Customer service was just a small box a few years ago. But now when technologies have advanced to a good extent, customer service has also seen a number of new trends and terms. Today, there are a number of strategies that the experts incorporate in achieving customer satisfaction. For incorporation such strategies, it is also important to understand the diverse terms also that can be helpful.
One such term that is worth knowing is customer experience. Customer experience is mainly the overall experience that the customers enjoy from the time of checking out the products and services until the transaction is completed. Later on, it can also extend to the time when the customer has an issue with the product or the service and the complaint is dealt well and the case is closed after solving the problem.
On the other hand, when you talk about the term called customer success, it deals not with the entire journey but only the end result. When the customer is happy at the end of the entire transaction or the entire customer service, it can be said that customer success has been finally achieved.
There are a number of times when people confuse in between the terms. Hence, proper differentiation is needed to understand both the terms individually.
A Part of Customer Experience
One of the major differences that have to be understood is that customer success is a part of the customer experience. If the customer gets a solution to the problem that he or she is facing and the entire journey is completed in a happy way, the customer will be happy at the end and this is customer success. But on the other hand, if the customer is not satisfied with what he or she has asked for, then customer success is not achieved. So, whether the customer has experienced a good experience or a bad one throughout the journey is customer experience. But customer success is only achieved when the person is happy at the end. In a better sentence, it can be explained that customer experience is the journey while customer success is the destination.
The Result of Customer Experience
Customer experience has become one of the prime goals of any organization today. This has only led to the use of a number of customer experience software options. These options help the firm in identifying in different stages whether the customer is happy and satisfied with the service and solution provided or not. This is very much important only because customer success is the final result of customer experience. It can be said that if the customer experience is great, the customer success will be good and if the customer experience is not appealing, the customer success will be the worst.
Enhancing Customer Experience through Customer Success
Though customer experience only leads to great customer success, there are a number of times when a great customer success can also make the experience of the customer a great one. It may happen that the customer may have to wait for a long time for a solution but when the solution is available, it is also supported with incentives and other gift options. When the customer notices extra pampering at the end, automatically he or she forgets about the bitter experience and embraces the happy times. Making use of options such as the customer happiness app can give out great ideas in making the customer happy at the end.
Whether it is customer experience or customer success, both are an eminent part of the customer service. There are a number of strategies that different firms and customer service departments make use of in order to attain great customer experience and success. One of the strategies is also to own a customer experience app.
In the world of digital tools, customer experience is also very well measured in terms of applications in order to attain great results over time. If you are looking for such apps, piHappiness can be one such name that can be of great help. The experts at our team are professionals and experienced in understand the market demands and hence offering you exactly that is required by you as per your business structure.