As you roadmap your customer retention strategies, you’ll likely encounter two seemingly equivalent terms: customer service vs customer experience.
The overlap is that customer service falls under the larger umbrella of customer experience. Customer experience describes clients’ interactions with all consumer-facing elements of your brand: your storefront, staff, support infrastructure and marketing materials, for instance.
When customers need support, their interactions with representatives and systems (i.e., customer service) will inform their overall experience with your brand.
In this guide, we’re comparing customer service vs customer experience in detail. We’ll explore each concept, highlight some key differences and break down how today’s businesses can leverage SMS to support their service functions and customer experience strategies.
Before we note the difference between customer service and customer experience, let’s define both terms clearly:
While these concepts are closely connected, they’re not the same. Both, however, are key for customer relationship-building and retention.
There’s ample data to support that customers who have a positive experience with a brand are more likely to make a repeat purchase and recommend your brand to their peers. For example, customers satisfied with their experiences may leave a positive Google review, which acts as a form of word-of-mouth marketing.
The primary goal of your customer service functions is to resolve client issues and meet their immediate needs. Whether you’re helping a client find the perfect product in your inventory or processing a return or refund, customer service is all about helping clients accomplish their goals.
The customer service arm of your business likely includes multiple elements:
A customer’s interaction with your support team will inform their overall experience with your brand. It’s just one of many stages when your customer will interface with your brand.
Customer experience informs every touchpoint during the sales process:
During any of these phases, a customer could contact your support team. A representative is there to help them choose the right product, navigate your point-of-sale system or troubleshoot their product after delivery.
As noted above, customer service is just one element of the customer experience. Thus, there are some key differences when comparing customer service against customer experience:
Businesses can use powerful technologies like SMS texting to enhance both customer service functions and customers’ overall experiences with a brand.
There are many benefits to opening up an SMS channel for your business. Texting is:
Plus, brands can integrate SMS throughout the customer journey:
If you’re looking for innovative ways to improve customer experience and make customer service functions more robust, incorporating SMS can help you achieve these positive results.
Customer service and customer experience, while distinct, are both key for relationship-building and client retention. Plus, today’s brands have access to numerous technologies that can enhance their service functions and clients’ overall experiences throughout the sales funnel.
If you’re ready to start using SMS for business, send your first message with Textedly. Thousands of businesses trust our platform for SMS marketing, customer service functions, automation, survey and review collection.
Sign up for your 14-day free trial and leverage SMS to enrich the customer experience.
Sources:
LinkedIn. The Top 4 Customer Experience Trends in 2023. https://www.linkedin.com/pulse/top-4-customer-experience-trends-2023-bernard-marr
Forbes. 100 Customer Experience Stats for 2023. https://www.forbes.com/sites/blakemorgan/2023/06/26/100-customer-experience-stats-for-2023/?sh=6f267ec77e6e
Techjury. 35+ Mind-Blowing SMS Marketing Statistics in 2023. https://techjury.net/blog/sms-marketing-statistics/