Customer service

Customer service is the support and assistance a company gives to its customers before, during, and after they buy or use a product

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Key Channels

• Phone and Live Chat: Real-time voice or text help for urgent needs.
• Email and Messaging: Detailed written support through apps or inboxes.
• Self-Service: Online FAQ pages and knowledge bases for independent troubleshooting. [1]

Core Goals

• Resolve Issues: Fix billing questions, returns, or product problems quickly.
• Build Trust: Show empathy and active listening to make customers feel heard and valued.
• Drive Loyalty: Turn standard transactions into positive experiences that keep buyers coming back