In this way, concepts such as customer success and customer

Support can be understood as the same thing. However, to achieve positive results in such a competitive market, it is essential to understand the difference — and the relationship — between these areas. After all, having a satisfied customer base is excellent for any company, right? The most appropriate way to achieve the expected returns is to offer quality service . To do this, it is necessary to consider what the consumer’s needs and Country Email List challenges are. In other words, success and support go together, but they require specific strategies and approaches. The reasons for this? Simple: a concept is reactive; the other, proactive. Opposites, but they can generate excellent results when worked together. Understand, below, a little more about the importance, differences and how to optimize the areas of customer success and customer support! What is customer success? Customer success is one of the most important concepts for any company today — especially because the level of demand from consumers is increasing, and so is the competition. Therefore, you need to anticipate the challenges and needs of your audience.



Whether offering appropriate products and services, or answering questions before they even arise. In short? It is a proactive strategy focused on understanding a persona 's behavior as much as possible in order to deliver a better experience . It’s about ensuring that any consumer contact with your company results in something positive for them. To make this work, the only way is to think about every step of the customer journey. The key here is to understand that this is work focused on the long term. Not surprisingly, the metrics that must be monitored are linked to loyalty. Retention rate, lifetime value (ltv), churn rate and the use of methodologies such as nps are good examples. The objective is to understand how the customer feels about your business and how the strategies adopted are reflected in lasting results. And how important is customer support? Meanwhile, customer support is part of the actions and strategies that must be implemented to ensure customer success . Do you understand the relationship between the two? One concept is fundamental for the other to work efficiently.







Support, however, focuses on reaction: waiting for a customer request to act . Customer success and customer support whether solving a problem with the contracted product or service, or helping them achieve better performance with a tool, the idea is, in fact, to offer all the support necessary for the customer to resolve their pain . Now, imagine that he got in touch with a question, and your customer service team helped him. What just happened? Customer success! By ensuring that the consumer finds what they are looking for the moment they come into contact with your brand, their level of satisfaction also increases . For this area, receiving feedback from consumers immediately after contact is the best way to understand what is working and what needs to be improved. Support-focused csat (customer satisfaction score) can also provide valuable insights. After all, what are the main differences between the areas? In practice, what are the main differences between customer success and customer support? So you don't have any doubts, we've listed the most relevant ones! Moment of the journey as we said, customer success is an active strategy, through which your company must understand and act in accordance with the interests of your audience . It is present at every step along the customer journey . Meanwhile, customer support is most requested after a conversion, something reactive, serving as a complement to the experience offered.