Customer Support vs. Customer Success

Punch Financial
4 min readAug 4, 2022


An entrepreneur works in front of several monitors.

Customer support and customer success are two terms that are often used interchangeably. However, there is a difference between the two. Customer support is focused on providing assistance to customers who are having problems with a product or service. Customer success, on the other hand, is focused on helping customers achieve their desired outcomes. In other words, customer support is about solving problems, while customer success is about ensuring that customers are able to get the most out of your product or service. While both customer support and customer success are important, many businesses are beginning to focus more on customer success. This is because it’s more efficient and cost-effective to help customers achieve their goals than it is to constantly be putting out fires. Additionally, happy customers are more likely to stay with a product or service, and they’re also more likely to recommend it to others. So, if you want to create a loyal customer base and increase word-of-mouth marketing, focus on creating a great customer success strategy.

How to Ensure Customer Success

There are a few key things you can do to ensure your customers are successful:

  1. Make sure they have a clear understanding of what your product or service can do for them.
  2. Help them set realistic goals and expectations.
  3. Provide them with the resources and support they need to be successful.
  4. Continually measure and track their progress.
  5. Make adjustments as needed to ensure they continue to be successful.

Customer success is a key part of any business, and it’s something you should always be striving for. By ensuring your customers are successful, you’ll not only improve their satisfaction and loyalty, but you’ll also boost your bottom line.

What is The Difference Between Customer Support and Customer Success?

Customer support is the process of providing assistance to customers who are using a company’s products or services. This can include helping with technical issues, answering customer questions, and resolving complaints. Customer support is an important part of any business, as it can help to build customer loyalty and keep them coming back for more. It can also be a great way to learn about what customers want and need from your company. There are many different ways to provide customer support, including phone support, email support, live chat support, and social media support. The best way to provide customer support will vary depending on the type of business and the products or services you offer. It’s important to always provide excellent customer service, no matter how you do it. This means being polite, patient, and helpful at all times. It’s also important to keep up with new customer support technologies and trends so that you can offer the best possible experience to your customers.

Ways to Provide Customer Support

There are many ways to provide customer support. Some examples include providing phone support, online chat support, email support, or even in-person support. One way to provide customer support is through a phone line. This allows customers to call in and speak to a representative who can help them with their issue or question. Another way to provide customer support is through online chat. This allows customers to chat directly with a representative in real time. This is often faster and more convenient than waiting on the phone. Email support is another option for providing customer support. Customers can email their questions or concerns and receive a response back from a representative. This can be helpful for those who do not have time to wait on the phone or who prefer to communicate in writing. In-person support is also an option for some businesses. This involves having a representative meet with the customer in person to help them with their issue or question. This can be helpful for those who need more personal assistance or who live in a remote area. No matter what type of customer support you provide, it is important to be responsive and helpful. Your goal should be to resolve the issue or answer the question as quickly and efficiently as possible. By providing excellent customer support, you will create loyal customers who are more likely to do business with you again in the future.

What Does Customer Success Look Like?

  1. A customer who switched to a new product and had great results
  2. A customer who was able to increase their sales after using a new marketing strategy
  3. A customer who was able to improve their operations after implementing a new software solution
  4. A customer who was able to reduce their costs after implementing a new process
  5. A customer who was able to improve their customer satisfaction after implementing a new service
  6. A customer who was able to improve their employee satisfaction after implementing a new HR strategy
  7. A customer who was able to increase their profits after implementing a new business model



Punch Financial

Outsourced finance, bookkeeping, & CFO solutions for #startups! Our clients included Honey, Lootcrate, Kangarootime, Boulevard, and many more.