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Before we continue, let us examine the terminology of the word ‘customer support’.

This interlude is necessary to examine whether both customer support and customer service are same or different.

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There is a subtle difference between the two terms, but they are often used interchangeably, including in this article.

Knowing the distinction between them, however, is necessary to get a better understanding of the working of the two departments.

“In simple terms, customer support is a subset of customer service.”

This means they both serve a few common purposes. Both help enrich customer experience and build long-term relationships with customers.

Depending on the organization structure, resources, and needs, there would be two distinct entities to manage the customer-related responsibilities. However, it is not uncommon to see the workload being shared under the ‘Customer service’ banner.

Which brings us to the next question: what is the main responsibility of Customer Support staff?

Strictly speaking, they are expected to solve technical issues such as applications not loading; customers not finding a menu item; customers wanting to change a setting; customers wanting to transfer their data, and so on.

As already mentioned, they may be asked to also help out with other customer service tasks.

Customer service, on the other hand, aims to satisfy customers throughout the customer lifecycle. Of course, they need customer support to help them do that.