Customer service is the assistance and support a company provides to its customers before, during, and after a purchase or interaction. It includes actions like answering questions, resolving issues, and offering guidance to ensure a positive experience, which can lead to increased customer satisfaction and loyalty. This support is delivered through various channels, including in-person, phone, email, and chatbots, aiming to build a strong and lasting relationship with customers.

Key aspects of customer service

• Provides support throughout the customer journey:Customer service extends beyond resolving complaints to include pre-sale assistance, product guidance, and post-sale support.
• Aims to improve customer satisfaction and loyalty:By providing excellent service, businesses can build a positive brand image and encourage repeat business, which is often more cost-effective than acquiring new customers.
• Is delivered across multiple channels:Interactions can happen in person, over the phone, via email, or through digital platforms like social media and AI-powered chatbots.
• Is a strategic function:It's considered a competitive advantage that can contribute to a company's revenue and is often as important to customers as the products or services themselves.
• Encompasses both human and automated interactions:While human-to-human interaction remains crucial, automated systems like chatbots and self-service platforms are also vital components of a modern customer service strategy.