# What is Customer Service?

What is Customer Service? Every post-purchase interaction — questions, complaints, issues. Channels: chat, phone, email, WhatsApp.

## How it works in practice

A customer who received exceptional service tells 11 people. Bad service — 15. In the review era, every interaction is a chance to build or destroy your reputation.

## Related metrics

- NPS — service is the most significant driver
- LTV — good service means repeat purchases and high LTV
- Chargeback — bad service leads to chargebacks
- Helpdesk — the tool for managing service

## Common misconception

'Customer service is a cost.' It's an investment. $1,400/month in excellent service can raise NPS by 40 points and repeat rate to 45% — an investment in growth.

## How to fix it

Service falling short? (1) CSAT — survey after every interaction, (2) first response time — target under 4 hours, (3) resolution time — under 24 hours, (4) volume by reason — 40% asking 'where's my order' means improve tracking.

## Real-world example

A jewelry store: 180 inquiries/month, 60% about 'order status.' Automatic SMS with shipment tracking cut inquiries to 80/month. CSAT rose from 74% to 91%.

## Where to start

Set a clear SLA: maximum response time, resolution time, and escalation path. CSAT after every interaction. Benchmark: above 85%.

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Category: Customer Experience · From the [Jimmy OS KPI Glossary](https://jimmy-os.com/glossary/kpi.md) · Source page: https://jimmy-os.com/glossary/kpi/customer-service