Customer support and customer service: the two go hand in hand!
I wanted to talk to you about support and service so that everyone understands the challenges that play out on a daily basis for the company and for the customer when these are not sufficiently integrated or taken into account in a marketing strategy. And above all, do not confuse the two, because support and home service each have their own function and are complementary within an organization. We have all experienced (positive or negative) one or the other in our lifetime as consumers, especially with the advent of online commerce. How is customer service, or customer service, different from customer support? Customer service refers to a general concept of customer management, in order to respond to requests for information before, during, and after a purchase. Support is more commonly referred to as “assistance”, it groups together all response actions to help for the use of a product or service. Its role is therefore to intervene after the purchase. All customer service activities...
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