There is no doubt that Customer service and customer experience are both important pieces to an organization’s success. Customers usually consider the whole picture when thinking about offerings. so, these concepts are ways to care for and interact with customers, that represent how customers use a product and how they interact with the people supporting.
What is Customer Service?
it is customer support to increase customer satisfaction and loyalty by creating everlasting relationships with customers. it represents the assistance and advice provided to a customer for your product or service as needed during and after buying.
this requires your customer-facing team to possess a particular set of skills, including patients, product knowledge, and tenacity, so they can provide the answers and assistance a customer needs. It’s the human element in the customer journey and the voice your customer will recognize as representative of your organization.
The goal of customers service is to increase customer satisfaction, and it usually comes by answering questions. it could be helping a customer choose the right product before they make a purchase, it is giving assistance to customers on how to best use the product, troubleshooting any issues, and ensuring they had a great buying experience.
What is Customer Experience?
Customer Experience refers to the customer journey across the organization, that includes every interaction between the customer and the business. in fact, Customer Experience all the ways your business interacts with a customer, including and outside of traditional direct, customer-facing service.
According to McKinsey, companies focused on providing a superior experience across customer journeys realized a 10-15% increase in revenue and a 20% increase in customer satisfaction.
Customer experience includes three main components:
- Customers Services
This includes the points at which your customer interacts with your team; Customer Support, Customer Success, and self-service support.
how the product works and the interactivity points.
This is the brand touchpoint; marketing and the feelings your brand creates for your customer.
The difference between the two concepts
The key difference between them is that customer experience involves the whole customer journey, including customers service. customers service is focused on human interaction and directly supporting customers. but, customer experience is the sum of the entire customer journey with your business.
Customers service is limited to the interactions a customer has when seeking advice or assistance on a product or service. Understanding the customer experience, on the other hand, can involve analyzing data from non-customer-facing teams who contribute to a customer’s overall experience with a product or service.