Buyers seeking product support typically will accept help in a variety of formats, including self-service via knowledge bases, or direct one-on-one help via email, live chat, or phone.Ĭustomer Service vs.
Users can be people from another company (B2B) or consumers (B2C). In contrast, product support is more likely to consist of what commonly falls under the umbrella of “tech support.” Product-centric companies use product support to attain maximum performance and benefit. Those seeking customer service are generally hoping to connect an actual person - whom they hope will help them resolve their issue quickly - whether over the phone or via a post on social media. The ‘customers’ in customer support are typically consumers (B2C). This can range from issues with a product or service to complaints about overpayment or angst surrounding delivery issues. Product Support: B2C and B2BĬustomer support generally focuses on dealing with consumers who are experiencing some form of difficulty or inconvenience associated with your overall business. While there are some similarities (both involve providing support to people struggling to resolve an issue), there’s also a world of difference between customer service and actual product support. The short answer is yes - but the details are slightly more complicated. To clear up some of the confusion around this topic, we decided to address the question: Is there a definitive difference between product and customer support? However, these terms are not interchangeable. customer support, it can seem like there’s quite a bit of overlap.
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