What is the difference between customer service, customer care and customer support?
At first glance, customer service, customer care, and customer support may seem the same. You may even imagine that all three have the same meaning; But this view is wrong. Customer service and customer care functions are completely different and you should not treat them as the same thing. When you use customer service and customer care in your business, you can raise customer expectations.
Customers love to be in touch with them and solve their problems. Customer care how to build phone number list and customer support are different things but they have the same main goal and that goal is customer happiness.
Let’s explore the difference between customer service, customer care and customer support with definitions of each:
What is customer service?
Customer service is the advice or assistance that a company provides to its customers while interacting with the brand and is usually based on the customer’s needs.
In many cases, customer service comes after a purchase decision has been made. On the other hand, customer service representatives may help customers while shopping and influence their decision. Customer service is an important part of customer retention.
In addition, customer service can also be considered as part of the customer experience. in factCustomer experienceHighly impressed with customer service.
For example, the package is damaged during delivery, and then the customer calls the customer service center. At this moment, customer retention or customer loss may occur. By training your staff, being friendly, empathetic and listening to customers, you can provide good customer service.
Time is very valuable for customers. When customers experience a problem, they want to solve their problem quickly. by usingCRM softwareAs soon as a customer contacts your company, your reps will be able to quickly retrieve all of their past purchase activity, preferences, and anything else that can help them find a solution. by usingCRMCustomer service will no longer be complicated; You can also improve your customer service.
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Customer service is an important part of the sales process and is directly related to the customer experience. Customer service can be summarized as follows:
Directly related to the customer experience.
It is relevant to almost all areas of business.
It helps customers get more value from the product or service.
Customer service is a function that exists in almost every industry and company.
84% of organizations that make efforts to improve customer service report increased revenue.
What is customer care?
Care is one step ahead of customer service with the emotional connection it creates . Customer care is not used throughout the entire customer lifecycle; But it is a set of interactions.
It is the provision of professional, helpful and quality assistance before, during and after customer needs are met.
Customer care means complete customer care. You have to listen to the needs of the customers, answer their questions and provide the right solution. You can interpret this type of interaction as winning and retaining the customer. Customer care omnichannel helps not to is mostly support management, where responding to customer needs is essential. Maximize the value of your targeted customers and increase their loyalty by using customer care.
Examples of customer care
Trader Joe’s
A child had a difficult shopping experience at Trader Joe’s. She cried in the checkout line until three of the employees started dancing to give it some energy.
This is a good example of customer care. Employees did not have to leave their jobs to feed the baby. They could only apologize to their parents and smile. Instead, they put their work aside and focus on the well-being of a person, not a customer. That’s why customer care is more than just customer service.
Spotify
One of the best ways to strengthen the relationship is to personalize the service delivery experience. When your team provides a personalized crawler data response, customers are more likely to engage with your team. That’s because they feel like your business values them more.
Spotify does the same with its social media team. They created a dedicated Twitter account to answer customer questions and responded with creative solutions and personalized responses.
For example, one customer tweeted that he liked the Spotify app but still didn’t know how to use it. In response to this question, Spotify welcomed him with a special playlist for that person.
Spotify could have answered that user in just a simple tweet; But he tried to keep his customer happy and by taking care of the customer, he turned it into a loyal customer and someone who does viral marketing for their company.