Human handover: Seamlessly transfer chats to Live Agents
Co-browsing: Eliminate confusions
No-code: Build your chatbot effortlessly
Get Started for FreeNo credit card required
Customers matter to your business. They matter more than anything else. That’s why you take every possible measure to serve them well. You serve them well because you know good service can enhance their overall experience with your brand.
However, many support agents confuse “customer service” with, “customer experience” and most of them think both terms are the same. But there are some marked differences you should know.
While “customer service vs customer experience” is a hot topic in the industry, we should understand how both terms are part of the same fabric. After all, servicing customers well leads to an improved experience.
In this blog, we will explore customer service and experience in detail and also try to understand the differences and similarities.
Customer service is any assistance, help, and support provided by a business to its customers. It refers to any assistance offered before, during, and after a purchase. The ambit of customer service is vast and can encompass a wide range of activities, starting from providing guidance, answering queries, offering advice, fixing issues related to orders, and more.
While activities may vary from industry to industry, the ultimate purpose of customer service everywhere is the same: make sure customers have a good experience with the brand. And when the service is good, it delights customers, turns them into brand loyalists, and helps establish a positive brand reputation.
Some key elements that make the foundation of successful customer service include –
Customer experience (CX) is the total of all the interactions a customer has with a company over a course of time. It includes virtually every aspect of a customer’s experience, including the kind of customer service received, the interactions with the products or services, or any other touchpoint in the journey. And the customer’s experience with a business will impact their decision to continue or not continue with the company.
Several key elements shape the customer experience, including –
Customer service is vital for businesses because it has a direct correlation with customer happiness and loyalty. When the level of service is good, a business can have more happy customers than ever before. 96% of customers accept that customer service is key to their choice of loyalty to a brand.
Customer service matters for more reasons than a business can anticipate, including –
Customer experience is key to the success of any business and investing in it can bring significant benefits to any organization. It has a direct impact on so many aspects such as satisfaction, loyalty, brand image, etc. that no business can ignore its virtues. 72% of customers will share a positive experience with six or more people.
Many reasons show why customer experience matters –
Customer service and customer experience are related in many ways yet distinct concepts. While service is a key part of offering a positive experience to customers, it’s just one part of the entire customer journey with a brand.
There are four key differences between customer service and customer experience, including –
Both customer service and customer experience are key to the growth and success of a business. While customer service is focused more on meeting customer needs, customer experience is a more holistic concept that includes the entire customer journey. Now when the business world is becoming competitive by the day, offering great customer experiences has become a major differentiator for businesses across industries. More importantly, customers now expect brands to make them feel valued and appreciated.
Both customer service and customer experience may be distinct but each has a unique role to play for customers. Situations may arise where customer service may hold more value than customer experience, and vice versa.
Take for example, If a customer faces any problem with a product or service, a business must focus on resolving that issue immediately through good customer service to win the confidence of the customer. However, offering a positive overall experience will become the need when a customer has no immediate issue yet want to feel good about the brand in some way.
The following examples will help you better understand the concept –
Example 1 – A customer orders a product online but is not happy with the quality of the product. Since the customer is not happy, he would ideally like the customer service team to resolve the issue and add to the experience. Here, only customer service can save the day for the business.
Example 2 – A customer is searching for a product and he finds many options in the category. Here, since the customer has different options and choices, his satisfaction level will depend less on the product or service and more on the overall experience that he receives with the brand.
Every business wants to create and deliver a seamless, positive experience for its customers. Doing this can help them win the trust of customers and boost brand loyalty. All this can become possible only when a business decides to integrate customer service and customer experience.
Here are some of the ways a business can integrate customer experience and customer service:
Meeting customer expectations and needs should always be a top priority for businesses as only this can open the window of opportunities for them.
At REVE Chat, we understand how customer service needs to keep pace with the changing times around and that’s why we bring the right tools and technology for the same.
We have a range of engagement tools that your business can leverage and redefine the way great experience is offered to customers.
With our AI-powered chatbots, your business can automate support, offer quick responses, and add value to the customer journey with your brand.
In addition, your business can benefit from our visual engagement tools such as and video chat, co-browsing software to personalize the help for customers.
In addition, live chat software can be combined with a chatbot to provide hybrid support and ensure value to customers at each step of the way.
Great customer service is often the foundation of ensuring amazing experiences for customers.
With customer engagement technology improving, there was never a better time than today to elevate the service experience for customers.
With REVE Chat, sign up and test some of the best customer engagement tools for your business.
Start a 14-day free trial, no credit card required
Stay updated with the latest trends and ideas we share
Do you know instant communication is key for offering excellent customer service and maintaining productivity and collaboration? That is why...
Your customers expect instant responses and seamless communication, yet many businesses struggle to meet the demands of real-time interaction. When...
Nowadays many businesses provide live chat to connect with their customers in real-time, and people are getting used to this...