---
title: "What is Customer Service And Why Is It Important?"
description: "Customer service is the support provided to customers throughout their journey, aiming to resolve issues and help them get the most from a product or service. The post cites that 93% of customers are likely to make repeat purchases after excellent service, while 80% stopped doing business due to poor experience. Key traits of good service include personalization, fast response times under 10 minutes, and problem resolution. Support teams providing personalized service are twice as likely to report higher customer satisfaction and retention. Different types of customer service include live chat, phone, email, and self-service, each with varying efficiency and personalization."
---

# What is Customer Service And Why Is It Important?

[Intercom](https://yomu.fyi/company/intercom) · Oct 8, 2026

**Type:** Explainer

## Summary

Customer service is the support provided to customers throughout their journey, aiming to resolve issues and help them get the most from a product or service. The post cites that 93% of customers are likely to make repeat purchases after excellent service, while 80% stopped doing business due to poor experience. Key traits of good service include personalization, fast response times under 10 minutes, and problem resolution. Support teams providing personalized service are twice as likely to report higher customer satisfaction and retention. Different types of customer service include live chat, phone, email, and self-service, each with varying efficiency and personalization.

## Takeaways

- 93% of customers are likely to make repeat purchases after excellent customer service, and 80% have stopped doing business due to poor experiences.
- 90% of consumers consider a response within 10 minutes as important, and 90% say getting a resolution is their most important issue.
- Support teams offering personalized service are twice as likely to report increases in customer satisfaction and retention.

## FAQ

### What does customer service mean?

Customer service is the support provided to customers throughout the customer journey to address needs, resolve issues, and help them get the most from a product or service.

### What are three important qualities of customer service?

Speed, accuracy, and personalization. Modern customers expect personalized experiences, problem resolution, and fast response times.

### What is good customer service?

Good customer service is tailored to needs and uses automation for fast, efficient support, meets customers in preferred channels, and ensures personalized, empathetic service.

**Tags:** [Customer Experience](https://yomu.fyi/topic/customer-experience), [Customer Service](https://yomu.fyi/topic/customer-service), [Live Chat](https://yomu.fyi/topic/live-chat), [Personalization](https://yomu.fyi/topic/personalization)

- Source: [Intercom](https://www.intercom.com/blog/what-is-customer-service)
- Source URL: https://www.intercom.com/blog/what-is-customer-service
- Ingested by Yomu: 2026-10-08T21:01:07.752Z

[Read original post](https://www.intercom.com/blog/what-is-customer-service)