{"id":3250,"date":"2018-04-13T07:06:59","date_gmt":"2018-04-13T07:06:59","guid":{"rendered":"https:\/\/intelligentbee.com\/blog\/?p=3250"},"modified":"2024-07-29T13:14:20","modified_gmt":"2024-07-29T13:14:20","slug":"difference-customer-support-customer-success-teams","status":"publish","type":"post","link":"https:\/\/intelligentbee.com\/blog\/difference-customer-support-customer-success-teams\/","title":{"rendered":"The Difference Between Customer Support And Customer Success Teams"},"content":{"rendered":"<p>When we talk about your business product or service, there is no doubt that both support and success teams are considered as essential assets for the entire customer lifecycle.\u00a0Since customer support and customer success are often intertwined, we think that is critical to define and understand their differences and roles, especially when your company\u2019s output is based on a certain tech infrastructure.<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_68_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/intelligentbee.com\/blog\/difference-customer-support-customer-success-teams\/#Customer_support_%E2%80%93_A_necessary_way_to_be_there_for_your_customers\" title=\"Customer support \u2013 A necessary way to be there for your customers.\">Customer support \u2013 A necessary way to be there for your customers.<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/intelligentbee.com\/blog\/difference-customer-support-customer-success-teams\/#Customer_success_%E2%80%93_The_next_step_in_scaling_customer_experience\" title=\"Customer success \u2013 The next step in scaling customer experience.\">Customer success \u2013 The next step in scaling customer experience.<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/intelligentbee.com\/blog\/difference-customer-support-customer-success-teams\/#Different_roles_same_team\" title=\"Different roles, same team\">Different roles, same team<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Customer_support_%E2%80%93_A_necessary_way_to_be_there_for_your_customers\"><\/span>Customer support \u2013 A necessary way to be there for your customers.<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Dedicated support teams\u00a0pursue to ensure customer satisfaction through ongoing technical support for a certain product or service. These kinds of teams solve customer\u2019s challenges, questions and concerns regarding individual issues and provide technical guidance.\u00a0For a better understanding,\u00a0we should define a couple of specific traits.<\/p>\n<h3>Removes obstacles<\/h3>\n<p>Regardless of the customer support channel \u2013 email, chat or call \u2013 the team in charge solves their problems as soon as customers submit a ticket or send an email, not before. Thus, the role of customer support is to meet their needs in a reactive manner, meaning that\u00a0whenever an issue emerges they take care of it. In this way, a support team removes any kind of obstacles when it emerges in customer\u2019s direct interaction path by providing necessary resources such as documentation or self-service portals.<\/p>\n<h3>Focuses on cost<\/h3>\n<p>The number of favorable customer experiences is inversely proportional to financial losses. In other words, based on\u00a0<a href=\"https:\/\/www.nicereply.com\/\">Nicereply<\/a>\u00a0point of view, if a\u00a0support team provide efficient solutions for customer\u2019s problems, the churn rate, which means here the\u00a0annual percentage at which customers stop subscribing to a service, will be reduced. However, support teams aren\u2019t strictly a centered-cost department, as originally built, they can also impact revenue\u00a0by advising on common reasons for churn or identify upsell and cross self-opportunities in their conversations with your business customers.<\/p>\n<h3>Has short-term objectives<\/h3>\n<p>According to\u00a0<a href=\"https:\/\/blog.hubspot.com\/customer-success\/customer-success-vs-customer-support\">Hubspot<\/a>, support interactions are transactional which means when a customer submits a certain issue or\u00a0question, those\u00a0are solved by a support assistant \u2013 and may have in view immediate technical or usage issues. After all, the main purpose of support teams is to solve specific issues as quickly as possible in order to drive customer satisfaction, which is the main baseline for success teams.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Customer_success_%E2%80%93_The_next_step_in_scaling_customer_experience\"><\/span>Customer success \u2013 The next step in scaling customer experience.<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>From\u00a0<a href=\"https:\/\/www.gainsight.com\/guides\/the-essential-guide-to-customer-success\/\">Gainsight<\/a>\u00a0perspective,\u00a0customer success manages company-customer interactions\u00a0and aligns client and vendor goals for mutually beneficial outcomes. Success teams influence revenue through their proactive actions in order to accomplish long-term objectives, but we will talk about all of these attributes below:<\/p>\n<h3>Uses proactive strategies<\/h3>\n<p>The main objective of a success team consists in initiating conversations with your customers before they contact you. Therefore, they have to be proactive, meet their needs, anticipate them and identify opportunities to solve problems that they are not yet confronted with, but they might be. Identifying these solutions in advance must be based on the company\u2019s long-term objectives. Their job is to make sure that customers understand the full potential and value they can achieve from your product\/service. In other words, success teams ensure insights-access for users regarding the most efficient way to use your solution and adopt it on a long-term.<\/p>\n<h3>Focuses on revenue<\/h3>\n<p>In this context, when we talk about scaling your business, customer success teams play their main role.\u00a0They focus less on technical issues and more on the aspects that are directly related to business development. So they drive expansion via churn-reduction as in decreasing the number of unsubscribed customers and up-selling, cross-selling, referrals techniques in order to promote your business solutions.<\/p>\n<p>Customer Success provides a whole mechanism not only for uncovering upsell and cross-sell opportunities but also for\u00a0gaining advantage from\u00a0them. Besides that, it\u2019s the most desirable way to initiate reduction, helping subscription growth for a certain product or service.<\/p>\n<h3>Has long-term objectives<\/h3>\n<p>Success team\u2019s interactions don\u2019t have an end-point. As we mentioned earlier, they look at the entire customer\u2019s process lifecycle in order to solve universal adoption issues and other common narrows that prevent users from achieving their goals. Moreover, as\u00a0<a href=\"https:\/\/www.gainsight.com\/\">Gainsight<\/a>\u00a0believes, ensuring customer success brings about a significant positive impact on businesses as they focused on increasing retention, repeated purchases or lifetime value.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Different_roles_same_team\"><\/span>Different roles, same team<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>To conclude, support and success teams provide services for customers and help them generate value for your company. Both of them focus on successfully integrate the product or service in your users\u2019 lifecycle\u00a0with each aid, improving retention, boosting value, and increasing advocacy. The best businesses succeed in bringing support and success together, leveraging their differences to consolidate this entire process of removing obstacles that prevent your business customers from achieving their goals.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>When we talk about your business product or service, there is no doubt that both support and success teams are [&hellip;]<\/p>\n","protected":false},"author":28,"featured_media":3243,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[13,73,74,85],"tags":[],"yst_prominent_words":[856,865,864,863,862,861,860,859,858,857,5,855,854,843,728,719,333,330,329,309],"post_mailing_queue_ids":[],"_links":{"self":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/3250"}],"collection":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/users\/28"}],"replies":[{"embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/comments?post=3250"}],"version-history":[{"count":9,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/3250\/revisions"}],"predecessor-version":[{"id":133150,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/posts\/3250\/revisions\/133150"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/media\/3243"}],"wp:attachment":[{"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/media?parent=3250"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/categories?post=3250"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/tags?post=3250"},{"taxonomy":"yst_prominent_words","embeddable":true,"href":"https:\/\/intelligentbee.com\/blog\/wp-json\/wp\/v2\/yst_prominent_words?post=3250"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}