{"id":293939,"date":"2022-04-25T19:36:45","date_gmt":"2022-04-25T18:36:45","guid":{"rendered":"https:\/\/nigerianfinder.com\/?p=293939"},"modified":"2022-04-25T19:36:45","modified_gmt":"2022-04-25T18:36:45","slug":"how-is-online-customer-support-different-from-offline-customer-service","status":"publish","type":"post","link":"https:\/\/nigerianfinder.com\/how-is-online-customer-support-different-from-offline-customer-service\/","title":{"rendered":"How is Online Customer Support different from Offline Customer Service?"},"content":{"rendered":"

Customer service experience has always been a priority for businesses, whether online or offline. To be clear, offline customer service refers to a customer service experience in a physical retail store. And both the customer service experiences are obviously different from each other, considering the way that they are carried out. That is not to say that offline stores do not have an online presence, and online markets do not have any physical stores. It all depends on the brand\u2019s business goals. This article will explore how online customer support is different from the traditional customer service experience.<\/p>\n

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Customer Service<\/strong><\/h2>\n

It refers to the kind of service provided to customers by businesses that solve their queries regarding the products or services. In most customer service interactions, customers reach out to the company to make a request, ask questions,\u00a0and file\u00a0complaints. In turn, the company\u2019s customer support rep works quickly to provide expertise, support, and any kind of assistance they need. In short, customer service is about solving the customer\u2019s needs, and they are both available in online and offline customer service.<\/p>\n

Difference between Online and Offline Customer Service<\/strong><\/h2>\n

There is just one principle difference between the two kinds of customer service and that is technology. Technology plays a massive role in differentiating them.<\/p>\n

In any online customer experience, the customer\u2019s shopping experience takes place online. He doesn\u2019t need to have a face-to-face interaction with the brand, which could be an advantage in a way. For instance, Xfinity customer service<\/u><\/a>\u00a0offers online solutions to any queries that customers might have about their products or services, and customers do not have to go to a physical store for that.<\/p>\n

But at the same time, this is disadvantageous for retail stores because they need to constantly build rapport to attract customers to their business. Offline business owners can offer personalized service and gain loyal customers through direct interactions.<\/p>\n

The experience of an unhappy customer at physical retail stores will only be witnessed by two or three other customers at the store. Retail store owners can quickly cover it up with discounts and promotions. But on the internet, retail store owners are at a disadvantage. When an unhappy customer posts a bad review about any brand, that review is there on the internet for the whole world to see and there is no way for online brands to recover from that.<\/p>\n

Moreover, online customer service relies on technology to carry out interactions with the customers. For instance;<\/p>\n