In the age of social media and online reviews, customer service has become a key aspect of any successful business. But what does this mean for customers? Are companies really putting their customers first when they talk about ‘improving customer experience’?
Let’s take a look at what these terms mean, how they’re different from each other, and why it matters so much to you as a consumer. You don’t have to look up ‘customer relationship management def’, just read on. We’ll explore the differences between customer service and customer experience and see what you can do to improve both using Greechat.
What is customer service?
Customer service is how a business interacts with its customers. The way you communicate with your customers, the way you treat them, and the way you respond to their needs and requests are all aspects of customer service.
What is customer experience?
Customer experience is the totality of your customer’s interactions with your brand. It includes their emotions, feelings and perceptions at each touchpoint of a customer journey map.
It’s more than just the service or product you provide; it’s about how they feel about your brand. When you make a customer feel good, they become loyal to you and will continue to purchase from you in the future.
Customer service vs. customer experience
Customer service is simply the process of providing assistance to customers, but customer experience is the sum of all interactions a customer has with your brand, whether it be your products and services, homepage, comment section, or a customer service inquiry. It is a holistic view of your brand that affects how they feel about your brand.
The quality of your product or service affects the customer experience in many ways, but so does every other part of your business – from how easy it is to communicate with you to how helpful and friendly staff are when you’re there in person.
Customer service is about resolving issues, whereas customer experience is about creating a positive impression in everything that happens before contact with support teams (or even before the purchase). For websites, this means investing in an easy-to-use interface and a well-trained chat agent team so they can focus on delighting customers instead of fixing problems as they arise.
Qualities of great customer service
Be courteous and respectful. The first step to providing excellent customer service is to treat your customers with respect. You should not be condescending, rude or dismissive when speaking with them.
Be patient and listen to your customer. While it’s important that you are respectful of their time as well, this doesn’t mean rushing through the conversation so that you can move on to the next person who sends a message. Instead, make sure that you really listen to what they are saying, asking questions where necessary in order for you both to understand each other better (e.g., ‘So what I’m hearing here is…’).
Be honest and trustworthy about any issues related directly back into your business (if there aren’t any, then say so!). If something went wrong during a transaction, then be upfront about it instead of trying to mask things under smoke screen excuses. We recommend using honesty over dishonesty because honesty builds trust among customers while dishonesty erodes trust between companies/individuals – making it harder for those same customers to come back again someday down the road when there might be legitimate problems that require addressing head-on rather than sweeping under the carpet.
The secret to improving customer experience
The secret to improving customer experience is understanding the difference between customer service and customer experience. Customer service is about solving problems for customers, whereas customer experience is about creating memorable moments that leave customers feeling valued.
It’s important to note that the best way to improve the overall customer experience is by keeping your employees happy. When they feel valued and appreciated at work, they are much more likely to deliver great service when interacting with customers in person or over the phone – and sometimes even when dealing directly with vendors on behalf of their employer!
Benefits of Live Chat
We’ve explored the differences between customer service and the customer experience in this article, but it’s important to remember that these two concepts are not mutually exclusive. In fact, one of the ways to improve your business’s customer experience is by providing excellent customer service. The qualities of great customer service and how they can help improve your brand reputation are just some examples.
Live chat services can help you improve your site’s customer experience, retain more customers, increase brand reputation and acquire more leads. We have a team of experts who will be able to assist with any live chat service needs that you may have.
For the same reason that a company’s sales will increase if an employee greets customers with ‘Hi, may I help you?’ when compared to a similar establishment where no one is on hand to assist customers, the same holds true for online shopping.
At Greechat, our live chat service helps deliver more sales for businesses, and it all starts with a simple hello.