Customer service is the support provided for a product/service to customers who are encountering issues. On the other hand, customer experience is the overall perception of a brand as a result of customer support interactions by the agents throughout the support journey.
A positive customer experience is crucial for building customer loyalty, driving repeat business, and attracting new customers through positive word-of-mouth. A negative customer experience, on the other hand, can damage a company's reputation and lead to lost revenue.
To improve customer experience, businesses often focus on understanding and meeting customer needs and expectations, providing personalized experiences, and continuously gathering feedback to make improvements. This may involve using tools such as customer surveys, analytics, and customer journey mapping to gain insights into the customer experience and identify areas for improvement.