Customer support VS Customer Success
|CUSTOMER SUPPORT||CUSTOMER SUCCESS|
|Customer support is reactive.||Customer success is proactive.|
|Customer support is transactional.||Customer success has no endpoint.|
|Customer support metrics measure the quality and speed of the help customers receive.||Customer success metrics focus on the downstream business impact of retaining customers.|
|Customer support is a more established discipline than customer success.||We don’t have a definitive method for how to do customer success right across industries yet.|
|The primary functions of customer support roles arewell-understood.||Customer success requires a variety of skills across different disciplines.|
|Customer support is understood as a necessary cost of doing business.||Customer success often has to prove its ROI among business leaders.|
The two are linked, but different disciplines — and they require different mindsets and playbooks to win.
Customer support is reacting to your customers’ issues and problems.
It’s about being there for customers, whenever they need it, whatever they need help with. At its core, customer support is transactional, and the interaction is begun and ended by the customer.
Supporting with an example – If you had trouble logging into your ADOHM account, you would call the helpline or support contact. Then you would describe the issue/problem that you have been facing agent who would take up various troubleshooting steps. If the support rep can solve your case, they’ll reach back out with an update. If not, they’ll continue working and keep giving you follow up via email once they find a solution.
Customer support focuses on and solves for immediate customer needs. When people have an issue with your product or service, they call customer support to fix their problem.
Customer success is having the foresight and treating your customers as partners to pro-actively achieve goals.
Customer success is an initiative that is taken by the brand and it’s doing something that a customer might not have realised they wanted or needed. It requires forethought. That’s why it’s essential to create a customer journey map to locate optimal opportunities for intervention.
It’s also about increasing value, for both the customer and the business, together. It might involve upselling or cross-selling by suggesting other products or services for customers that work with what they’ve already purchased. This way, your customer gets one step closer to achieving their goals while you reap the benefits of the purchase or upgrade.
Companies are more successful when they group customer support and customer success teams, instead of as functions or operations or sales teams.
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