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IS CUSTOMER EXPERIENCE THE SAME AS CUSTOMER SERVICE?

is customer experience the same as customer service
Store Clerk and Customer with Smile

NO - In most cases, a customer's first point of contact with a company is usually by interacting with an employee - customer service.

Customer service is only one aspect of the entire customer experience.

Like most things in today's marketplace, customer service has changed. It's more than person-to-person service; thanks to technology, companies can connect with their customers in new and exciting ways.

CRM software can help predict a future need, so you are proactive and attentive, meaning:

  • Provide related products base on purchase history

  • Create and deliver targeted email marketing campaigns

  • Understand the 360-degree view of the customer

Customer service is still as crucial as ever. But no longer the sole focus of the customer experience.

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