Shopify For Dummies

Chapter 7

What’s the Difference? Customer Service and Customer Experience

IN THIS CHAPTER

Connecting with your customers

Measuring customer service and customer experience

Optimizing customer experience

Customer service (sometimes referred to as CS) forms part of your online store’s overall customer experience (or CX). Customer service relates specifically to the way in which a business communicates with its customers, particularly when an enquiry or issue needs to be resolved, while customer experience relates to every interaction a customer has with a business. The overarching goal of an ecommerce business is to continuously strive to improve its customer experience as this leads to the acquisition and retention of customers.

By the end of this chapter, you’ll have a good understanding of the different channels of communication that Shopify allows you to add to your store, and how to add them. You’ll also discover how to set up customer service metrics (otherwise known as key performance indicators, or KPIs) to help you optimize the quality of the service that you’re offering your customers, and use customer satisfaction (CSAT) surveys to help you better understand your customers’ ...