What is the difference between 'customer service' and 'customer support'?

The distinction between customer service and customer support is indeed captured well by identifying customer service as a broader concept that encompasses a wide range of interactions and services aimed at enhancing the overall customer experience. Customer service includes engaging with customers not only to assist with their inquiries and solve problems but also to foster relationships and ensure satisfaction throughout the entire customer journey. This might involve answering questions, providing information about products and services, handling complaints, and delivering a positive experience.

On the other hand, customer support is specifically focused on addressing technical issues and providing assistance related to the use of a product or service. This typically involves helping customers troubleshoot problems, answering technical questions, or guiding users through specific functionalities. While customer support is certainly a critical aspect of customer service, it operates within a narrower scope, primarily relating to the technical and functional side of customer interactions.

Understanding this difference is crucial for businesses to develop efficient strategies for managing customer interactions and ensuring that both customer service and support functions are adequately trained and equipped to meet customer needs.