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Lifetime value is a term often used in marketing to describe the ROI (return on investment) an organization gets from a customer over the lifetime of that customer’s relationship with the company — the net profit the entire relationship will accrue. While it can be hard to derive, lifetime value is an important metric because…

A customer support portal, or web support portal, is a self-serve, web-based customer service tool customers can use to get help quickly. Support portals enable customers to find information, request support and resolve issues online easily and autonomously. Why Do Support Portals Matter in Customer Service? The best place to help your customers is within…

A customer portal is a website designed to give current customers access to services and information they need. It’s usually private and secure, requiring log-on. It may contain account information, payment information, case information,  account history, downloadable digital files, access to support mechanisms, and the means for customers to upload information. Essentially, a customer portal…

A Help Center is a website where customers can find answers to their questions and solutions to their problems. Designed to resolve many common queries that a brand receives, a Help Center should make it simple for customers to find the answers they’re looking for. Good Help Centers are well organized and carefully presented, making…

A help desk is a service a company offers to support computer users and offer technical advice. Most technology companies have traditionally had help desks, but today, nearly every company is a technology company. For this reason, help desks have become common at all types of companies. They serve to provide answers to customer issues…

A knowledge base is a store of information customers or customer service workers can draw upon to learn more or solve a problem with a service or product. It’s an online library that contains every iota of information about your products and services, typically in the format of short articles customers and users can read…

Intelligent routing, also known as skills-based routing or smart routing, is a critical technology in contact centers. It’s the system that directs all incoming customer queries — via phone, email, messaging, chat, or any other channel — to the correct solution or agent. Done well, intelligent routing makes customer service organizations more efficient and economical. Done…

Issue classification means assigning customer service issues to the appropriate teams, agents, and channels in order to ensure the most effective and speedy outcome. Issue classification makes customer service organizations more effective by optimizing resource utilization.  Why Does Issue Classification Matter to Customer Service? Being transferred among numerous agents and forced to wait on hold…

In-app support allows customers to interact with your customer service team and QuickSearch Bots within your app, with a familiar messaging interface that mimics the way users are used to communicating on many channels. Why Does In-App Support Matter to Customer Service? Enabling customers to reach you right within your app makes for better user…

A QuickSearch Bot is a chatbot that is an automated, often AI-driven software programs that work in tandem with a customer service team to answer customer questions and potentially route customer queries. They often simulate human conversation, although they’re not necessarily intended to fool the customer, but to provide a natural, inline flow of conversation…