You already know that customer service and customer experience are important, but how do you distinguish between the two?
The entire journey a customer takes with your brand, from awareness to purchase and beyond, is referred to as the customer experience. Customer service is a single event in the customer journey in which a customer contacts your team for assistance. Both are critical to your company’s success, and we’ll look at both customer service and Customer Experience Service.
What is Customer Service?
Customer service is the assistance given to customers both before and after they make a purchase (or sign up for a service) to ensure a positive experience with your company. If you are looking for Sales & Customer Acquisition Services in Dubai, go for Cegura Technologies.
Good customer service characteristics include:
Rapid response times
Customer feedback collection and analysis
Resources for self-service
Support via all channels
Customer Experience
The customer experience (CX) is the sum of everything your company does that influences a customer’s perception of your company.
The three main areas of customer experience are as follows:
Technology
This includes the product or service itself. This umbrella encompasses everything from how your product or service works to its unique selling proposition (what makes it better than your competitors) and is a critical aspect of the customer experience.
Design
It refers to the point of contact between a brand and a customer, including product design and marketing, as well as how the customer feels when interacting with your brand.
Customer Support
This includes all points at which customers interact with your team. Customer service encompasses both customer support and success. Although it may appear obvious, truly listening to customers is critical in providing an excellent experience.
Final thoughts
Ensuring that every stage of the customer journey delights the customer will mean the difference between rising above your competitors and falling behind them. Want to enhance your customer experience? Contact Cegura Technologies!
