Firstly, Understanding the modification between customer service and customer support can be challenging.
At first look, customer service and customer support seem similar:
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.
And also, Customer service and customer support change because customer livelihood teams endorse a product while customer service teams provide service to a customer.
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:
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.
Both customer service and customer support are customer-oriented but approach support from different perspectives.
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.
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