CUSTOMER SERVICE

Customer service

is the support, advice, and assistance a company provides to its users before, during, and after they buy or use a product or service.

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Core Functions

• Pre-purchase: Helping customers choose the right product, answering questions, and handling orders. [1, 2]
• In-purchase: Assisting with checkouts, payments, and delivery arrangements. [1]
• Post-purchase: Resolving complaints, troubleshooting technical issues, managing returns, and gathering feedback. [1, 2, 3]

Common Channels

• Voice & Phone: Real-time verbal support via call centers and hotlines. [1, 2]
• Digital & Chat: Live web chat, email, social media messaging, and AI-powered chatbots. [1, 2, 3]
• Self-Service: Knowledge bases, FAQ pages, and automated interactive voice response (IVR) systems. [1, 2]

Key Success Metrics

• CSAT (Customer Satisfaction Score): Measures how happy a customer is with a specific interaction. [1]
• NPS (Net Promoter Score): Measures long-term brand loyalty and the likelihood of a customer recommending the business. [1, 2]
• First-Contact Resolution (FCR): Tracks how often a support issue is solved during the very first contac