Customer Success vs. Customer Service: understand the difference
In this article, you will understand the main characteristics that differentiate Customer Success and SAC.
Although they contribute to the customer experience, Customer Success and Customer Service do not have the same function. While the Customer Success team specializes in the customer journey, the Customer Service team focuses on after-sales service.
SAC stands for “Customer Service”. A company’s SAC is its customer service channel and some companies are obliged by law (DECREE NO. 11.034) to offer this channel according to certain rules.
Customer service professionals are responsible for resolving customer complaints about a company’s products and services. In the more traditional ones, their work is usually based on scripts and very rigid internal processes and, most of the time, they receive bonuses for closed tickets. But a closed ticket doesn’t always mean a solved problem, which ends up contributing to a less than satisfactory customer experience.
Unlike Customer Service, which is a mandatory service in some companies and is worked on only in the customer service sector, Customer Success is part of the organizational culture and affects several areas of the company. Responsible for the success of the customer journey, the Customer Success team needs to devise strategies to provide a good customer experience from their first contact with the brand right through to after-sales.
In companies that implement Customer Success, the customer doesn’t have to call to be attended to or remember the brand to make a purchase. The brand proactively engages the customer and makes them feel special, which contributes greatly to a happy experience and, consequently, to customer loyalty and retention.
– Specialist in the customer journey;
– The aim is to delight and retain customers;
– The customer does not need to contact the company;
– Personal and specific communication.
– Customer support specialist;
– The aim is to resolve customer requests immediately;
– The customer is the one who triggers the company;
– Programmed communication.
You can see that, even though their main focus is the customer, Customer Success and Customer Service play different roles, can’t you?
Scooto specializes in offering humanized service, bringing the best solutions within the scenario presented. Here, we see after-sales as a stage in the sales process and focus on delighting and retaining customers. If you want to provide a good customer experience, Scooto can help you. Get in touch with our sales team and start providing your company with excellent customer service now!