3 Differences Between Customer Experience and Customer Service

Video Image: The Difference Between Customer Experience and Customer Service

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Customer experience (CX) and customer service are often used interchangeably, but they are not the same.

While both play a role in how customers interact with a business, they serve different purposes.

To find out more, we asked Nikki Quinn, Senior Solutions Consultant at Playvox, to explain the key differences and why both are important.

Video: The Difference Between Customer Experience and Customer Service

Watch the video below to hear Nikki explain the difference between customer service and customer experience:

With thanks to Nikki Quinn, Senior Solutions Consultant at Playvox, for contributing to this video.

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Customer Experience VS Customer Service: Three Key Differences

1. Customer Service Is Reactive

Customer service usually comes into play when something goes wrong. It focuses on helping customers with problems, complaints, or questions.

While it is essential, it is only needed when an issue arises, as Nikki explains:

“A major difference for me is that customer service is reactive, and it’s often only used when a customer isn’t satisfied or if they have a problem or a complaint, sadly.”

2. Customer Experience Is Proactive

CX is about the entire journey a customer has with a business. It aims to make every interaction smooth, enjoyable, and hassle-free – before problems even occur.

“Whereas CX, so customer experience, is very proactive and aims to reach every customer. Which usually means that it’s seamless and it’s an enjoyable exchange from beginning to end.”

A good CX strategy engages all customers, not just those who need support.

3. Customer Service Is One Part of CX

Think of CX as a puzzle. Customer service is just one piece—an important one, but not the whole picture.

“I feel that customer service is just one piece of a much larger puzzle.

So, the difference really, I think, is while customer service is just one piece of the puzzle, focused on interaction and supporting customers, CX is the sum of the entire customer journey with your business.”

CX covers every touchpoint, from the first interaction to post-purchase support.

By understanding the difference, contact centres can move beyond just fixing problems and start creating experiences that keep customers coming back.

If you are looking for more great insights from the experts, check out these next:

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

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