Customer service vs. customer support: Differences and tips

Understanding the nuances between customer service and customer support is an essential aspect of any business aiming to elevate its customer engagement levels. The function, purpose, and method of implementation of customer service and customer support may overlap but have distinct differences.

In this article, we will discuss these contrasts and delve into their respective importance in modern businesses. Further, we will highlight the common ground between customer support and service, providing 6 invaluable tips to improve both these vital business components. Lastly, we will convert these theoretical concepts into practical understanding by sharing 3 real-world examples.

Let’s embark on this journey, uncovering the various aspects of business-customer interactions.

It’s about enhancing customer satisfaction, dealing with their needs, and ensuring a positive overall experience. The end goal is loyal customers and brand advocates crucial to the growth of any business:

On the other hand, customer support primarily deals with specific technical or product-related issues customers face. It’s a subset of customer service and focuses on resolving product-specific problems, usually through troubleshooting.

For example, when your smartphone isn’t working, you’d contact the company’s customer support to solve the issue.

While both contribute to customer retention and satisfaction, customer service teams aim to provide an excellent overall customer experience, and customer support agents focus on resolving specific product-related issues.

Main differences: customer support vs. customer service

Let’s dive into the key differences between the two to shed more light on their real-life applications.

	Customer support	Customer service
Definition	It is a subset of customer service that focuses on helping customers use products or services correctly, usually providing technical assistance.	t is a broad term that covers all interactions companies have with customers, including providing assistance, sharing information, or managing complaints.
Scope	Narrow. It mainly revolves around aiding customers with the products or services they have purchased.	Broader. It encompasses all touchpoints where a business interacts with customers.
Purpose	It resolves specific issues relating to a product or service.	It enhances overall customer experience, builds long-term customer relationships, and ensures customer satisfaction.
Skills required	Technical knowledge about the product or service, problem-solving skills, patience, and excellent communication skills.	Ability to communicate effectively, soft skills, such as empathy, patience, problem-solving skills, and deep knowledge about the company’s products or services.
Methods of communication	Often done via channels like email, live chat, phone calls, social media, or self-service portals.	Usually conducted through various channels such as face-to-face, over the phone, through email, live chat, social media, and many more.
Impact	Direct impact on usability and functionality of a product or service.	Direct impact on overall positive experience, customer loyalty, and business growth.

Why are customer service and support important?

An overwhelming 90% of consumers have expressed willingness to increase their spending when businesses offer a customized service experience. This emphasizes the significance of customer support and service in every business model.

Let’s further examine the most significant reasons why customer service and support are pivotal for your business’ success:

Similarities between customer support and customer service

While we discussed the differences between the two, there are some similarities worth mentioning. Their primary similarity lies in their inherent goal of ensuring customer satisfaction. This shared objective is promoting positive interactions and enhancing consumer loyalty. Both fields strive to resolve any issues or concerns the customer might have, while also aiming to perfect the customer relationship experience.

Customer support and customer service teams possess excellent problem-solving skills to ensure that customer queries, difficulties, or dissatisfaction are handled adeptly and effectively. Be it a product-related issue, which typically falls under customer support, or a service-related issue, often addressed by customer service agents, both roles require the ability to quickly diagnose problems and come up with solutions.

Another commonality between customer support and service is their use of technology to execute their tasks. Nowadays, both customer support and customer service departments largely rely on digital methods for interacting with customers, including email, online live chat, social media, and support software. This use of technology not only enhances communication efficiency and speed, but also enables the tracking, reporting, and management of customer interactions.

Finally, both customer service and customer support representatives focus on building and maintaining long-term customer relationships. They follow up on previous issues to ensure they have been resolved to the client’s satisfaction and continuously interact and engage with the customer base to learn about and cater to evolving customer expectations and preferences.

3 real-life examples of customer service and customer support

Let’s look at real-life scenarios that clearly illustrate the difference between the two concepts.

1. Service vs. support at a supermarket

2. Service vs. support at a restaurant

3. Service vs. support in a retail setting

6 tips on how to provide the best customer service and customer support

To create positive customer experiences, here are 6 simple strategies you can follow.

Aim for personalized service

Each customer is unique and so are their inquiries or issues. Sensitize your team to treat each communication personally. Your clients will appreciate the tailored solution, and it will make them feel valued.

Prioritize short response time

When a customer reaches out to your business, they should not have to wait for extended amounts of time to get a response. Quick and efficient responses show respect for their time and value their queries.

Use active listening

The most critical element of providing outstanding customer service is listening. Pay close attention to the concerns or inquiries of your customers. Understand their needs and frustrations empathetically. Never interrupt and let them share their full perspective.

Be knowledgeable

Ensure your customer support teams have broad knowledge about your product or service. This will enable them to provide clear and accurate answers to customer inquiries or to solve their problems effectively. Customers appreciate quick and helpful assistance.

Follow up

Even after an issue is resolved, make sure to follow up with the customers. You can ask them if they were satisfied with the service or need further assistance. This can enhance a customer’s experience exponentially.

Empower your team

Provide your customer support team with excellent product/service knowledge and provide training sessions for customer service best practices. Also, allow them certain liberties to go the extra mile for customers when necessary.

Conclusion

Understanding the intricate differences between customer support and service is crucial in devising effective strategies that not only address customer questions, but foster longer-term customer relationships.

While customer service encompasses all interactions businesses have with customers, customer support is a focus area that primarily resolves product or service-related issues. Nevertheless, both are essential components in creating a remarkable customer experience and journey.

If your business aims to boost its customer service and support levels, why not give LiveAgent a try? We offer a 30-day free trial for you to explore and experience the benefits of streamlined, quality customer interactions. Elevate your customer relationships with LiveAgent today.