What is the difference between customer experience and customer service?

Why is customer experience important?
December 4, 2019
What is Customer Experience?
December 4, 2019

What is the difference between customer experience and customer service?


The terms ‘customer service’ and ‘customer experience’ are often used interchangeably, but are they the same thing? Not exactly, though they are related.

The main difference between customer experience and customer service is such that ‘customer service’ is a part of the bigger picture- that is ‘customer experience’. While customer service is focused on direct human interaction such as; a direct email to any customer; customer experience is the sum of the entire customer journey throughout the relationship.

Now let’s dive into the detail.

What is customer service?

These are the individual moments when a company’s representatives/employees are providing direct service to customers. Such moments could include answering customer questions or helping them make the purchase decision and even assisting them after the purchase has been made. It is also about helping them use the product in the best possible way, or answering any troubleshooting queries.

Customer service is an integral ‘part’ of the customer experience, which is why it is equally important. About 75% of customers stop purchasing from a brand due to bad customer service.

What is customer experience?

Customer experience is made up of all interactions during a customer’s journey; from the beginning to the very end, across various touchpoints. During this customer journey, customer experience also includes measuring customer perceptions; that is the emotions that are conjured up in customers mind during their interaction with the company and the product.

Difference between the two

A major thing to understand about customer service is that it is a reactive approach to customer satisfaction. During times when a problem occurs, the first thing a customer would do is contact customer service. So, it is a significant instrument which is used to increase or improve customer satisfaction when any problem surfaces.

Customer experience is a proactive approach. It aims to remove any hindrance that could otherwise affect a seamless customer journey. And so, it focuses on ensuring great interactions at every touchpoint to avoid customers having to contact customer service.

Customer experience isn’t just a buzzword and needs to be embedded in every organization. And by including great customer service, the company can ensure that customers stay delighted throughout.

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