Customer Experience v/s Customer Service

'Customer Experience' and 'Customer Service' are often misunderstood or interchanged. Are they same? Are they related? We make it much easier for you to understand the difference.

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Customer Experience

vs

Customer Service

vs

Customer Experience

Customer Experience

Customer Experience focuses on the overall customer journey that involves all interaction between the customer and the organization. It reflects the actual impact organizations make on consumers, at each step of their journey.

The Defination

Customer Experience

Customer Service

Customer service refers to the help provided to customers both before and after they make a purchase. It focuses on communication and issue resolution in order to ensure that consumers get the best from their services.

Advantage and Disadvantages

CX starts with the potential customer in which Customer support and Customer Services are included. Entirely based on a customer's journey from pre-purchase to post-purchase.

CX communicates with customers several times and in a variety of ways and proactive. It reaches out to customer through various touchpoints.

Interactions

CS is limited solely to the service interaction, such as product knowledge and customer solutions. when addressed ,customer requires assistance with a purchase or an availed service.

It is a timely contact that customers participate in only when they have an issue

While focused on all the customer initiative activitiesCX is a broader term that encompasses a variety of touchpoints, some of which may or may not be service-related.

Spectrums

CS is reactive.It is often called when customers face some issue or any problems ,Hence CS should be included as an integral part of CX strategy.

CX includes three key components, that is, Customer Service, Technology, and Design, for initiating all customer-centric activities.

Components

Main components of CS includes skills like patience, product awareness, and perseverance assists customers in locating a product that meets their needs or at service issues.

CS is assessed using a Customer Satisfaction (CSAT) score, which is a method for determining how happy customers are with their experience.

Statistics

86%

of purchasers are willing to pay more for a great Customer Experience

67%

Customer Service is improving in general, according to people around the world.

49%

After a personalized Customer Experience of buyers make impulsive purchases

52%

Around the globe people agree that businesses should act on customer feedback.

88%

of businesses now emphasize Customer Experience as top in their contact centers

34%

Customer journey mapping is being used by businesses to improve Customer Service.

84%

of businesses who have improved their Customer Experience have seen a boost in revenue.

70%

of customers claim they have already decided to choose a business that provides excellent customer service.

Outcome

Outcomes

Customer Service and Customer Experience both are critical components for a company's performance.

It’s time to maintain a close eye on feedback from your customer service platforms and make improvements to your customer experience to boost customer loyalty, satisfaction, and engagement.

Customer Experience
Customer Experience
Customer Service
Defination
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Customer Experience

Customer Experience

(CX)

Customer Experience focuses on the overall customer journey that involves all interaction between the customer and the organization. It reflects the actual impact organizations make on consumers, at each step of their journey.

Customer Experience

Customer Service

(CS)

Customer service refers to the help provided to customers both before and after they make a purchase. It focuses on communication and issue resolution in order to ensure that consumers get the best from their services.

Advantages and Disadvantages
Customer Experience
Interaction

CX starts with the potential customer in which Customer support and Customer Services are included. Entirely based on a customer's journey from pre-purchase to post-purchase.

CX communicates with customers several times and in a variety of ways and proactive. It reaches out to customer through various touchpoints.

Spectrums

While focused on all the customer initiative activitiesCX is a broader term that encompasses a variety of touchpoints, some of which may or may not be service-related.

Components

CX includes three key components, that is, Customer Service, Technology, and Design, for initiating all customer-centric activities.

Customer Service
Interaction

CS is limited solely to the service interaction, such as product knowledge and customer solutions. when addressed ,customer requires assistance with a purchase or an availed service.

It is a timely contact that customers participate in only when they have an issue.

Spectrums

CS is reactive.It is often called when customers face some issue or any problems ,Hence CS should be included as an integral part of CX strategy.

Components

Main components of CS includes skills like patience, product awareness, and perseverance assists customers in locating a product that meets their needs or at service issues.

