Not every team defines customer support and customer service the same way.
Involves technical problem solving, troubleshooting, and finding new solutions and answers Positions are most often available in SaaS and ecommerce companiesĬonnects customers to existing answers and solutions Positions are available in every industry that serves customers - e.g., retail, fast food, banking, hospitality, etc. In addition to transactional metrics, also looks at business-related metrics like net promoter score, customer effort score, and churn Tends to measure transactional metrics like CSAT, average handle time, and first contact resolution Many different growth opportunities in addition to management.įocuses on efficient, helpful customer transactionsįocuses on improving the intersection between customer experience and the product Generally an entry-level job, with little career growth available except in management positions customer supportīoth customer service and customer support are focused on the customer, but they approach providing help from different perspectives.
A detailed breakdown of customer service vs. Learn what modern customer support is and discover 8 essential tips for delivering great support. They have a seat at the table where decisions involving the product are made.Ĭompared to customer service teams, support teams are generally more involved with the end-to-end customer experience. Customer support also includes writing knowledge base documentation, providing product feedback, and conducting usability studies.Ĭustomer support teams are often closely integrated with product teams. Starts a conversation about improving sharingįollows up with the customer about their experience.Ī customer support agent's role is more about improving the customer experience than interacting transactionally with the customer.Ĭustomer support professionals use customer service skills, but that’s only one part of their job. Immediately links the customer to documentation they wrote and walks them through the appropriate stepsĬategorizes the conversation to help give feedback to the product team about the share function It’s transactional.īy comparison, consider a customer who emails Dropbox about an issue they have sharing a file with colleagues.
The customer has everything they want, but there’s no other feedback or information that goes into the experience. They might try to upsell by suggesting a sweater that looks nice with the shirt. A customer service rep could help locate the T-shirt, ring the customer up, and pack up the shirt for them. The difference between customer service and customer support is that customer support teams support a product, while customer service teams provide service to a customer.Ĭonsider a customer who walks into a retail store looking for a size medium blue T-shirt.
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