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The Big Difference: Customer Service vs Customer Support

Chris Miljanovski

On the surface, the terms: customer service and customer support seem the same. If you delve deeper into them, you'll find a plethora of differences. 

Your business needs to have a plan worked out for efficient problem-solving and be able to identify areas of improvement, so the quality of your product or service only increases. Making your customers happy isn't your only goal, but also figuring out a way to avoid dissatisfied customers entirely. This all starts with your customer service and customer support teams. 


Customer support 

Customer support involves assisting customers with more technical aspects of the product or service. Support agents are trouble-shooters and resolve conflicts with issues your customers have. The main focus of a customer support agent is on the business, not the customer, and ensuring the product or service adheres to high standards.

Elevate the support 

If a customer is contacting your support team for help, they likely don't think too highly of your business. That customer can only get happier. There are several ways to elevate your customer support:

  1. Have around-the-clock support available so your customers know they can reach you with their problems at any time. Whether that be phone-based or live chat support, be available.
  2. Have your business available for support on all social channels. Communication preferences continue to evolve every year, so it's essential to keep up with trends and be accessible and ready to solve issues on all social media channels.
  3. Have a ticket system ready. Because support can come through any of your channels, having a support ticket associated with each client is crucial. If a client is messaging you on Facebook Messenger, you'll want to be able to turn that message into a support ticket, so you're staying on top of all inquiries.
  4. Have a self-service option for your customers. Some issues are easier to solve than others to figure out, so having step-by-step guides, e-books, or videos available to your customers on your website can help eliminate the problem fast.
  5. Listen to your customers. Their problems may not seem complicated to you, but it sure it to them, or they wouldn't be trying to contact you for help. Look at the problem through their eyes to help understand it better.


Customer service

Customer service is a customer-focused metric that contributes towards the overall goal of your business. When a client has a question about your business, your customer service team should have the answer. Building rapport and developing a good relationship with your customers should be the top goal of your team. Maintaining a positive image of the brand is of the utmost importance to a customer service agent.

Achieve service excellence 

Making sure your customers are having the best customer service experience possible is how you retain them. Here are some ways you can achieve customer service excellence:

  1. Maximize your customer service team by training them with the right communication skills. Ensure they understand the need for patience, empathy, and having confidence with your customers is an essential aspect of making a customer happy. 
  2. Get customer feedback. Understanding a customer's experience and what they need is essential to improving your service. Get feedback by using a phone or email survey that will help you pick apart each customer experience and see what your customer service team is doing right and wrong. 
  3. Have a complaint system in place. No one likes hearing complaints about their product or service, but it's necessary if you want to work out the kinks and keep those complaints at a minimum
  4. Use a CRM platform. Coordinating all your teams can be a difficult task, but by having a CRM platform, you can improve the customer experience. Get everyone on the same page by providing useful information about customers that can help your team understand their needs and provide a more tailored experience to each customer.
  5. Schedule calls to reach out to customers with conversational A.I. voicebots to see if they're enjoying your product or service. You can use this method to gauge whether a customer wants to speak to someone on your team and identify any issues you otherwise may not have known about

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