We all know that customer satisfaction plays an important role in the success of a business. As a business owner, you also need to make customers a priority. So, both the products and services you provide must be tailored to what customers need.
In addition, you also need to be on standby whenever customers need information, assistance, or other things related to the products and services they use. Therefore, you must provide customer service and increase customer success. So, what’s the difference between the two? Come on, see the explanation in the following review!
Customer service refers to the services a business provides to resolve problems that arise. Therefore, customer service is only used by customers at certain times, for example if there are problems that arise or there are questions regarding the products they buy. A customer service team was formed so that any questions and complaints that arise can be handled optimally.
Well, if customer success refers to the efforts made by the business to anticipate the emergence of problems and maintain business growth in the long term. That’s why the customer success team plays an important role in helping customers to achieve the desired goals.
Customer service is more focused on customers who have different needs. Therefore, customer service is reactive, which will provide feedback and assistance when a customer needs it. It is hoped that the presence of this customer service can improve the customer’s shopping experience.
On the other hand, customer success focuses on general things, for example, seeing based on customer data insights that you can practically access from the Cashlez Reporting feature. Now, from this data, you can evaluate and prepare further strategies that can increase sales and make business performance better. So, you could say the task of customer success refers to being proactive.
Perhaps, many of us will be wondering, so which one is most needed between customer service or customer success. The answer is both. Without customer service and customer success, it will be difficult to run business operations smoothly.
When your business can provide mutually supportive customer service and customer success, then you can improve the performance of the entire team. This is because staff who already know customer service tips and customer success strategies will understand how to overcome challenges and meet customer needs in a transparent and professional manner.
To ensure that both customer service and customer success help each other, make sure in advance that each staff member can easily access information. With this trick, staff no longer have to wait a long time to respond to customer inquiries.
Meanwhile, you also have to provide a modern business system, which makes it easier for the entire team to analyze sales data. Of course, this must be supported by clear and efficient communication between one staff member and another. So, when you have a question or a special note, be sure to send it to the whole team via the digital platform.
You both need customer service and customer success to increase customer satisfaction. That way, customers will be more loyal and return to shopping at your place of business.