Difference Between Customer Service And Customer Experience

Excellent Customer Service Is The No. 1 Job In Any Company! It Is The Personage Of The Brand And The Reason Consumers Come Back. Without The Customers, There Is No Company!

-Connie Edler

Customer experience and customer service are the building blocks of a business. Both the terms are different yet dependent and vital for each other. The term experience refers to a series of incidents or occurrences that drop an impact on a person and let one have a perception about something. An experience is evaluated when a person tries something, for instance, a product or service from a company, and has opinions about it. On the other hand, service is the act of assisting or performing a task for someone. It means to aid people, customers, or anyone with their work or serve them to accomplish something or reach the desired point of a task. An experience is the result of the service given to a person. One may have a viewpoint such as positive or negative based on the service provided to him or her. Therefore, it is imperative to know the difference between the two terms (Customer Experience and Customer Service) from the business panorama and acknowledge their significance.

Significance Of Customer Experience

Customer Experience is one of the pillars of a business because it helps to elevate growth. It provides a critical and optimistic analysis of the services or the products given or used by the customer. It acts as a magnet to attract other customers and helps the trusted customers stay loyal to the company. A Survey conducted in 2012 shows the importance of Customer Experience. The survey was the Ex-Im Bank Customer Experience Survey which depicts the following data:

The data in the above chart depicts that out of 500 customers, 88% were satisfied (in this range 5-somewhat satisfied, 6-satisfied, and 7-very satisfied) with the customer service and the remaining were dissatisfied.

This survey aimed to identify:

The usage of products and services by the customers,
The satisfaction of the customer with services,
To get feedback for improvements,
To know the overall customer experience and much more.

All these statistics helped the Ex-Im bank to improve their services more than before. The recommendations given by customers helped the bank as well. This survey also recognizes the importance of Customer Experience and Customer Service. This survey helped many companies to bring out improvisation on the whole.

Metrics To Measure Customer Experience

Some systems measure the satisfaction of the clients achieved by an experience with the company, its products, and services. The following are:

Approach customers in a customized manner: CSAT is an acronym for Customer Satisfaction. It is one of the parameters to measure the overall customer satisfaction score. For example: Asking the customer to rate your company’s online shopping service and after that calculating the score gives the final CSAT.
NPS (Net Promoter Score): Net Promoter Score is also a system that is used to measure the satisfaction of the customers but with a different methodology. For example: Asking the customer questions like ‘How likely are they to recommend your products and services to their friends and other people?’ and then calculating the final score based on this rating gives the final NPS.

Check out our blog (link) to know the whole information about these two systems, how these work, and how you can use them in your business.

Difference Between Customer Experience And Customer Service

CUSTOMER EXPERIENCE	CUSTOMER SERVICE
Customer Experience is a system.	It is a component of this system.
Customer Experience is active.	Customer Service is reactive.
Customer Experience is a relationship between a brand and a customer.	It is an effort to sustain the relationship between the two.

1.Customer Experience As A System Versus Customer Service As Its Component:

Customer Experience is the journey that starts with the company by using a product or service of the brand or with the very 1st interaction. The journey includes:

Knowing about the company,
Interacting with executives,
Using the products and services,
Getting assistance throughout the course and
Becoming a faithful customer.

Customer Service is a component of this journey. It can be in the form of:

Guiding the customer in the product choice,
Assisting them with their usage,
Solving queries and doubts and
Making relevant efforts to sustain the relationship.

In short, Customer Experience is a complete system; Customer Service is a fundamental unit of this system.

2.Customer Experience Is Active Whereas Customer Service Is Reactive:

Customer Experience includes an action or event that happens when a customer looks for assistance and gets the experience after the service provided to him or her. The initiative to ask for help (is the action) that the customer takes and the executive’s response to that action is Customer Service. For instance, a query raised by a customer is the action. The reaction towards that query is Customer Service. And this service decides the experience of the customer on the whole.

3.Customer Experience Is A Relationship But Customer Service Maintains That Association:

Customer Experience starts with a relationship between a customer and a brand initiated from the very 1st buy or communication till the end (as long as the client is happy). The intensity of the relationship affects the understanding of the client about the company. On the other hand, Customer Service is an ongoing action to maintain the association formed with the customer by serving him/her the best. It is only Customer Service that can change or impact customer thoughts about the brand. It has the potential to enlarge the circle of a brand.

Final Thoughts

“The Perception Of The Customer Is Your Reality.”

– (Kate Zabriskie, Business Training Works)

Despite all the disparities, a chain is seen between the three Customer Service, Customer Experience and perception. Customer Service Customer Experience Perception. These primary factors are accountable for the reputation of a business and its understanding by the client. All the three are reliant on each other. Therefore, to promote better customer insights there is a need to enhance Customer Service and overall Customer Experience.

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Check out our product and for more information book a demo call with our experts now or call +91 98456 33633

