THE DIFFERENCE BETWEEN

CUSTOMER SERVICE AND CUSTOMER SUPPORT

We’ve seen plenty of blogs on good customer service and customer support but today we wanted to clarify the difference between the two and show how the perfect harmony of both gives the customer the best experience ever.

 

 So, what is the difference?

 

In the simplest terms, customer service is a less technical role. It revolves entirely around the customer and their satisfaction with their product. On the other hand, customer support looks at technical issues a customer may be having with a product and looks to resolve that for the customer, if not immediately, then working to gain insight and knowledge to provide assistance in fixing the issue long term. 

 

Whilst both help the customer, the two roles are totally different and often a customer support team will be a part of a wider customer service team. However, they are not easily interchangeable, due to specific differences between customer support and customer service roles.  

 

Empathetic and supportive

 

To the unknowing eye, they wouldn’t be able to distinguish between the two as both can use similar channels of communication with a customer, like email, online chat, and the telephone.  In order to be good at either role similar skills are required; you are an active listener and you can increase customer satisfaction. 

 

Customer service is letting the customer know you have something for them, instead of a customer telling you they need something from you. It’s the advice that a business can offer a customer once a purchase has been made.  Customer service is all about being proactive, whereas customer support is reactive when your customer tells you they have a problem.  

 

A lot of customer service is coming alongside the customer and talking through the situation. It can also be used as a sales tactic to help up-sell products and customer service people can sometimes be the first part of a sales funnel and a huge asset to the business. 

 

Technical resolution

 

As we’ve mentioned before, customer support is a more technical resolution of the problem. Techopedia describes customer support as “service efforts from technology vendors and providers that focus on helping customers to use the products and services correctly, efficiently and effectively.” 

 

It’s not always about problem resolution, customer support can be about helping someone to understand a product. For example, a customer support person could provide a demo of a service or product to a potential client, but wouldn’t deal with the after-sales and sweet-talking process. 

 

At Bray, the team work alongside the clients teams ensuring their customers needs are met. If you’re looking to scale and want a team that knows the ins and outs of customer service for all sized businesses, we’re a great place to start.

Contact Bray Solutions today: +44 (0)1780 784875 or email us: sales@braysolutions.com

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Bray Solutions

Lakeview Office Suite, Kings Cliffe Road, Wansford, Peterborough, PE8 6PB

Phone: +44 (0)1780 784875
Email: sales@braysolutions.com

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