Customer Support vs Customer Service: What’s the Difference?

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Customer support and customer service are frequently used interchangeably in customer interactions. However, they have different functions and distinct impacts on the overall customer experience. In this article, we will take a closer look at the definition of both and explore what can help deliver the best possible experience in every customer interaction with time metrics. We will also use the Time Metrics Tracker add-on as an example of a time tracking add-on in Jira.

What is Customer Support?

Customer support is technical assistance provided by a company to help customers when using products or services. The main goal is to resolve specific issues and ensure users can effectively use the product.

Key aspects:

• Technical support for users.
• Problem-solving for specific issues or malfunctions.
• Assistance with product functionality.
• Primarily a reactive function—responds to customer requests.

What is Customer Service?

Customer service encompasses a broader range of customer interactions, including support before and after a sale, as well as assistance in using the product. It focuses on creating a seamless and satisfying experience for the customer at every stage of their journey.

Key aspects:

• Focuses on overall customer experience.
• Handles a wide range of queries, not just technical ones.
• Often proactive—aims to improve customer satisfaction even before issues arise.

Differences between Customer Support and Customer Service

1. Objective:
   • Customer support: Resolving technical issues.
   • Customer service: Providing general customer assistance throughout the experience.
2. Nature:
   • Customer support: Reactive—help is provided in response to a request.
   • Customer service: Proactive—aims to enhance customer satisfaction in any situation.
3. Scope:
   • Customer support: Narrow focus on product or service issues.
   • Customer service: Broad support—from purchase to post-sale care.
4. Channels:
   • Customer support: Technical help via phone, chat, or email.
   • Customer service: May include additional channels such as social media, in-person consultations.

Why Both Customer Support and Customer Service Need to Track Metrics

For both customer support and customer service, tracking metrics is essential to improve efficiency, identify issues early, and enhance customer satisfaction. Without tracking key performance indicators (KPIs), it becomes difficult to gauge how effectively your teams are responding to customer needs and where improvements can be made.

Key Metrics to Track for Customer Support

Customer support teams focus on resolving technical issues quickly and efficiently. The following metrics help ensure that support teams meet response goals and maintain service quality:

1. Lead Time:

• • Tracks the total time from when a support ticket is created to when it is fully resolved.
  • Why track it? This metric helps identify how quickly support teams can move from issue identification to resolution, which is critical for minimizing customer frustration.

2. Time in Progress:

• • Monitors how long a task or issue remains in an active state, where a support agent is working on it.
  • Why track it? It reveals the efficiency of issue handling and whether any issues are stalling unnecessarily.

3. First Response Time:

• • Measures how quickly a support agent responds to an initial customer inquiry.
  • Why track it? Customers expect quick acknowledgment, especially when they have a problem that disrupts their work.

4. Resolution Time:

• • Tracks the total time taken to fully resolve an issue.
  • Why track it? It helps in understanding how efficiently the support team is handling customer issues.

Key Metrics to Track for Customer Service

Customer service teams focus more on long-term relationships and overall customer satisfaction. The following metrics help measure the quality of customer interactions and the success of the service team:

1. Customer Satisfaction Score (CSAT):

• • Tracks how satisfied customers are with their interactions and experiences.
  • Why track it? It provides direct feedback from customers about their experience with the service team.

Here is article with explanation on how to track CSAT effectively: Boosting Customer Satisfaction (CSAT)

2. Time in Progress

• • Tracks how long a customer request remains in the active "In Progress" state before being resolved.
  • Why track it? Understanding Time in Progress allows teams to measure efficiency and ensure that requests are being actively worked on without unnecessary delays.

3. Average Handle Time (AHT):

• • Measures the average time spent handling a customer inquiry or issue.
  • Why track it? For customer service, it’s important to balance speed with providing a quality experience.

4. Time Waiting for Customer:

• • Monitors the time a request or issue spends waiting for a customer response, such as when the service team is waiting for additional information or confirmation from the customer.
  • Why track it? This metric helps balance the customer service team's response times with the customer’s engagement, ensuring transparency and accountability from both sides.

Takeaway

Both customer support and customer service play vital roles in delivering a seamless customer experience, but their focuses are different. While customer support aims at resolving technical issues efficiently, customer service is about creating lasting relationships and ensuring overall satisfaction. Tracking the right metrics is crucial for both teams to measure their performance, identify areas for improvement, and ultimately enhance the customer journey.