Difference between customers experiences and customers service
The terms “customer experience” and “customer service” are often used interchangeably because they are sometimes confused, even if they are not the same thing, but they are related.
That’s why it is very important to knowthe difference between these two terms.
The diagram above shows us the difference between the two terms: customer experience and customer service.
As you can see above, customer service represents just a small part of customer experience, just one piece of the customer experience puzzle.
As well, from the same diagram we can see that customer experience is a wider concept that includes customer service, but also other concepts besides.
Customer service means the assistance, the quality of attention and care and also the advices that the customer receives when he needs from that company from which he bought the product or the service.
Customer service is provided by the agents, who are often the only human voice that costumers hear, through the following ways:
– Customer interactions with staff (face to face);
– Via service-based tools (such as website support pages);
– Customer service chatbots.
Customer service is often dealing with complaints that arise after the customer’s purchasing of the product or the service when a malfunction occurs or something is wrong with it.
Customer service is one important component of customer experience, that’s why a good customer service is vital for the company’s overall customer experience.
Below, you can see what a specialist in this field thinks about customer service.
“Customer service is what happens when the experience breaks down. So if we get everything right, if we have executed the experience flawlessly, or if we’ve done a great job with designing and executing on the experience, then we don’t need customer service. Because there’s not an issue with the product. The billing is accurate, it’s thorough.”
(Annette Franz, founder and CEO of CX Journey)
So, customer service is very important when there are issues with the products and services purchased, but the quality of the products and services is much more important because when there are no issues, customers are happy and they return to the same company or brand to buy more products and services.
Regarding the difference between customer service and customer experience, it is important to know that customer service is one factor from the customer journey, while customer experience represents the sum of all interactions from the entire customer journey that the customer has with the company or the brand.
But both customer experience and customer service are two very important pieces for the success of a company or a brand.
