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Customer service is the assistance and advice provided by a company to its customers. Learn about different types of customer service, such as in-person, online, automated, and AI-based, and how to measure customer satisfaction and loyalty.
Learn about the definition, scope and skills of customer support, a range of services to assist customers in using a product. Find out how to offer web-based assistance via phone, email, chat and other tools.
Learn about the history, types and features of CRM systems, which are used to manage interactions with customers across different channels and platforms. Find out how CRM can help businesses improve customer satisfaction, loyalty and sales growth.
Learn about the role, skills, and salary of customer service representatives (CSRs), who interact with customers to handle complaints, process orders, and provide information. CSRs may work in call centers, retail, or online platforms.
Customer advocacy is a customer-focused business model that aims to provide the best service and products for customers. Learn how customer advocates act as facilitators, how to measure customer advocacy and what are the benefits of this approach.
Technical support is a customer service that advises and assists users with technical products. It can be done online, by phone, or through chat, and it can be outsourced or in-house. Learn about the different tiers of technical support and their roles and responsibilities.
Customer satisfaction is a term used in marketing to evaluate customer experience and how products and services meet or surpass customer expectations. Learn about the theoretical frameworks, metrics, and methods to measure customer satisfaction and its impact on loyalty and retention.
Learn about the definition, dimensions, realms, and design of customer experience, the totality of customer responses during all stages of the consumption process. Find out how customer experience differs from customer service and customer satisfaction, and how it affects loyalty and brand value.