Customer Service
The direct support and advice provided to customers before, during, and after they buy a product or service. Its primary goal is to ensure satisfaction, resolve issues, and build trust.
What Is It
Working closely with customer experience, customer service is the support provided before, during, and after a purchase. It includes problem resolution, communication, and relationship management.
Why It’s Important
Customer service directly affects retention and brand perception. It often determines whether issues become complaints or opportunities.
Best Practices
Empower service teams
Respond quickly and clearly
Focus on resolution, not scripts
Learn from service data
Treat service as value creation
Key Insights
Service is marketing
Speed and empathy matter
Retention is cheaper than acquisition