Glossary • Customer Service
What it means:
Customer Service is provided through a variety of channels, and is very similar to Customer Support. Your Customer Service efforts ensure that customers receive an answer and solution to any problems that may arise when using your company’s products or services. Where Customer Support offers ongoing solutions, Customer Service is a point of contact for any ad-hoc requests your customers may have.
According to research, 70% of the customer’s journey is dictated by how the customer feels they are being treated, so investing in high quality Customer Service is a key function of any company, and its success trickles down to every other area of the business.
“Customer service shouldn’t just be a department, it should be the entire company.”
– Tony Hsieh, CEO of Zappos