They do sound quite similar, but there is a difference. Scott McBain explains: “Customer Support usually provides after-sales service. Customer Experience encompasses every contact a customer has with the company, whether through reaching out to sales, receiving an invoice from accounting, talking with our team for technical support or other.”
It’s a combination of vision and today’s technology. Scott McBain: “Ver-Mac’s vision is to offer
value through all the services we offer, not solely through our products. We want to make Ver-Mac a more customer-centric company across the board.” As such, Customer Experience deals with every department to help improve and fine-tune the customer experience at every touchpoint.
So, what is the link with technology? “Today, technology is evolving and moving very quickly. Staying on top of these dynamic changes can improve the customer experience. For example, technology can offer customers the ability to see their order’s status, access a personalized customer portal, or benefit from online training. Customers now look for
speed, ease, and personalization.”
We hope our customers will enjoy their always-improving Customer Experience.
