What’s the Difference Between Customer Service, Customer Care and Customer Support?

Martina author

Martina Petrina

Content Writer

⏱ Reading Time: 6 minutes

Mixing up customer service and customer care seems like a slip of the tongue. At first glance, these two terms might look the same. They both basically mean the same thing, right?


Their function varies, and you shouldn’t mix them up. Although they often cross over, you should have a different strategy for each.

🚀Read Customer Service: A Guide for Successful Business Growth  🚀

By including customer service and customer care, you can exceed expectations and delight customers.

Let’s break them down by definition:

What is Customer Service?

It’s reactive and often used only when a customer isn’t satisfied.

Customer Service is the advice or assistance a company gives to its customers while they interact with the brand. It’s usually cost related to the customers’ requirements, and, in many instances, it comes only after the customer makes a purchasing decision.

The customer service agents follow procedures and strive to meet technical and administrative requirements. However, they can also assist customers while shopping, influencing their buying decision.

Moreover, customer service could be classified as an area of customer experience. Quite often the entire customer experience can be heavily influenced by a customer service interaction. Thus it’s a key area and its core role is to provide support.

For instance, a blip in customer experience — say, receiving a damaged package — means that a customer will contact customer service. This will turn into a make-or-break moment for keeping that customer.

Related: 10 Rules How to Boost Customer Service


What is Customer Care?

It’s a longer-term approach to taking care of a customer.

Customer Care moves one step beyond basic customer service by building an emotional connection. It doesn’t include the entire customer lifecycle though, but it consists of a string of interactions.

Hence customer care is the act of providing and delivering professional, helpful, high-quality assistance before, during, and after the customer’s requirements are met.

Customer care is showing actual care for customers.

You should listen to their needs, answer their questions, and offer the right solution. This kind of interaction you can interpret as an aim to win and maintain customers by giving quality service, price, and item differentiation.

Customer care is more of supportive management, where procedures are pretty essential in encouraging responsiveness to your client’s needs and finding methods to support the achievement of commercial goals.

It’s management-oriented and requires you to create, develop, and enhance customer services with the carefully targeted customer to maximize your customers’ value and increase their loyalty.


What is Customer Support?

Customer support is usually defined as service efforts from IT companies vendors and providers support that is focusing on helping customers to use products and services correctly, efficiently, and effectively.

Many see this specific type of support as part of a broader category of customer service, but while customer support is often provided in response to customer demand, and it is also part of intelligent planning for IT companies.

While customer service is building a customer-centric relationship, customer support is a business-oriented relationship. Customer support teams provide needed assistance to solve customer issues focusing on troubleshooting and closing conflict situations.

Sometimes, customer support agents also provide consultations for their clients intending to better understanding the benefits of the product or service. Also, big IT companies have very complex solutions, and technical support needs to assist from the beginning and whenever it is required.

Cusotmer support photo

Picture 2. Customer support excellence

Can Customer Service and Customer Care Be Measured?

Customer service and customer care both affect the bottom line. There’s a reason why the old saying goes, the customer is always right. So you always need to appease an upset customer not to take their business elsewhere.

In this case, one of the elements that make a big difference for customer happiness is the time it takes to get responses. Namely, this is the point where you have to be very fast and act professionally. Slow service and support responses kill retention.

You can, actually, measure them. For instance, you can measure customer service through the customer satisfaction score (CSAT). It measures how satisfied your customers are with the experience. Likewise, customer care can be measured by a variety of other metrics.

customer satisfaction score csat

Picture 3. You can even use emojis to measure customer satisfaction on a CSAT survey.

Breaking them down by stats:

Oberlo reports that 92% of consumers said that they would stop buying from a company after 3 poor customer service experiences.

This means that if a customer contacts you for support, and they are met with customer service protocol or vice versa – they will be frustrated.

Good customer serivce stats

Picture 4. Good customer service can contribute to revenue increase

According to New Voice Media 49% of American consumers switched companies last year due to poor customer service.

They also found that  the #1 reason customers switch to a new brand is feeling unappreciated.

Moreover, according to Glance, it takes 12 positive customer experiences to make up for one negative experience. And a whopping 78% of customers have backed out of a purchased due to a poor customer experience.

Enhance Customer Support With Live Chat

Both customer service and customer care teams are critical to the customer experience your business delivers. They both use similar tools like email, chat, and phone to communicate.

But, 79% of customers prefer to live chat for customer service over other means of customer support channels. They feel comfortable using live chat support either in discovering answers on their own or interacting with the agents.

With Live Chat for Online Sales and Customer Support, you can engage and convert website visitors into customers, provide support and increase customer retention. Hence offering personalized support over live chat creates loyal customers.

Paldesk Live Chat Customer Support

Picture 5. Solve problems and resolve issues, grow your product or service satisfaction.

Therefore, investing in a Live Chat Support Software can get you the compound interest on your existing range of support channels that can increase your follow up potential toward first-time visitors and drive sales in a more human way.

If You Don’t Take Care of Your Customers, Someone Else Will

Without a quality Customer Service and Customer Care, there will be no harmony in business. So, in order to reduce your customer churn, you need to create outstanding services and engage with your customers. To do that, you need to keep tracking their particular needs and make personalized offers.

Demand is there but businesses aren’t keeping up.

Those who implement live chat will be offering something customers want and can’t get everywhere. So, think twice! Once it becomes non-negotiable to adopt live chat, you’ll already have your well-oiled setup running at full speed.

Create Great Omnichannel Marketing Strategy!

Ultimate guide to omnichannel strategy ebook

More from our blog

Customer Facing 101: How to Make a Difference

Customer Facing 101: How to Make a Difference

Customer facing roles paired with strong, well-defined customer facing processes will help you create the right experience and provide the right level of customer support at every turn.

The Complete Guide to ChatOps

The Complete Guide to ChatOps

ChatOps gives businesses a new way to connect with the world. Let’s better understand what they add to your business.

An Introduction to People Management

An Introduction to People Management

People management covers a set of procesess and skills which encourage better communication, productivity and employee engagement. Here are its essentials.

What’s the Difference Between Customer Service, Customer Care and Customer Support? was last modified: May 8th, 2021 by student@paldesk.com
Customer support

Small Business Guide to Great Customer Support

Download E-book

You have Successfully Subscribed!

Share This