Although the two are often used interchangeably, customer support is not synonymous with customer service – the latter being an umbrella term for all interactions that encompass the overall customer experience and help shape a person’s relationship with the company.nnCustomer service 2, the broader umbrella term, typically refers to all types of customer-facing activities, those that often are non-technical in nature. An essential part of this is the sales process for many products. Customer service is directly related to the customer experience, and is comprised of roles such as a sales associate at a department store, or a barista at a cafe. Customer service is all about adding 3 value by helping customers to make the most of a business’ products or services, and customer support is just one subset of this.