Hello there! As tech companies grow and evolve, so do their support teams. Roles that may seem synonymous actually represent unique aspects of a customer’s journey. In today’s blog, we’re going to unravel the differences between various job titles within support teams. So, grab a cup of coffee ☕ and get ready to dive in!
Customer Support
Often the front line of any tech company, customer support staff are troubleshooters. They deal directly with customers, resolving immediate problems or queries.
Customer Care
This role takes a more proactive approach, focusing on maintaining a positive customer relationship by foreseeing and preventing potential issues. An agent may follow up on resolved tickets to ensure continued satisfaction.
Customer Operations
Think of these folks as the engine behind the customer journey. They ensure systems and processes are running smoothly, and play a critical role in designing and refining the customer journey.
Customer Happiness
This playful title often represents a team focused on exceeding customer expectations and boosting satisfaction. They not only resolve issues, but also create an overall positive experience.
Customer Relationship
This team maintains long-term relationships with customers. They ensure customer loyalty by keeping them engaged, informed, and satisfied over time.
Customer Service
A broader term encompassing all customer interactions. Whether it’s answering questions, handling complaints, or providing information about products and services, they’ve got it covered.
Customer Success
They ensure customers are achieving their desired outcomes using your product.
Customer Experience
They orchestrate the entire customer journey, ensuring it’s as seamless and positive as possible.
Customer Advocate
They act as the voice of the customer within the company. They gather customer feedback and help the company make customer-centric decisions. As you can see, while there is overlap, each role plays a unique part in shaping the customer’s journey.
