Good Customer Service vs. Great Customer Experience

When it comes to customer service, most people believe that good customer service means receiving timely assistance to resolve any issues that may arise with a product or service. However, there is a deeper definition of customer service that many people fail to consider, and that is the overall customer experience.

To understand this better, let’s look at an example. Imagine you have just finished dining at a restaurant and you feel that the meal was excellent. The waiter or waitress may have come to your table only a few times, but their interaction enhanced your dining experience. They were there when you needed them, and they did not interrupt your meal unnecessarily. The food was good, the atmosphere was pleasant, but what orchestrated the overall experience was the interaction between the staff and you. This is the difference between good customer service and a great customer experience.

How to Create a Great Customer Experience

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Creating a great customer experience is not a random occurrence; it requires proactive planning and coordination of all the moving parts, including the product or service, location, surroundings, and staff. The right partners, whether they are consulting, cloud-based, or on-site, are also critical in achieving this. Every aspect of the business must be carefully thought out, including advertising and customer interactions, to ensure that customers receive the highest caliber of service.

While resolving issues in a timely and efficient manner is essential, creating a great customer experience starts long before a problem arises and lasts long after it is resolved. This is the mindset that we adopt here at SmartAction, where we aim to provide the best voice self-service experience available.

How We Help You Provide the Best CX Possible

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To achieve a great customer experience, we examine every part of the conversation with our customers to identify areas for improvement. We also recognize that consumer needs and behaviors are constantly changing, so it is essential to be able to adapt to these changes at a pace that meets consumers’ expectations.

At SmartAction, we believe that creating a great customer experience involves more than just providing good customer service. It requires a focus on every aspect of the business and a commitment to ongoing improvement. By adopting this approach, we aim to provide our customers with a truly exceptional experience, one that they will remember long after their interactions with us have ended.

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Stop tying up your queues and live agents with repetitive, monotonous tasks. Virtual Agents with SmartAction can let your customers self-service on their time, and free up your live agents to handle more difficult conversations. Let us help take your contact center to the next level through AI voice, text, and chat. 

Discover why we’re the top-rated Virtual Customer Assistant solution on Gartner Peer Insights and have been named “The Leader in AI-enhanced Self-Service,” by Frost & Sullivan.