Customer Service vs Technical Support: What’s the Difference?

Customer Service and Technical Support both have their roles in organizations. However, there are significant differences between the two.

• Customer Service focuses on the experience of the customer.
• Technical support focuses on resolving a technical issue or problem in the fastest, most cost-effective way.

What is technical support?

Business Dictionary defines technical support as:

“User-friendly assistance for individuals having technical problems with electronic devices.”

The primary focus of technical support is to resolve a technical incident or problem. These incidents are either perceived or actual deficiencies with the service or product the customer is seeking support for. That’s why it behooves the technical support engineer/representative—and the company—to:

• Determine what is not functioning properly
• Resolve the issue as quickly
• Maintain a friendly and supportive vibe

In most situations, the ultimate measure of success is that the customer doesn’t have to contact support again.

What is customer service?

Customer service takes a different approach, focusing instead on the experience of the customer. Customer service, according to Business Dictionary, is defined as a:

“Range of services provided to assist customers in making cost effective and correct use of a product.”

This means that a customer service representative can also take a more proactive approach to support and initiate communication with customers. Importantly, customer service does not have to be technical in nature.