why do so many companies still confues customer service and customer suport
One team is expected to build relationships.
The other is expected to solve problems fast.
But in many businesses, both are thrown into the same queue, same KPIs, same scripts, and same pressure.
Then leadership wonders why customers feel unheard while agents feel burned out.
Curious how other teams are separating service vs support in 2026, or are most companies still blending both and hoping AI fixes the gap?
u/Magi-Magificient — 8 days ago