Unleash infinite possibilities with YellowG, an industry-first generative AI-powered platform!

10 mins read

Customer experience vs. customer service – What’s the difference?

Published: September 07, 2023
Updated: September 07, 2023
Customer experience vs. customer service – What’s the difference?

Ever heard the famous words by Maya Angelou? “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Now, swap out ‘people’ for ‘customers’, and you’ve just described the essence of customer experience in a nutshell.

According to a recent report by Forrester, companies that excel in customer experience have 1.7 times higher customer retention rates and are 1.6 times more profitable than companies that don’t. Makes you think, doesn’t it?

You might be wondering, ok but my business already has a customer support team! Isn’t that the same thing? If you’ve been scratching your head trying to distinguish these two, don’t worry. You’re not alone. Many business leaders mix them up all the time. Stick with me, and by the end of this blog, you’ll know what’s the difference between customer experience vs. customer service like you know the lyrics to your favorite song.

What is customer service?

You know this one. But let’s picture this for the sake of clarity: A customer walks up to a counter with a puzzled look, or maybe you’ve heard that signature “ding” indicating a new message in your support chat. These are the moments where customer service comes into play. In simple terms, customer service is the direct one-on-one interaction between the consumer and the representative of the organization. It’s the email reply to a query, the troubleshooting call about a product, or the in-person interaction that can make or break a customer’s opinion about your brand.

Read more on: Conversational AI for Customer Service

Customer service is often reactive; it kicks in when a customer has a question, a problem to solve, or a complaint to voice. So why does customer service get so much attention? Because it’s where the rubber meets the road. Your customer service teams are your brand ambassadors, the human faces and voices that your customers interact with. And let’s not forget, according to a report by American Express, 7 out of 10 U.S. consumers say they’ve spent more money to do business with a company that delivers great service.

So, yeah, it’s a big deal—but it’s not the whole picture.

What is customer experience (CX)?

Customer experience is a bit like a movie script; it has a beginning, middle, and an end, but it’s so much more than just the sum of its parts. CX encompasses every touchpoint your customer has with your brand, starting from the moment they first hear about you, to the purchasing process, and beyond. In essence, it’s the holistic perception customers form based on their interactions with your brand across various channels—be it online, in a store, or over the phone.

Read more on: Conversational AI for Customer Experience

According to a study by Gartner, 81% of companies expect to compete mostly or entirely on the basis of customer experience.

Let’s not forget that we’re in an age where customers have more options than ever before. What this means is that customers aren’t just buying a product or service, they’re investing in an entire experience that begins long before a purchase and extends well beyond it. From the initial Google search, browsing your website, reading reviews, to making a purchase and receiving after-sales support, every point in this journey matters. It’s like piecing together a puzzle; each piece, no matter how small, contributes to the final image, which in this case, is the overall impression a customer has of your brand.

While customer service is a significant part of the customer experience, CX is broader. It includes elements like your website’s user interface, the quality of your product, how easy it is for customers to find what they’re looking for, and even how they feel about what your brand stands for. Unlike customer service, which is reactive, customer experience is proactive. You’re setting the stage, choosing the props, and directing the actors—all to make sure the customer’s journey feels like a critically acclaimed blockbuster.

Customer service vs customer experience: Understanding key differences

Key differences between customer experience and customer service

Scope: Single interaction vs entire journey

Imagine customer service as a single chapter in a book and customer experience as the entire book itself. This may involve one or many interactions but is isolated to that particular need or problem. Customer experience, however, involves the sum total of all chapters, from the introduction to the conclusion and every plot twist in between.

Metrics: Immediate satisfaction vs long-term value

The main metrics for customer service are things like first-call resolution, waiting times, and customer satisfaction scores on the service received. For customer experience, metrics are more comprehensive and long-term, like Net Promoter Score (NPS), Customer Lifetime Value (CLV), and overall satisfaction across multiple interactions.

Approach: Reactive vs proactive

Customer service is generally reactive and often transactional; it’s about resolving issues, answering questions, and meeting immediate needs. Customer experience is proactive and relational. You’re not just putting out fires; you’re creating an environment where fires are less likely to start.

The experience spectrum: Single department vs entire organization

Customer service usually falls under the purview of a specific department. Customer experience, however, is an organization-wide responsibility that requires alignment across departments—from marketing and sales to customer support and even R&D.

Customer service Vs customer experience

AspectCustomer serviceCustomer experience
ScopeSpecific point in the journeyEntire journey
MetricsFirst-call resolution, waiting timesNPS, CLV
ApproachReactive, transactionalProactive, relational
Organizational reachSpecific departmentEntire organization

Understanding these key differences is critical to elevating your brand’s overall relationship with its customers. You’re not just solving problems; you’re creating a holistic experience that can turn occasional customers into lifelong advocates.

Customer experience and customer service are different, but both are important

How customer journey and customer service are related

It’s tempting to think of customer service as just a small piece of the customer experience pie, but that’s like saying the engine is just a small part of the car. Sure, you need more than an engine to get where you’re going, but try getting there without one.

Customer service is the engine that powers the larger journey of customer experience. When it’s running smoothly, the journey is seamless. When it’s not, well, you’re not going anywhere fast.

The beauty of customer service is its immediacy. If there’s a problem, a good customer service interaction can fix it, often leaving the customer even more loyal to the brand than they were before. The broader customer experience, however, includes every touchpoint that a customer has with your brand—from the first ad they see to the moment they use your product or service. It’s this holistic perspective that shapes long-term relationships and builds brand loyalty.

So yes, while customer service and customer experience serve different roles and functions, they’re both critical to the health and success of your business. Just like you can’t have a car without an engine, you can’t have a complete customer experience without exceptional customer service.

