What is Customer Support?
Customer support is a range of customer service activities utilized to assist customers, help them in getting the most out of your offered product or service, and resolve their problems. Providing assistance in planning, installation, troubleshooting, onboarding, maintenance, upgrading, and product disposal all fall under the customer support category.
The quality of a company’s customer support plays a significant role in customer satisfaction and retention. In a world where everything is digital and your brand reputation can be ruined or built up in a blink of an eye, it is important to focus on the quality of customer support that you offer.
Customer support vs customer service
People make the very common mistake of using customer support and customer service interchangeably. Customer service is a broad term that refers to the activities that a company does to help improve its relationship with its customers. Customer support falls under this category.
Customer support, on the other hand, is a more specific term that refers to the assistance provided to customers when they need help with your product, from installation til the end of the service.