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Customer Service for Startup – The First Step towards Success for Startups There is a big difference between Customer Support, Customer Service and Technical Support. Many people get confused, and begin using these terms interchangeably. Let’s understand the basic difference between all of them, and the benefits and advantages of each; essential for the growth of any business:
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② 1. Customer Service: When a customer gets connected to the personnel of sales, marketing or business development department of any company, the very first thing that the customer is interested with; is the “benefit to the customer” that later leads to “advantage for the customer”. Customer Service is an element for any company, which achieves these tasks. Customer Service is something related to pre-sales. While delivering the customer service, it’s essential to assist and convince a customer; in order for the sales to take place. This requires skills, and that’s the reason why Customer Service Outsourcing is done by many companies. Outsourcing Customer Service is an option of primary importance for the startup companies. The newly born firms need more attention to develop a clientele. Customer Service for Startup is more important than the aged companies. Because such companies follow an important target of achieving the Return on Investment (ROI).
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③ 2. Customer Support: After the sales of product and/or services takes place, the role of customer support comes into picture. The services related to customer support are different than the services of customer service. While customer service is merely related to assistance and convincing the customers, before sales takes place; customer support is something related to retaining the customer, and convert the customer to make him/her a client of the company. Services related to customer support take place; only after the sales have happened. Outsourcing Customer Support to some reputed and genuine companies like Support Ninja; would help the startups in retaining their clients, and also helps in converting the customer to client. Anything related to post-sales help of customer, is considered under customer support category.
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â‘Ł 3. Technical Support: Any support of help that is delivered for products and/or services related to technology; are considered to be a part of technical support category. Some companies also Outsources the Technical Support to third party service providers. This is a technically complex field, and requires qualifications, experience and expertise; all at once. For example: I. Dell delivers excellent technical support services to their clients, after the sales of computer products takes place. II. Microsoft delivers technical support services to their clients, after someone purchases the license of their software services.
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⑤ There is a difference between a customer and a client, and is used interchangeably by many people. When a customer converts to client; the definition of business relationship gets modified. The customer is like a patron or simply a buyer; who purchases goods or service. However, it’s not necessary that the customer engages with the seller in a long term relationship. For example: A customer goes to super market, buys the product and leaves the place. It’s not necessary, that again the customer shall visit in future. It’s also not necessary, that the customer will engage into a long term relationship of buying and selling. Compared to a customer; a client is one who engages into a long term relationship. A client is one, who keeps availing the professional services of the seller, or who keeps buying products from a seller; under a long term mutual engagement.
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