Is customer success same as customer support?

No, customer success and customer support are not the same things in the context of Freshdesk or any other customer service software. Customer support typically refers to the process of resolving customer issues or inquiries through various channels such as email, phone, chat, social media, etc. The primary goal of customer support is to assist customers with their queries and concerns in a timely and effective manner. On the other hand, customer success is a broader term that encompasses the entire customer journey, from the initial onboarding to ongoing engagement and retention. The primary goal of customer success is to ensure that customers achieve their desired outcomes and achieve long-term success with the product or service. In the context of Freshdesk, the software includes features that support both customer support and customer success. For example, Freshdesk includes a ticketing system to manage customer support inquiries and also offers customer success tools such as customer segmentation, engagement analytics, and customer satisfaction surveys.