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What is customer service? Definition, importance, and tips

The ultimate guide to customer service: what it is, why it's important, and tips for improving it.

By Courtney Gupta, Customer Service Enthusiast

Published May 26, 2021 Last updated June 7, 2022



Customer service can make or break a business. But not everyone agrees on what it is or how to do it well. In this guide, we’ll share how to set your business up for customer service success.



The definition of customer service


Customer service is the act of supporting and advocating for customers in their discovery, use, optimization, and troubleshooting of a product or service. It's also the processes that support the teams in making good customer service happen. The objective of customer service isn’t just to find a quick solution to any one customer problem. It’s to build a long-term rel