What is a customer service experience?
This term encompasses your customers’ interactions with your service team, self-help information, community forums and any other tools you use to provide support. The customer service experience includes how easy or difficult it was to get help, how the support conversation went and whether the customer’s problem was solved.
What is online customer experience?
Your brand’s online customer experience includes all the touchpoints your clients have with your web presence. Some things that influence this experience include:
- Website design
- How easy or difficult it is to navigate your website
- Consistency of your branding across online platforms
- Load speeds
- How easy or difficult it is to find information
- Brand aesthetic