Date : 08/07/2021 | Author : Priyanka Nahar

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Lead Tracking Record, monitor, and analyze all interactions and data points associated with potential customers within Creysto
Lead Qualification Simplify lead qualification with scoring, automation, and segmentation for prioritizing high-potential leads.
Custom Fields In Creysto, you can add new fields as per your requirements. Customize the information you want to see inside CRM with custom modules, fields, and buttons.
Duplicate Blocking Prevent the duplicate leads or contact through web form from being created only based on the email address information, by turning on the email duplication check.
Manual Lead Assignment Assign leads to users individually, in bulk or auto-assign them using territories. By default, the user adding a lead is made the owner but you can always reassign the lead to a different user. You can view the Unassigned leads from the leads list view page and assign them to users too.
Role based access Role-based access control allows organizations to assign one or more roles to each user or assign permissions individually.
Level access A user is granted these privileges directly when the security role is assigned. Different levels have different access.
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BFSI Document verification API Integration Verification API Portal offers a comprehensive gateway that helps you seamlessly integrate a wide array of global risk & compliance APIs and tools.
Inbound and Outbound Calling and Auto dialer A sales dialer is an outbound calling system that allows you to add inbound calling functionality. So you can reach out to customers and prospects directly as well as receive inbound calls from leads.
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Sales Tracking Automatically assign leads to your field agents based on the pin codes that they oversee. Send them instant notifications or assign tasks to them to follow up with field sales crm.
Tasks and Follow-ups Keeping in touch with clients has never been easier. Set time-sensitive tasks and follow-up reminders next to any contact in your CRM and sort them by urgency.
Conversation Tracking With marketing automation, it’s easy to deliver tailored, targeted messages to your prospects at just the right moment, based on their behavior. Contact form completions, email sign-ups, and phone calls can be just as valuable for your business.
Sales Reporting Sales reporting is a valuable feature that gives you a complete overview of all the sales data your software has collected and tracked.
Sales Communication Sales communication encompasses the diverse methods through which sales representatives engage with customers and prospects within the platform. This encompasses activities such as email correspondence, phone calls, text messaging, and appointment scheduling.
Sales Notifications A type of alert or notification that is triggered when a specific sales-related event occurs, such as a new lead being generated, a deal being closed, or a sales target being met.
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Rule engine automation Rule engine automates complex processes, taking workflows that were manual and turning them into efficient, responsive systems. Setting rules puts goals into action within a business’s applications, turning them into decisions and outcomes.
Communication logs The communication logs contain information on the date, direction, communication format, errors etc. for each communication session.
One-on-one Emails One-to-one email marketing is a more personalized form of email marketing where you can mail individual leads that target individual recipients with tailored messages.
Communication Automation Creysto allows you to connect with your customers through multiple channels, all while centralizing information that helps your sales team to have meaningful conversations with your prospects.
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Escalations The Case Escalation feature allows you to configure a rule by which the case can be escalated to other members in the operational hierarchy.
ERP Integration ERP and CRM systems are connected, typically by APIs. This allows you to keep the two systems in sync, as well as build automation that work across them and other applications.
Ticket Management A CRM ticket management system ensures transparency between teams and always notifies the right person to help with a prospect or customer request.
E-Commerce Integration E-Commerce integration eliminates the need for employees to perform redundant tasks such as data entry, simplifies time-consuming analysis, and automates many processes for greater efficiency and less human error.
Auto dialer software Creysto comes with an autodialer for fast calling and reminders so your callers never miss follow-ups.
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IVR Template You can customize your outbound IVR scripts based on the customer’s purchase history, billing schedule, past ticketing activity, and more.
IVR Integration You can log, record and monitor calls for quality assurance and compliance. Your agents can get information about callers, their history and cases in a flash, and resolve their issues faster.
Failover and Failback for API integration Failover and failback are business continuity tools that help sustain normal virtual operations even when your primary production site is disabled.
Multiple User Interface A CRM user who is a super admin or admin can be part of multiple accounts either by creating multiple org accounts or through invitations from other orgs.
E-Commerce Integration E-Commerce integration eliminates the need for employees to perform redundant tasks such as data entry, simplifies time-consuming analysis, and automates many processes for greater efficiency and less human error.
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Webhook Receive your data from a wider range of services in multiple formats, like JSON, form data, and plain text. Create customized business workflows by including advanced logic elements like if-then branches, time delays, and more.
Payment Integration With payment integration, you can automatically process payments, eliminating manual entry and reducing the risk of errors.
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Text Messages Reach out to your customers through vital transactional SMS instantly—right from inside Creysto.
Phone Call Tracking Calling right from Creysto helps your reps maintain a flowing pipeline of leads. With the web-to-mobile calling feature, you can transfer any number from your contacts list to your mobile phone and call them directly from Creysto
Notification SMS Notification is extremely helpful in reminding appointments, meetings, or important follow-ups.
Phone call recording Access recordings associated with a deal, organization or contact person to double-check conversation details and study recordings to improve your sales.
Telephony Integration It enables users to make, receive, and track calls directly within their CRM platform, streamlining communication and enhancing customer interactions.

Difference Between Customer Service And Customer Experience

Excellent Customer Service Is The No. 1 Job In Any Company! It Is The Personage Of The Brand And The Reason Consumers Come Back. Without The Customers, There Is No Company!

Significance Of Customer Experience

Metrics To Measure Customer Experience

Difference Between Customer Experience And Customer Service

1.Customer Experience As A System Versus Customer Service As Its Component:

2.Customer Experience Is Active Whereas Customer Service Is Reactive:

3.Customer Experience Is A Relationship But Customer Service Maintains That Association:

Final Thoughts

“The Perception Of The Customer Is Your Reality.”

– (Kate Zabriskie, Business Training Works)

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Resources

Products

Contact Us

Difference Between Customer Service And Customer Experience

Excellent Customer Service Is The No. 1 Job In Any Company! It Is The Personage Of The Brand And The Reason Consumers Come Back. Without The Customers, There Is No Company!

Significance Of Customer Experience

Metrics To Measure Customer Experience

Difference Between Customer Experience And Customer Service

1.Customer Experience As A System Versus Customer Service As Its Component:

2.Customer Experience Is Active Whereas Customer Service Is Reactive:

3.Customer Experience Is A Relationship But Customer Service Maintains That Association:

Final Thoughts

“The Perception Of The Customer Is Your Reality.”

– (Kate Zabriskie, Business Training Works)

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