Capterra Glossary
CSS (Customer Service and Support)
CSS is the department responsible for managing consumer complaints, problems, and inquiries. It also supports customers after they have purchased a product or service by answering questions about products, troubleshooting technical problems, solving issues such as late shipments or malfunctioning products. CSS teams might communicate with customers face-to-face or via phone, email, live chat, social media, and other technologies.
What Small and Midsize Businesses Need to Know About CSS (Customer Service and Support)
An SMB might want to assemble a CSS team to manage customer expectations, solve complaints, improve its reputation by caring about their customers, and moving more consumers through its sales and marketing pipelines. Customer service and support are two of the most critical functions for SMBs because retaining customers often leads to business growth.