What is customer support?
Customer support is the help a company gives customers to solve specific problems with its product or service, such as troubleshooting errors, fixing account issues or explaining how features work. It is part of customer service and often more technical, delivered through channels like chat, email, phone and self-service.
Customer support vs customer service
| Customer support | Customer service | |
|---|---|---|
| Focus | Solving problems | Overall help and experience |
| Often | Technical | Broader |
| Timing | When an issue arises | Before, during, after purchase |
Roles
Support agents, support engineers, tier 2 and 3 specialists, support operations and knowledge managers.
Example
A SaaS customer can't log in after SSO setup. Support checks configuration, finds a mismatched identifier and fixes it.
