Customer care: what is it and how does it work?

Customer care is a fundamental element for any company looking to thrive. Whether online or offline, in e-commerce or a traditional company, the way you treat your customers can make the difference between success and failure. Invest in customer care, and you will see results.

What is customer care?

Customer care, also known as customer support, is the process through which a company addresses the needs and requests of its customers. It involves

  • creating a positive customer experience,
  • answering questions,
  • solving problems,
  • ensuring that the customer feels valued and satisfied.


The importance of online customer care

In today’s digital world, online customer care is essential. Customers seek answers to their questions on the internet and social media. Good online customer care means being present on these channels, responding promptly to customer requests, and managing the company’s online reputation.

Customer care in e-commerce

In e-commerce, customer care is even more crucial. Online customers cannot physically touch products, so they need detailed information and support to make informed decisions. Effective e-commerce customer care can increase conversions and customer loyalty.

Examples of customer care

Here are some examples of good customer care:

  • responding to customer emails within 24 hours,
  • providing telephone support during business hours,
  • providing clear instructions on products,
  • offering a hassle-free return service.


All of this contributes to creating a positive impression of the company.

In confirmation of this, a report by Gartner, an international consulting firm, found that:

  • 72% of consumers are willing to pay more for an excellent customer service experience;
  • 82% of them are more likely to make repeat purchases with a company
  • 80% are willing to recommend it to others.


These data are important, especially because acquiring a new customer is between 5 and 25 times more costly than retaining and loyalty of existing customers.

Corporate customer care

Even in companies, customer care is essential. Employees must be trained to handle customer requests professionally and efficiently. Corporate customer care can improve the company’s reputation and increase customer satisfaction.

Customer care vs. customer service: the difference

The terms “customer care” and “customer service” are often used interchangeably, but there is a subtle difference.

Customer care involves attention and empathy towards the customer, while customer service focuses on practical problem resolution. Both are important, but customer care goes beyond.

How to implement good customer care

To implement good customer care, it is necessary to train staff, create clear procedures for handling customer requests, and invest in technological tools that facilitate communication