To excel in today’s hyper-competitive marketplace, it’s essential to not only meet but exceed expectations in both arenas. By doing so, you’ll not only create satisfied customers but also turn them into loyal advocates for your brand.

How to succeed at customer service & customer experience

The secret sauce for success in both customer service and customer experience is surprisingly simple: listen, adapt, and continually improve.

If you’re doing customer service right, you’re quickly resolving issues, exceeding expectations, and leaving the customer with a positive impression. It’s all about resolving the immediate need and making the customer feel valued.

Now, for customer experience, think of it as a movie director would—every scene (or interaction) counts, but it’s the entire film (or customer journey) that leaves the lasting impression.

Here you’ll want to optimize each touchpoint to contribute to a positive overarching experience. Make use of customer data and analytics to personalize interactions, and always be asking for feedback to know where you can improve.

We live in an era where technology isn’t just an advantage; it’s a necessity. And for those in the trenches of customer service and experience, the stakes are higher than ever. Customers aren’t just hoping for efficiency and personalized service; they’re expecting it. The silver bullet? Harnessing the power of AI and automation to meet and exceed those expectations.

Use AI to personalize at scale:

Imagine being able to give each of your customers personalized advice, product recommendations, or even proactive service alerts. With machine learning algorithms, you can offer this kind of targeted service at scale. This isn’t just good for the customer experience; it’s also a game-changer for upselling and cross-selling opportunities.

Automate the routine, focus on the unique:

Chatbots and automated service options handle routine queries, freeing up your human agents to deal with more complex issues that require a personal touch. This efficiency gains you not only reduced operational costs but also more satisfied customers.

AI-powered analytics for actionable insights:

Use advanced analytics to not just collect data but to interpret it in a way that gives you actionable insights. Understand customer behavior, identify patterns, and predict future needs before the customer even articulates them.

Round-the-clock availability through automation:

With AI-driven systems, you can offer 24/7 support without the 24/7 manpower. For the customer, this means quicker resolutions and better experience. For you, this means a significant cut in overhead costs.

Empathy always:

In both customer service and customer experience, the power of empathy is unparalleled. Even as AI and automation are becoming increasingly sophisticated, remember that the human touch remains irreplaceable. That said, AI technology has advanced to the point where it can detect emotional nuances in customer interactions, enabling more human-like conversations. This adds a layer of personalized empathy not just in customer service but throughout the customer’s entire journey with your brand. By employing AI that can engage customers in the channels and languages they prefer, you offer a seamless, emotionally intelligent experience from start to finish.

Your customers expect more—more accessibility, more responsiveness, and more understanding. To meet these escalating expectations, you need a powerhouse platform that’s up for the challenge. That’s where Yellow.ai’s Conversational Service Cloud enters the picture. The Conversational Service Cloud suite of solutions is powered by our Dynamic Automation Platform (DAP). Here’s why it’s your golden ticket for excelling in both customer service and experience.

Revolutionize support, cut costs:

DAP, you can automate up to 60% of customer queries within the first 30 days. Imagine reducing operational costs by 60% while simultaneously boosting customer satisfaction by 40%. The math is simple; the impact is profound.

Speak their language, literally:

DAP isn’t confined to just one or two platforms or languages. It’s a global citizen, supporting 135+ languages and integrating across 35+ text and voice channels. Because let’s face it, customer experience is universal, but the language isn’t.

Unlock productivity gains:

Agent productivity can shoot up by 50% with Yellow.ai’s suite of advanced tools like DocCog, a cognitive knowledge search engine. Deploy DynamicNLP™ and OpenAI API models to free up your agents from routine queries, letting them focus on complex customer needs.

Fast-track resolutions:

DAP employs some of the industry’s most advanced AI models, including ChatGPT, GPT-3.5, and Jurassic-1. The result? Speedier resolutions and higher deflection rates, making your service as efficient as it is effective.

2x speed to launch:

Building your AI-driven customer support and experience systems is a breeze with Yellow.ai’s Dynamic Conversation Designer. It offers an intuitive interface and automated workflows, enabling you to go live 2X faster than competitors.

Measure what matters:

The platform not only provides 20+ real-time actionable insights but also guides you in making data-driven decisions. Track KPIs like deflection rate, goal completion rate, and first response time to continuously refine your customer strategies.

Continuous learning for continuous excellence:

One of the standout features is DAP’s multi-LLM continuously learning AI system. It harnesses data from over 2 billion conversations to deliver immediate, tailored support with industry-leading accuracy.

So, if you’re all about future-proofing your investments and doing more with less, it’s time to book a demo with Yellow.ai. Revolutionize your customer service and experience in a way that’s measurable, scalable, and—most importantly—genuinely impactful.


“You’ve got to start with the customer experience and work back toward the technology, not the other way around.” – Steve Jobs

Let’s face it, we’re at a turning point. The line between customer service and customer experience has never been more blurred, and that’s a good thing. It means we’re looking at the entire customer journey, from start to finish, and realizing the myriad ways we can make it better. The real magic happens when we combine this tech with a deep-rooted sense of empathy. Businesses that understand this are the ones that will thrive. That’s where conversational AI and AI-powered automations come in the picture.

If you’re looking to get a leg up, platforms like Yellow.ai offer the kind of robust, AI-driven solutions that can help. Whether it’s automating routine queries or gaining actionable insights into customer behavior, the right tools can make all the difference. So, are you ready to up your game?

Don’t just meet your customers’ expectations—exceed them

The future of customer service and experience is already here; it’s just a matter of grabbing it using AI-powered automation.
Conversational marketing chatbots - Yellow.ai

We've been called gamechangers for a reason.

The most trusted & award-winning AI platform out there.
This site is registered on wpml.org as a development site.