentation for the knowledge base, providing product feedback, and conducting usability studies.

Therefore, customer service teams are often closely integrated with product teams. And also, you sit at the table where decisions through about the product. Compared to customer service teams, support teams are generally more involved in the end-to-end customer experience.

A detailed breakdown of Customer Service vs. Customer Support

Both customer service and customer support are customer-oriented but approach support from different perspectives.

Customer Service

Generally an entry-level job with few career opportunities other than managerial positions
Focuses on efficient and helpful customer transactions
Tends to measure transaction metrics such as CSAT, average response time, and first contact resolution
There are jobs in every industry that serve customers – e. B. Retail, fast food, banking, hospitality, etc.
Lastly, connects customers to existing answers and solutions.

Customer Support

Many different growth opportunities besides management.
Focuses on improving the interface between the customer experience and the product.
In addition to transaction metrics, it also considers business-related metrics such as Net Promoter Score, Customer Effort Score, and Churn.
Jobs are more frequently available at eCommerce and SaaS companies
And also, includes technical problem solving, problem-solving, and finding new solutions and answers.

Not all teams define customer care and customer service in the same way. However, if you don’t recognize your job description in this post, don’t worry! And also, it’s about giving your customers the best possible experience and understanding how your role is helping your business achieve that goal.