Customer Service Glossary

A

• Accessibility in Customer Service
• After-sales service in Customer Service
• Agent in Customer Service
• Agent performance in Customer Service
• Agent Reply Template in Customer Service
• AI-powered customer service in Customer Service
• Application Program Interface (API) in Customer Service
• Automated response in Customer Service
• Average First Response Time in Customer Service
• Average Handle Time in Customer Service
• Average Problem Resolution Time in Customer Service
• Average Reply Time in Customer Service
• Average Response Time in Customer Service

B

• Backlog in Customer Service
• Benchmarking in Customer Service
• Billing and invoicing in Customer Service
• Brand in Customer Service
• Brand reputation in Customer Service
• Bug in Customer Service
• Business Hours in Customer Service

C

• Call center in Customer Service
• Canned Response (or, Macros) in Customer Service
• Canned Responses in Customer Service
• Channels in Customer Service
• Chat support in Customer Service
• Chatbot in Customer Service
• Churn in Customer Service
• Click-to-call in Customer Service
• Closed Tickets in Customer Service
• Community Forum in Customer Service
• Community support in Customer Service
• Complaints in Customer Service
• Consumer advocacy in Customer Service
• Consumer behavior in Customer Service
• Consumer protection in Customer Service
• Contact center in Customer Service
• Contact management in Customer Service
• CRM in Customer Service
• CRM software in Customer Service
• CRM(Customer Relationship Management) in Customer Service
• Cross-selling in Customer Service
• CSAT Scores (Customer Satisfaction Score) in Customer Service
• Customer acquisition cost (CAC) in Customer Service
• Customer acquisition in Customer Service
• Customer advocacy in Customer Service
• Customer analytics in Customer Service
• Customer care in Customer Service
• Customer Churn in Customer Service
• Customer education in Customer Service
• Customer Effort in Customer Service
• Customer effort score (CES) in Customer Service
• Customer engagement in Customer Service
• Customer expectations in Customer Service
• Customer experience in Customer Service
• Customer feedback in Customer Service
• Customer journey in Customer Service
• Customer Journey Mapping in Customer Service
• Customer Life Cycle in Customer Service
• Customer Lifetime Value (CLTV) in Customer Service
• Customer lifetime value (CLV) in Customer Service
• Customer loyalty in Customer Service
• Customer onboarding in Customer Service
• Customer outreach in Customer Service
• Customer persona in Customer Service
• Customer portal in Customer Service
• Customer profiling in Customer Service
• Customer relationship management in Customer Service
• Customer retention in Customer Service
• Customer Satisfaction (CSAT) in Customer Service
• Customer satisfaction in Customer Service
• Customer Satisfaction Survey in Customer Service
• Customer segmentation in Customer Service
• Customer Self-service in Customer Service
• Customer service in Customer Service
• Customer service management in Customer Service
• Customer Service Philosophy in Customer Service
• Customer service representative (CSR) in Customer Service
• Customer success in Customer Service
• Customer support in Customer Service
• Customer touchpoint in Customer Service
• Customer-centric in Customer Service

D

• Delivery tracking in Customer Service
• Digital customer service in Customer Service
• Downtime in Customer Service

E

• E-commerce customer service in Customer Service
• Email automation in Customer Service
• Email support in Customer Service
• Empathy in Customer Service
• Escalation in Customer Service
• Escalation management in Customer Service

F

• Feature in Customer Service
• Feedback in Customer Service
• Feedback loop in Customer Service
• First call resolution (FCR) in Customer Service
• First Contact Resolution (FCR) Ratio in Customer Service
• First Contact Resolution Rate (FCRR) in Customer Service
• First Response Time in Customer Service
• Frequently Asked Question (FAQ) in Customer Service
• Frequently Asked Questions (FAQ) in Customer Service

G

• Gamification in Customer Service

H

• Help desk in Customer Service
• Helpdesk software in Customer Service

I

• In-app Support in Customer Service
• Inbound call center in Customer Service
• Incident management in Customer Service
• Interactive Voice Response(IVR) in Customer Service

K

• Key Performance Indicator (KPI) in Customer Service
• Knowledge base in Customer Service

L

• Lifetime Value (LTV) in Customer Service
• Live chat in Customer Service
• Loyalty in Customer Service

M

• Metric in Customer Service
• Multi-Channel Support in Customer Service
• Multichannel support in Customer Service

N

• Net promoter score (NPS) in Customer Service
• New Tickets in Customer Service

O

• Omnichannel customer service in Customer Service
• Onboarding in Customer Service
• Online reputation management in Customer Service
• Online support in Customer Service
• Open Ticket in Customer Service
• Order fulfillment in Customer Service
• Order management in Customer Service
• Outbound call center in Customer Service
• Outsourcing in Customer Service
• Overdue Ticket in Customer Service

P

• Payment processing in Customer Service
• Pending Ticket in Customer Service
• Personalization in Customer Service
• Personalized communication in Customer Service
• Proactive service in Customer Service
• Proactive Support in Customer Service
• Proactiveness in Customer Service
• Product knowledge in Customer Service

Q

• Quality assurance in Customer Service
• Quality management in Customer Service
• Queuing Resolution Time in Customer Service

R

• Reassign in Customer Service
• Resolution Rate in Customer Service
• Response time in Customer Service
• Retention in Customer Service
• Returns management in Customer Service
• Review in Customer Service

S

• Sales support in Customer Service
• Self Service Ratio in Customer Service
• Self-service in Customer Service
• Self-service portal in Customer Service
• Service Culture in Customer Service
• Service level agreement (SLA) in Customer Service
• Service Level Agreement(SLA) in Customer Service
• Service recovery in Customer Service
• Social listening in Customer Service
• Social media customer service in Customer Service
• Social media monitoring in Customer Service
• Subscription management in Customer Service
• Support ticket in Customer Service
• Survey in Customer Service
• Surveys and polls in Customer Service

T

• Technical expertise in Customer Service
• Technical support in Customer Service
• Telephone support in Customer Service
• Text messaging support in Customer Service
• Ticket in Customer Service
• Ticket management system in Customer Service
• Ticket Status in Customer Service
• Ticket tracking in Customer Service
• Time to resolution in Customer Service
• Tone in Customer Service
• Touchpoints in Customer Service
• Training in Customer Service
• Trouble Shooting in Customer Service
• Troubleshooting in Customer Service

U

• Unassigned Ticket in Customer Service
• Upselling in Customer Service
• User Error in Customer Service
• User experience in Customer Service

V

• Virtual assistant in Customer Service
• Virtual support agent in Customer Service
• Voice in Customer Service
• Voice of the customer in Customer Service

W

• Warranty service in Customer Service
• Web chat in Customer Service
• Widget in Customer Service

Z

• Zendesk in Customer Service