As we mentioned in the previous post”Differences between Customer Experience and Customer Service”, we are surrounded by Anglicisms that emerge quickly, just as new disciplines emerge.
It is true that, if we talk about the terms Customer Service and Customer Care, they sound similar, so let's start with the definition of each one.
What is Customer Service?
El Customer Service is the support that each organization offers to its consumer in the form of support at all stages of the buying process or for any specific concern. We can state that this area is highly related to the quality of experience.
This support can be seen as a mere service that the company has to solve the customer or as those aids it makes available to them to self-manage, we are talking about: forums, knowledge bases, frequently asked questions sections or chatbots with contextual answers.
What is Customer Care?
If we translate it from English it can lead us to two ways, one related to customer support, which we are going to discard and another, related to the customer care.
In Customer Care, they are responsible for taking care of all those relationships or interactions that the customer may have with the company. Emotions and the possible connections that we can generate in the form of memories come into play, do you remember the value chain of experience?
If you remember, some of the experiences lived with companies involve emotions, the main ingredient that generates memories. Memories, in turn, define future behaviors or decisions that impact business results.
In short, Customer Care is about making each customer feel that they are unique when interacting with the company. We increase brand loyalty and, therefore, we could say that it directly affects, in a positive way, the profitability of organizations in the long term.
What Differences Can We See?
Floodlight
The purpose of Customer Service is to solve problems that already exist. That is, to solve what the customer needs.
Instead, Customer Care goes one step further, trying to anticipate possible concerns that may arise. To do this, it uses data and information that the company has available in order to be able to know, predictively, the needs of customers.
Interactions
When we talk about Customer Care, we can include everything the customer may experience with the company, for example, before, during and after the purchase.
Customer Service would only be present if the customer had any concerns in the process. In the case of an online store, it wouldn't even be there.
listens
Customer Care listens to the needs of customers and seeks an appropriate solution, and they tend to go one step further than ordinary Customer Service because it seeks to build the long-awaited emotional connection.
Customer Service, to a large extent, only solves. In principle, you don't have to go a step further to try to generate the customer's emotional connection with the brand.
In conclusion, they are two similar or similar disciplines whose great differentiation lies in their ultimate goal, to generate a link with the brand or to solve.
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