Customer Service vs Customer Care

Now that we are clear on the individual definitions and similarities between customer service and customer care, it is time to move forward to the main discussion of how those two differ from each other.  

• Help the brand loyalty 

Although both customer service and care work towards enhancing customer experience through providing better customer satisfaction, customer care is more prone to gain customer loyalty for your brand. How? Well, any customer who is made to feel important and valued at a brand is more likely to stay loyal to the brand and have less chances of turning to other products/services provided by the competitors in the market.  

• Different measurements  

Businesses practice using different metrics and KPIs (Key Performance Indicators) for both customer service and customer care. Customer service is measured in a quantitative way depending on how many customer queries or issues are successfully resolved by each customer service agent.  

Whereas for customer care, the measurement is more qualitative and descriptive. It is measured by asking customers to evaluate their interaction with the agent and how they were treated. Example, a company might ask customers how easy or difficult their purchase experience is. And at the end of the journey, they can be asked about what they liked or disliked about the whole process.  

• Personalized experience  

Although both customer service and care handle customers with their individual problems and solutions, they both offer personal treatment. But customer care always focuses on giving attention to the customers personally. It focuses on treating each customer and making them feel they are being heard. This customization in care can make your customer feel valued and important.  

• Working with cross-functional teams 

Customer service has its team who are trained and educated in how to solve customer problems and issues. Businesses establish this team within their company whose whole and sole motive is to look after customer help and provide them with the right solution like helping them make a smart purchase, guiding them through the purchase process and keeping up with post-purchase product assistance.  

Whereas with customer care, it acts as a policy which is incorporated by any department such as sales and marketing, who is directly or indirectly interacting with the customer. All the employees within the company are entitled to the customer care policy defined for the organization.