The Customer Support Excellence Blog - Articles, Stories and Tips & Tricks

Customer Support and Customer Service: What’s the difference?

Does your business provide customer support or customer service? 

Prior to doing a little research, I freely interchanged the phrases “customer support” and “customer service.” I’ll confess: it’s not something that keeps me awake at night. While I found no official definitions (because I don’t consider Wikipedia official), does a good job of defining the two phrases. Take a look at how they distinguish between the two: 

Posted by Nancy Anderson on Mon, Aug 24, 2015 @ 05:30 PM
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Seniors and SaaS: The struggle is real

It’s common knowledge that many older Americans regularly turn to their grandchildren to solve the mysteries of the digital age. Youngsters are incredibly adept at working remote controls, setting up streaming services, or figuring out how to use mobile applications. The younger the child, the more it makes for a great story that gets shared on social media because, face it—many older people can relate and it’s a cute story. 

Posted by Nancy Anderson on Fri, Aug 21, 2015 @ 05:30 PM
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Support superstar qualities: passion and friendliness

Of the many qualities a customer service agent needs to be at the top of their game, two of the most important are passion and friendliness.

Posted by Nancy Anderson on Mon, Aug 17, 2015 @ 12:28 PM
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Don’t hang up yet on your phone support

Live Chat and self-help are the preferred methods of support for many people and certainly of Millennials. So why not just forego the whole customer phone support thing, anyway? After all, it’s expensive and resource-intensive; customer support agents can’t multitask when they’re on the phone and you wouldn’t want them to do that anyway. Perhaps Bob in Accounting would like to see you cut operating expenses and doing away with phone support would help the profit margins. What could it hurt, getting rid of the support number? 

Posted by Nancy Anderson on Fri, Aug 14, 2015 @ 05:30 PM
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When Customer Service Gets Personal

If there’s one thing I love about the boom of virtual service industries, it’s the emergence of services like Airbnb. I love being able to rent a room in somebody’s home instead of staying in a hotel room. To me, it just feels a lot more personal and it allows me to get a better feel for the city I’m visiting. Sometimes I want to see more than a row of chain hotels, accompanied by a row of chain restaurants. 

Posted by Nancy Anderson on Tue, Aug 11, 2015 @ 04:30 PM
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Protect your data by using security best practices

Security is a hot topic and rightfully so. It seems that every few weeks we hear about data breaches, whether from big box retail stores like Target and Barnes & Noble, or from online stores and even government entities. Meanwhile, cybersecurity experts continue to make advances in cryptography in hopes of staying ahead of hackers. 

Posted by Nancy Anderson on Fri, Aug 07, 2015 @ 06:30 PM
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