Continuing with the differences between customer service and customer service, precisely this last concept is the next one that should be clear. Customer service is that service provided by brands to help solve any problem that the customer has when using their product or service. Arguably the contemporary name for “technical support . ” Although clientcentrism and omnichannel are the trends today , customer service is about problems, failures or complaints that require immediate solutions. Meeting the customer in the shortest time requires using more expeditious communication channels. Today, SaaS companies are the ones that use the service the most: customers come with technical problems that UK Phone Number Database List require advice or prompt solutions. Although manufacturers and sellers of any type of products could also have a customer service line, especially large brands and with varied offers. But not all brands need customer service, although they are willing to attend to complaints or queries. The truth is that not all companies have technical problems to solve after selling their products or services.
By definition, customer service has a reactive approach. You can be prepared for the arrival of customers, but you are not present before or during the purchase, only after and only in case of technical difficulties. Role of customer service agents Although customer service agents are also trained in communication and soft skills, the technical aspect is one of the main . They are familiar with everything related to the product or service, its operation, maintenance, steps, menus or controls. Their tools are manuals, troubleshooting guides and FAQ or Help Centers. This service helps collect information that will serve customer service to improve the User Experience with the brand and its products or services.
Differences between customer service and customer service With the concepts clarified and with examples that help to identify what each of these areas or approaches is about, it could be said that the differences between customer service and customer service are: The service is proactive, the attention is reactive; Customer service agents have holistic training, customer service agents specialize in the technical aspect; Customer service is part of the entire sales funnel, customer service is UK Phone List essentially part of “after sales.” Meeting points between customer service and customer service Beyond the differences between customer service and customer care, there are also similarities, which are in part what lead customers and some brands to get confused: They involve helping clients in some way, They share some communication channels (email, chat and / or telephone), They require communication skills.
similarities and differences between customer service and customer service Email Marketing is an important part of both approaches since Email is one of the most personalized and immediate communication channels. In customer service it is a differentiating factor to convert Leads , while in customer service it allows the brand to delight. Ultimately, both approaches strengthen the relationship between the customer and the brand , only that customer service is a part of customer service , which is responsible for solving problems with products or services and loyalty to existing customers. For its part, customer service builds the User Experience in any interaction with the brand. Knowing and differentiating these concepts is important when recognizing strengths and opportunities for improvement.