Across this blog, and across the internet, people write about customer support, customer service, and customer success. While these various customer-facing disciplines may sound switchable, they’re not — but they are obviously connected. Each statement stands for a unique way of working with customers that, when joined together, can produce a remarkable experience for the customer that will lead to a greater customer lifetime value and customer loyalty, they all depend on how one maintains a customer relationship management.
Customer Service vs. Customer Support vs. Customer Success: What’s the Difference?
These three subsets of the customer-facing world are different — but they exist on the same spectrum. We’ll start with the first area you should focus your team’s efforts on — customer support — and build up from there.
1. Customer Support
Customer support is attending to the needs of your customers’ when they say, “I have a problem.”
It’s about being available for customers, whatever they require assistance with, and whenever they require it. At its heart, customer support is transactional, and the communication is started and ended by the customer.
Customer support comes to play for the impending needs of customers. When people have challenges with your product or service, they call customer support to attend to their problem. Speed is paramount, and customers are expecting to solve their problems immediately. In fact, 67% of customer churn can be avoided if your support team can handle the problem during the first interaction.
2. Customer Service
Customer service is stating to a customer, “I have something for you” — instead of a customer stating, “I need something from you.”
You can see customer service in virtually any business. For instance, let’s state that HubSpot support didn’t go as expected and the login problem continues. While you are patient for the support rep to check your case well, you decide to visit HubSpot’s knowledge base to inquire yourself. There, you discovered resourceful self-service articles and FAQ pages listing potential troubleshooting steps.
Customer Service vs Customer Support
Customer service is the advice that business relates to its customers during or after purchase. Customer service, unlike customer support, is a proactive role performed by a business with the motive to solve immediate and long term needs of customers. Customer service is less transactional than customer support because the customer is surprised by this additional value or assistance.
3. Customer Success
Customer success is stating to a customer, “let’s be partners,” and proactively synergizing to achieve their long-term goals.
Customer success is actually doing something that a customer might have been unaware they needed or wanted, and it is initiated by the business. It involves anticipation. That’s why it’s necessary to formulate a customer journey map to get optimal opportunities for intervention.
Thanks to your customer success manager, you now have a long-term solution to your challenge.
Engaging with your customers is about being available for your customers when they require it, opening up several channels for your customers to reach out to you, and making available reactive customer support.
Guiding customers follows after you must have learned about them by relating with them when they purchase your product or service. It’s about proactively assisting customers in ways you know will help them with recommendations, education, and strategic advice.
Growth isn’t streamlined to just your customers — it’s about your business, also. Growing begins when you’ve been able to make available support and service to assist customers to be excited and derive value from your product or service. This stage provides a wide opportunity for businesses to grow alongside their customers by assisting existing customers to get more value, win their trust, and get them to begin promoting and reviewing you online to refer more customers.