Differences Between Customer Service and Customer Support: Why Both Matter?
Customer service has customer support but customer support doesn’t have customer service. Confused? Well, let’s get it this way! Customer service includes processes that revamp the total experience of customers. However, customer support is a narrower term, to be precise, a sub-part of customer service. It only involves answering customer queries and assisting them with products and services.
Solving the Customer Service and Support Dilemma for Your Business
Suppose you started a new business that has absolutely no idea of retaining and developing its customer base. In fact, as a startup, you may even face a deficiency of resources, finance and technology. Now, if outsourcing is your only option, then which one to opt for, a customer service company or a customer support company?
As a budding business, if building customer trust and loyalty is your priority as you want to enhance the experiences of your customers with your brand, then you must go for a customer service company. A customer service company will perform duties like onboarding new customers to improve your customer base, recommending and promoting your products and services to them, handling customer billings and product deliveries as well as scrutinising customer reviews and adhering to feedback for the betterment of your brand. At times, a customer service company can even manage upselling for your brand. What’s more, customer service also involves customer support, so a customer service company will also include the handling of customer calls.
On the other hand, if your business is able to handle customer experience and satisfaction by itself and just needs advanced, expert and short-term support to manage customer inquiries and assist them regarding products and services, then you can go for a customer support company. A customer support company will specifically adhere to your customers’ queries regarding your brand and its products and services and also offer proactive guidance to them. The customer support company will function in real time and answer your customers via emails, live chats and voice calls.
With this, we hope the difference between customer service and support is clear to you. We will further discuss how a great customer service and support team functions and also assess why both are important for your business.
Functionalities of an Exceptional Customer Service and Support Team
Here, we will see what defines excellent customer service and support companies.
Proactive and Consistent
A great customer service company and a customer support company are always consistent with expert agents to handle calls. They will know how to interact with customers in a personalised tone. Customers’ expectations have risen and a study shows that around 71% of them prefer personalised interactions.
To make a proactive customer service as well as a support team, the use of a cloud telephony system is a great option that can enable agents to be active in flexible shifts on a 24*7 basis.
Answers Quickly
Nowadays, the customer’s time has to be valued. Customers demand quick responses when they call a customer service or support team. If the response time is longer, they tend to get frustrated. A good customer service and support team can function using AI-powered chatbots that can respond quickly to customer queries.
As per a survey, the percentage of customers who demand immediate responses to their queries has gone up to 90. When agents are not available, the smart chatbots can promptly function to respond to customer calls and their inquiries along with accurately resolving them. The use of AI-enabled chatbots will thus make handling customer calls effortless.
Efficiently Manages Customer Feedback
A reliable customer service and support team listens actively to the concerns of customers, takes them seriously and records them for future implementation. For this purpose, an effective customer relationship management (CRM) tool can be used. This will ensure the team’s efficiency in managing customer feedback. CRM software is essential as it can directly influence the quality of future calls with customers.
A Customer Service Company and a Customer Support Company, Both Matters for Your Brand!
In this part, we will analyse the reasons why both customer service and support are equally important for your brand.
Both Focus on Customer Satisfaction
The most important concern for every business is to satisfy their customers. Satisfied customers are not just retained but they can enhance your customer base by bringing in new ones via positive word-of-mouth. An efficient customer service company as well as a customer support company, both work with the focus of improving customer satisfaction for your business when you outsource to them.
It’s true that the former’s domain is vast when compared to the latter. However, they function in their own methods and have their unique service strategies for ensuring higher customer satisfaction levels for your brand.
Revamping Experience is as Important as Providing Assistance
Of course, customers’ queries and concerns need to be proactively addressed and for that, a customer support company can function efficiently. But what about their specific needs and preferences? Surely, to address those you will need a wider range of services that a customer service company can provide you with.
Kutumbh Konnect: A Service and Support Provider for the Ultimate Customer Experience!
If you want to revolutionise the customer experience for your brand, then go for Kutumbh Konnect, a specialised customer service and support provider. The firm’s all-in-one portfolio includes both customer service and support. It uses flexible cloud telephony integrated with advanced CRM software to effectively answer and record customer calls. Its expert agents are skilled in solving all sorts of queries, no matter how complex they may tend to be. These agents indulge in personalised communication to boost engagement levels. Kutumbh Konnect’s support also uses AI-powered chatbots to answer multilingual customers in a 24*7 service.
Apart from that, Kutumbh Konnect ensures an overall customer experience through predictive analytics technology with which it provides effective solutions to any future issues that customers may face. This outstanding service provider follows strict adherence to customer feedback and offers pre-sales and post-sales support along with order management facilities.
Kutumbh Konnect’s customer service and support package is cost-saving for growing businesses and if you run a small- or medium-scale company, then this provider for sure is an ideal outsourcing partner for you!