{"id":3074,"date":"2022-01-31T14:39:56","date_gmt":"2022-01-31T13:39:56","guid":{"rendered":"https:\/\/interesting-jones.178-33-83-176.plesk.page\/customer-care-or-service-what-are-the-real-differences\/"},"modified":"2026-08-04T15:05:34","modified_gmt":"2026-08-04T14:05:34","slug":"customer-care-or-service-what-are-the-real-differences","status":"publish","type":"post","link":"https:\/\/interesting-jones.178-33-83-176.plesk.page\/en\/customer-care-or-service-what-are-the-real-differences\/","title":{"rendered":"Customer Care or Service: what are the real differences"},"content":{"rendered":"

Very often Customer Care and Customer Service<\/strong> are used as synonyms. Nothing could be more wrong. These two terms represent two different approaches in customer assistance. <\/p>\n

The thin line that distinguishes Customer Service from Customer Care is characterised by the shift from the simple activity of customer service to taking care of it (care). This customer-oriented approach presupposes that the whole company is united in pursuing a customer-centric strategy<\/strong>. <\/p>\n

With Customer Care we speak of a proactive approach<\/strong>, which differs from the reactive one of Customer Service.<\/p>\n

But what does it mean in detail? <\/strong><\/p>\n

Proactive approach: the Customer Care strategy<\/h2>\n

\"Difference<\/p>\n

The reactive approach of Customer Service means that the company waits for the customer to contact the support service and only at that point will it respond to their needs. Customer Service therefore plays a passive role of waiting, while it is the customer who has to carry out the action. <\/p>\n

With Customer Care<\/strong>, instead, the approach becomes proactive and involves the deployment of various actions on the part of the company that have as their objective the reduction of the customer’s effort and of the time in finding the information they need.<\/p>\n

The tools of a proactive approach<\/h2>\n

Here are what the main tools used to do Customer Care in the best way are. <\/p>\n

Telephone contact<\/strong><\/p>\n

Telephone support is one of the most important tools of customer assistance. It remains the most used channel through which customers can come into direct contact with the company. The level of speed of the responses of a customer service is the fundamental factor for assessing the work of a company. <\/p>\n

FAQ: frequently asked questions<\/strong><\/p>\n

All websites should provide a section dedicated to FAQs, that is, all the answers to the questions and doubts most frequently posed by customers. Users often find themselves faced with similar issues and in this way they can find the solution autonomously. The design of a self-service Knowledge Base that works allows the company to monitor users’ activity, avoiding the use of the traditional support channels, such as telephone and email. To be effective, the Knowledge Base must integrate in an omnichannel way into all the company channels.<\/p>\n

Email and Newsletter<\/strong><\/p>\n

Email too is a much-used tool for doing customer care, for example through the sending of emails with updates on products\/services or that give information about news or in-depth pieces.<\/p>\n

Like all the other messaging channels, in this case too it is important to always keep an eye on the inbox and respond as promptly as possible. <\/p>\n

One way to take care of the customer is to periodically send a Newsletter to offer added value, such as important information, tips or announcements of special sales. <\/p>\n

Discover how to use Newsletters as a Customer Care strategy<\/a><\/strong><\/p>\n

Live caring and Chatbot<\/strong><\/p>\n

The relationship between brand and customer has evolved over time, modifying its tools and its approach. From telephone support, better known as telemarketing, we have arrived at live caring and futuristic chatbots. <\/p>\n

With the management of instant messaging channels you can offer real-time assistance, using the main social networks and apps. In this way you will be able to benefit from a dedicated resource that will be able to monitor, check and respond in your place, instantly, to your customers’ messages.<\/p>\n

Live caring<\/strong>, understood as assistance via chat, confirms itself as a new way to provide the customer with answers in quick times. The latest innovation in the field of customer care concerns the use of chatbots, software that simulate the conversation with a human being and interact by providing automatic answers, learning new answers with each new dialogue.<\/p>\n

Contact form<\/strong><\/p>\n

Another way to request assistance is to fill in a form. It is a form present on the company’s website that users can fill in, also indicating the type of request. A form structured in the right way is useful to guarantee an initial screening and send the assistance request to the right department. <\/p>\n

Social media<\/strong><\/p>\n

Social media are used by companies for various uses, such as communicating, selling, sharing, receiving reviews, proposing products. But among the uses of Social Networks that a company can make we also find that of “taking care of the customer”. A company present on social media every day finds itself managing private messages, comments and requests. An immediate and constant response is considered a value not to be left unheeded. Social media are transforming customer service, in particular in the call centre sector. Social channels help to reduce the volume of incoming calls, promoting positive customer feedback and offering tools to measure the users’ Sentiment. To avoid problems that could backfire on you, the main rule is to always be available, to respond in a quick, thorough and simple way.<\/p>\n

Assisting the 2.0 consumer<\/h2>\n

The 2.0 consumer is enterprising and looks for fast answers, in real time, and the brands that want to withstand the impact of the competition have to listen to the requests and satisfy them. <\/p>\n

Relying on those who have experience and competence means having the certainty of the correct management of customer care in compliance with the KPIs and an increase in customer satisfaction; all this translates into important economic returns.<\/p>\n

At We Are Fiber<\/strong> we are experts in providing Customer Care services with an omnichannel<\/strong> approach that helps companies collect customers’ requests from all communication channels. <\/p>\n

We are also partners of Zendesk, thanks to whose platform we manage all e-commerce campaigns with the utmost efficiency. By combining our expert human force with the latest technologies we can provide quality outsourcing solutions<\/strong> for your business.<\/p>\n

Do you want to know more about how we manage Customer Care?<\/strong><\/p>\n

Request a consultation<\/a><\/strong>: our experts will analyse your business and propose the best solution to you.<\/p>\n

Email: info@wearefiber.com<\/p>\n

Phone (It): +39 024 210 1122<\/p>\n

Phone (UK): +44 203 870 4408<\/p>\n","protected":false},"excerpt":{"rendered":"

Very often Customer Care and Customer Service are used as synonyms. Nothing could be more wrong. These two terms represent two different approaches in customer assistance. The thin line that distinguishes Customer Service from Customer Care is characterised by the shift from the simple activity of customer service to taking care of it (care). 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