What is customer support?
Customer support definition: Customer support refers to the assistance and guidance provided to customers before, during, and after the purchase of a product or service. Its purpose is to address any issues or concerns the customer may have, and ensure their satisfaction with the company's offerings.
The history of customer support can be traced back toe th early 20th century, when businesses began to recognize the importance of addressing customer concerns and providing high-quality service. In the years that followed, customer support evolved as new technologies and communication channels emerged.
One key development was the creation of call centers in the 1960s, which allowed businesses to centralize their customer support operations and provide assistance over the phone. In the 1990s and 2000s, the widespread adoption of the internet led to the rise of online customer support, including email, live chat, and social media.
The customer support industry growth
Today, customer support continues to evolve with the introduction of new technologies such as artificial intelligence and chatbots. However, the underlying principles of customer support remain the same: providing excellent service and support to ensure customer satisfaction and loyalty.
The difference between Customer Support and Customer Success
Customer Support
Customer support is all about being there for your customers when they have questions, problems or issues with your product or service.
It's usually reactive, meaning that the support team responds to customer inquiries as they come in, and tries to resolve any issues as quickly and effectively as possible.
The goal of customer support is to help customers use your product or service to the best of their abilities and resolve any problems they encounter along the way.
Customer Success
It's all about unlocking the full potential of your product or service, ensuring your customers achieve their goals and experience the maximum benefits.
To do that, you need to possess an empathetic understanding of their needs and provide them with the resources and guidance they need to be successful. This involves working closely with your customers to unearth areas where you can help them improve and achieve their desired outcomes.
Your customer success team will be a supportive partner every step of the way, deftly navigating your customers through any challenges they might encounter and guiding them confidently towards the path to success.
Example of Customer Support
Let's say you're using a productivity software program to manage your daily tasks, and you run into an issue that's preventing you from completing your work. You reach out to the software company's customer support team and are immediately connected with a knowledgeable and friendly representative.
The customer support representative listens attentively as you describe the issue you're experiencing, asking follow-up questions to gain a better understanding of the problem.
They then provide clear and concise instructions on how to troubleshoot the issue, offering tips and tricks to make the process easier.
If the issue requires more in-depth support, the customer support representative may offer to connect you with a specialist or schedule a remote support session to help you resolve the problem.
Throughout the entire interaction, the representative remains positive and empathetic, working tirelessly to ensure that you're satisfied with the outcome.
