Customer support vs Customer service
While customer service and support may sound like the same thing, there are some noteworthy differences.
Customer support to the rescue
Customer support offers a resolution to the query raised by the customer. The responsibilities of a customer support agent include understanding and troubleshooting problems, providing an effective solution within the SLA, closing the request loop with any supporting comments, or following up to ensure the customer’s needs were catered to.
Customer service for the long haul
A customer service representative is responsible for serving the customers at every point of the customer lifecycle. A customer service rep interacts proactively with the customer to help them get more value out of the products or services and ensure customer satisfaction. They make use of their interpersonal skill sets and technical expertise, to address customer concerns, improve their overall experience of the product or service and maintain customer loyalty.
Customer support is an integral part of customer service. While customer support may be extended to a customer to address their concern over a stipulated time period, customer service walks every step of the way with the customer, to assist and to serve the customer.