CS is assessed using a Customer Satisfaction (CSAT) score, which is a method for determining how happy customers are with their experience.

Statistics
Customer Experience
86%

of purchasers are willing to pay more for a great Customer Experience

49%

After a personalized Customer Experience of buyers make impulsive purchases

88%

of businesses now emphasize Customer Experience as top in their contact centers

84%

of businesses who have improved their Customer Experience have seen a boost in revenue.

Customer Service
67%

Customer Service is improving in general, according to people around the world.

52%

Around the globe people agree that businesses should act on customer feedback.

34%

Customer journey mapping is being used by businesses to improve Customer Service.

70%

of customers claim they have already decided to choose a business that provides excellent customer service.

Outcome

Outcomes

Customer Service and Customer Experience both are critical components for a company's performance.

It’s time to maintain a close eye on feedback from your customer service platforms and make improvements to your customer experience to boost customer loyalty, satisfaction, and engagement.

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The Importance

In a nutshell, Customer Experience and Customer Service are equally important in the Industry

Presently, it is important for Companies to achieve sales objectives and consumer satisfaction. Companies for the long run, must start investing in both, building outstanding Customer Experience and Customer Service.

Customer Service and Customer Experience has always been there. In the market, they have been running side by side embracing businesses, by providing their customers incredible services and a lifetime of experience.

How TECHVED makes a difference?

  • Speed
  • Consistency
  • Comfort
  • Friendliness
  • Human-Touch

In this digital era, we aim to cater best of our services always. By building real links and making technology feel more creative, we help companies build a better Customer Experience strategy.

Delivering digital solutions to global brands for over a decade

Have a look at businesses we have transformed with our innovative solutions

Multinational IT Company

Gained user insights to enhance their laptop ergonomics...

Research-Led Engineering | Customer Experience | Computer | Hardware & Software

A Global Mobility Solutions Company

Increased customer satisfaction ratio after a thorough research...

Research-Led Engineering | Customer Experience | Mobile | Telecommunication

We are here to help you

Browse through the most frequent questions

What is a good Customer Experience?

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A great Customer Experience is actually the positive impact your customer journey has on your customers. Customer experience management professionals and experts aim to create delightful experiences for customers across all touch-points of the brand. It is the entire customer satisfaction you give your customers when they interact with your brand. There are plenty of factors to determine how happy and content your customers are with the service or product you offer. You can contact us for complete insight on this.

The importance of a customer experience which not only meets but also exceed customer expectation is of utmost importance to organizations in this era. The answer to why customer experience matters is because everything in today’s world revolves around the customer. Every service or product knowledge is made with a customer-centric approach. The demand for customer relation management employees is on the rise which require human element. If the customer needs is fulfilled and they are happy with the business, their brand loyalty towards that business automatically rises, resulting in a positive impact for companies.

Customer service and customer experience meanings are very different from one another. While customer service skills refers to communication and solving problems to ensure that the customer gets the best out of their service. An excellent customer experience examples refers to the overall impression that representative leaves on their customers, across all brand touch points and interactivity points of the business at every stage of the customer journey. The service provider or the product provider conduct various surveys and researches to gather information from users, understand user perception and mindset, technology, reviews, metric dashboard, assistance etc. to get deep insight on how to improve customer experience and how they can give their benefits and enhance their CX metrics and customer support management.

Today it is important to know customer experience and a good Customer service part is when your end user is completely satisfied and have a good interaction with the overall services you provide. TECHVED is well known customer experience consulting agency and have set examples of customer service and customer experience. We evaluate engagement scores, self-service support options and have solutions for best customer experience automation. TECHVED understands the difference between what is more important customer service or customer experience and we analyze all the factors to create customer centric solutions that give your audience the best customer services . The concept of customer experience is considered to be good when the CX analyses have the highest net promoter ,positive customer reviews & feedback. It does require a lot of skills, human interaction, and work but the outcomes could be very beneficial for Customer Experience Strategy.

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