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.
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: firstname.lastname@example.org
Environmental packaging is becoming just as important as efficient warehouse packaging. Click to find out more on our warehouse blog.
3pl services include warehouse tasks such as picking and packing, inventory forecasting, order fulfilment, packaging, transportation and freight forwarding.
Last week, the team at Bray Solutions visited the UK’s largest event for logistics and supply chain professional, IMHX 2019. Click to find out more.
In this newly e-commerce focused world, customers expect it all. Without a clear refund policy in place, your buyers are less likely to trust your brand.
How valuable is your time? Utilising a third party logistics supplier for your pick and pack fulfilment allows you to focus on your core business goals.
Choosing the right outsourced fulfilment partner to take control of all your fulfilment needs is important and can’t go ignored.
Warehouse scalability is the allowance of a process or system to keep track of work in the warehouse, thus providing the ability to accommodate warehouse growth.
As a retail business in 2019, wondering how to go paperless is the next step on the agenda.
There are a number of benefits of going paperless. Are you wondering how to go paperless? It isn’t as time-consuming as it might seem.
Warehouse mobility solutions can provide peace of mind in relationships between management and warehouse employees.
Communication can sometimes prove difficult between management teams and their staff in a warehouse when they are not working in the same specific environment. This could cause a decline in employee productivity.
Retail spending in the eCommerce sector is soaring. Since 2007, eCommerce has constantly been on the rise around the world. From approximately $30 billion in 2007, it reached a high of just under $100 billion by Q4 in 2017.