Customer Service vs. Customer Experience

November 23rd, 2020 A Personal Answering Service

No matter what industry you’re in, two things are vital to your business: customer service and customer experience. While people often confuse the two, believing they’re one and the same, these are actually two different concepts.


What is Customer Service?

Customer service is the most well-known of the two. It is usually what we think of when we imagine customer and business interactions. However, it’s a bit more nuanced than that.

Customer service is what you do to help a customer. It refers to the actual services, assistance, and advice you provide to help a customer in their time of need.

Say, for example, that a customer calls you with a question regarding how to use your product. Your answer to that question is customer service. It requires you (or any employee) to have a certain set of knowledge and expertise to provide the appropriate level of assistance.

What is Customer Experience?

While customer service is more well-known, it is actually a subset of customer experience, or CX.

Customer experience is how you help a customer. It refers to the customer’s journey through the organization, from the first phone call all the way to a sale.

Customer experience can include more than just person-to-person interaction. It is the entire experience a customer has with your company. This includes:

  • Technology: Your website, mobile app, product, etc.
  • Design: Your marketing, branding, etc.
  • Customer Service: Person-to-person interaction

Take the same example from before. When a customer calls you with a question, their experience entails everything from looking up your phone number to you finally resolving their problem.

Customer service and customer experience are two things that can make or break your company. An important part in both is having a friendly and qualified answering service. At A Personal Answer Service, we can help. Just give us a call today to get started!

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