Customer Service vs. Customer Support: Key Differences Explained

TL;DR Summary Customer service is the full-journey relationship strategy ecommerce brands use to build loyalty, while customer support is the reactive subset that resolves specific post-purchase issues. Confusing the two functions forces loyal customers into standard SLA queues, directly driving preventable churn. Research on retention economics shows that improving retention by just 5% can increase profits by 25% to 95%.