Customer Service

Customer Service vs Customer Experience. Which to choose?

Due to customer service’s effect on repeat business, customer service teams in modern firms have evolved into brand ambassadors and problem solvers. Customer service is the crucial point at which you could quickly lose clients for good or where you can cultivate enduring loyalty.

Since 75% of customers who leave a brand claim they did so because of unsatisfactory customer service, the importance of outstanding customer service on customer retention cannot be overstated.

Consequently, delivering a fantastic client experience depends on excellent customer service (CX). Therefore, customer service and customer experience (CX) are related procedures to enhance customer happiness. 

What Is Customer Service?

Because it deals directly with customers and solves problems, customer service is the foundation of customer pleasure.

Customer care teams interact with customers who are unhappy with a product and those who are having trouble making the most of one at critical moments in the customer journey.

Now the question arises how can your customer service staff be best equipped to offer the finest support? Fortunately, you can now equip your dedicated support teams with solutions for automated client assistance. 

These three methods will help you improve your customer service to the next level.

1. Tag, route, and prioritize support tickets using AI

We’ve all experienced being on hold for hours only to be informed that nothing could be done. Customers demand precise, practical, and immediate support whether they are dissatisfied with or experiencing problems with a product.

Automation ticket labelling and routing through AI solutions can result in faster and more effective customer service.

The AI examines your tickets for patterns, such as the keywords customers use most frequently in connection with particular product features, and to tabulate the sentiment behind these customer statements about your products (so that you can measure precisely how they feel about each feature individually). The AI then presents its findings to your team.

2. Recognize consumer pain points

Beyond merely wait times, several factors also contribute to disgruntled customers. For example, they can experience difficulties using your checkout, setting up your software, or simply locating your customer service phone numbers.

Limiting customer pain points is the practice of identifying and delivering the appropriate solutions for all of these issues. 

You can use the same techniques for company-wide CMX within the microcosm of customer service: hear the customers’ voices, look into their feedback, and alleviate their problems.

3. Customize customer service

While great businesses make their customers care about them, good companies genuinely care about their customers.

High levels of customer satisfaction are the key to gaining repeat business and giving customers the impression that they are valued and listened to is the fastest way to do this.

Prioritize hearing what we refer to as the voice of the customer to achieve this (VOC). After that, you can turn what your consumers say to you into helpful information using specialist AI text analysis services. 

With a deeper grasp of client data, you may group consumers into cohorts according to their requirements and preferences. This will enable you to offer better, more individualized service.

Also, you can use your enhanced feedback to use people’s names to build a more personal link between your brand and your customers and keep refining that elusive perfect brand voice.

What Is Customer Experience (CX)?

Customer experience refers to how clients view your brand based on all of their dealings with you. In essence, customer service is a significant subcategory of customer experience.

Customer service would be the engine of the “customer experience” if it were a single vehicle, but the rest of the vehicle would need to support the engine to function.

Your loyalty programme is your set of wheels; your sales staff is your set of brakes; your PR is your paint job, and so on.

The three main components for creating a customer experience strategy are discovery, engagement and delivery.

Let’s go through three essential tips to start updating your CX strategy:

1. Knowledge of metrics

The modern business can use a variety of indicators to understand better where its CX sits and where it can be enhanced.

You can analyze client happiness through many lenses, thanks to these customer surveys. 

The two most common “happy measurements” are NPS and CSAT scores; each has advantages and disadvantages.

Whichever surveys you decide to use, your objective will be to examine the results and find ways to relieve customer pain points.

However, one strategy will transform your metric analysis and significantly lessen pain points everywhere: You can obtain richer, more insightful data by including open-ended questions in your surveys and using open-ended survey analysis. Additionally, text analysis AI enables you to analyze text-based input more effectively, helping you better understand your customers.

2. Obtain client feedback

It can be awkward to ask for something for nothing, but getting feedback from customers throughout their contact with your business is priceless. A successful customer feedback strategy necessitates a proactive approach; you’ll need to take the initiative. A cutting-edge feedback strategy that works engages people both passively and actively. 

You should follow up with customers after every sales and customer service transaction, but wait until they demonstrate that their issue has been resolved before doing so. 

3. Encompassing voice of the customer listening

This brings us closer to our ultimate objective: to showcase a cohesive brand that prioritizes customer feedback. A corporate listening strategy is a voice of the customer (VoC) programme. Success in VoC in 2022 and beyond depends on maintaining a cutting-edge programme that offers practical brand language and best practices for customer contact across your departments.

As a result, thoroughly assessing your VoC results is essential to further refining and optimizing your programme. This is a never-ending listening cycle, but it has obvious advantages for your customers.

Bringing Customer Experience and Customer Service Together

We now own a functional vehicle as a result of emphasizing the value of our engine as a component of the more significant automobile (customer experience) and highlighting the function of the car’s framework (customer experience).

A satisfied client who is likely to use your service again and potentially even recommend it to others has enormous value. 

For customer service and customer experience to work together effectively, you must ensure that your customer service personnel are content, well-equipped, and aware of your brand. 

Customer service AI can benefit both sides of your organization by discovering strategic teams’ pain points and providing your human staff with tools to streamline their tasks by automating the tedious tasks (data archiving, timestamping etc.).

Your service professionals will have more time to engage with customers and serve as better brand ambassadors.

The Bottom Line

Customer service is the most crucial component of the customer experience, essential for sustaining sales and brand expansion. As a result, its staff must possess some of the best equipment in your business.

Although customer experience and service are different concepts, they work hand in hand in building brand loyalty. Delivering excellent customer service along with seamless customer experiences, but don’t stress—there are tools, such as our customer experience software, to help you oversee both your service and CX.

Your first step to retooling and getting off to a solid start on the road to a more delighted, loyal client base might be intelligent automation for your customer experience processes and customer service.