previous icon Back to blog
Aug 06, 2020
3 minutes read

Do you mean Customer Experience, Customer Service or Customer Care?

The words in the title are used a lot lately. And not because they can be called buzzwords, but because companies need to invest into building a strong customer experience if they want to keep up with their competitors. Talking about customer experience, you should not forget about customer service and care. In this blog, we are going to clarify the differences between these terms.

Importance of Customer Experience 

Offering the best possible experience is even more important these days than competing on price or quality. Customers are more likely to renew a relationship with a brand if the interactions are fast and easy. And a positive experience makes it more likely for them to recommend your company’s product to friends and family.  

More and more companies take customer experience seriously. Gartner’s 2019 Customer Experience Management Survey shows that the word is out and that organizations are more committed to customer experience by professionalizing their organization and higher budgets.  

Lost in translation

There are a lot of ways to interact with customers and to work on your customer experience, but what exactly is the difference between customer experience, customer service and customer care?

  • Customer service is the advice or assistance a company gives its customers 

Customer service is the support you offer your customers both before and after they buy and use your products or services. And this no longer only happens through an agent on the phone, but also through messaging channels, email, web chat and social media. Customer service is not only about answering questions, but the goal is to increase customer satisfaction and to make sure your customer has a great buying experience.  

  • Customer care means how well customers are taken care of while interacting with the brand 

Most of the time you see the term customer service instead of customer care. Whereas customer service is more about the advice or assistance you offer your customers, customer care is mainly about the emotional connection with your customers. It means how customers are treated while interacting with your brand. So it’s not only about closing a deal or making a sale, but also about listening to your customers and their needs in order to find the right solution. In most instances, customer care is one step beyond basic customer service.  

  • Customer experience is the complete customer journey when a customer interacts with your brand 

Customer experience is the sum of all contact between a customer and a brand. From the first time searching for a product or service to the purchase, to actually using the product or service and the aftercare. From this complete customer journey with all its touchpoints your customer gets a full impression of your brand and this results in several factors, including your revenue.  

Although all three terms sound similar, they represent different things. What they do have in common is that they all contribute to building loyal and satisfied customer relations. Customer experience is the sum of all contact, customer service and customer care are pieces of the puzzle.  

Our Mobile Service Cloud offers all channels, tools, and features you need to provide superior customer experience, reduce pressure on your customer care team, and even improve business results. Read more.

Want to learn more about how to improve your customer experience through our Mobile Service Cloud?

Was this article interesting?
Share it!
connects tens of thousands of companies with millions of consumers via their mobile phone each day. Behind the scenes, from our innovative platform, makes sure companies can use these millions of messages, phone calls and payments to become part of people’s lives.

Latest Articles

Jun 06, 2024 •

Unlock Communication Excellence With CPaaS

Diving deeper into's CPaaS approach in empowering business users to unlock Communication Excellence - a guest article by Quadrant Knowledge Solutions, a global advisory and consulting firm focused on helping clients in achieving business transformation goals with Strategic Business and Growth advisory services.

Apr 29, 2024 • SMS

17 SMS Customer Service Templates to Use Today

Using SMS customer service templates not only saves time but lets your support team create personalized, on-brand communications with just a few clicks. Today we’ll share business text message templates you can use to give your customers the information they need — fast.

Apr 22, 2024 •

Happy Clients, Happy Agents: the Platform Effect in Customer Service

As a member of the customer service team, you stand on the front lines of customer interaction every day. In a world where customers demand quick and personalized service, long wait times, impersonal responses, or worse, incorrect answers, can quickly drive a customer away. Your goal, however, is to connect customers with your organization and deliver the best answers and service possible. It’s incredibly satisfying to see a customer leave a conversation happier and eager to purchase your product. Your efforts can significantly enhance the customer experience, but you need the right tools to truly excel. Integrating these tools into a platform amplifies your capabilities and lets you experience the power of the platform effect.

Dec 18, 2023 • Customer Experience

Elevating Experiences: Customer Engagement Technology Trends in 2024

As we approach 2024, the ever-evolving landscape of technology continues to shape how customers connect, consume and communicate with businesses. Forrester even predicts customer experience (CX) will improve for the first time in three years, meaning 2024 will be a pivotal year for engagement with every touchpoint becoming a make-or-break opportunity in the customer journey.

Jouw festival als eyecatcher
Aug 27, 2023 • Customer Experience

Your event as a showstopper: 7 futureproof trends to jump on

In the overcrowded event industry, it's getting tougher to keep your ticket sales going strong. The competition is huge, and everyone's targeting the same audiences. Chances are that a festival with empty lineups and expensive tickets won't survive five years from now. Invest in your brand, innovate, and stand out – that's the only way to build a solid foundation for the future. We've got 7 trends for you to hop onto and make sure you're ready for what's to come.

Aug 22, 2023 • Mobile Service Cloud

Measurable Success: 8 Customer Service KPIs That Matter To Your Business

Great customer service results in a positive customer experience. The impression your customers have, affects how they see you as a brand. Ultimately, this impacts business performance and revenue. No wonder you want to improve your customer service. To make an impact on your business, you need to generate data and insights from your customers and your customer service team. What are the actual customer needs and preferences? And how is the team currently performing?

Jun 30, 2023 • Marketing

How to Boost Fan Engagement - A Formula 1 Heineken Dutch Grand Prix Use Case

What’s so great about sports is that it connects all kinds of people. On the other hand, knowing no two sports fans are alike makes it challenging for sports organizations to address different fan segments. The organization behind the Formula 1 Heineken Dutch Grand Prix acknowledged this challenge and didn’t just pack the Circuit Zandvoort with their best fans. Instead, they’ve managed to enhance their fan experience right at their first racing event in 35 years. What’s more, they keep improving fan engagement year on year. Curious to know how? We’ll share five insider tips on how the Dutch Grand Prix enhanced its fan engagement before, during, and after the race.

Jun 30, 2023 •

Fast Event Visitor Support at Formula 1 Heineken Dutch Grand Prix

When you go to any event, questions might arise. How do you get there? Where can you find your tickets? And where will you stay? For some questions, you prefer instant support from the organization. Swift and smooth. In this article, we’ll show how the Formula 1 Heineken Dutch Grand Prix will always help you in the best way possible.

Jun 29, 2023 • Payments

Smooth Payments for the Ultimate Dutch Grand Prix Experience

What is needed for the best Formula 1 Heineken Dutch Grand Prix experience? A good, fair race of course. Racers who are on top of their game? Good food and a nice cold beer? All the above are true. But there are also unseen factors that contribute to a great day at the Dutch Grand Prix. Payments during an event are seen as a given, a necessary evil perhaps, but they can truly make or break the experience for a visitor. Learn more about our Payments solutions at the Dutch Grand Prix and how they contributed to this awesome event.

Is this region a better fit for you?
close icon