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Customer Service Glossary

Your go-to resource to brush up on your customer service vocabulary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

A

Agent CollisionAutomated Customer ServiceActivity LogAutoresponderAutomated Customer ServiceAverage Reply TimeAverage Handle TimeAsynchronous Messaging

B

Brand AdvocacyBPO

C

Chat ServiceConversational AICustomer NeedsContact Center as a Service (CCaaS)Customer EngagementCustomer SegmentationCustomer Segmentation SoftwareCustomer RetentionCustomer Acquisition CostCustomer Success ManagerCustomer AcquisitionCustomer SupportCustomer ServiceConversational UXCRM SystemConversational UICustomer Service BenchmarkingChurn RateCustomer JourneyCustomer OnboardingCustomer PortalCustomer Service Knowledge BaseCustomer Case ManagementChange ManagementContact CenterCustomer ExperienceCustomer SatisfactionCustomer Service Representative

D

Digital TransformationDeep Learning vs. Machine LearningDowntimeDigital Customer Service

E

Escalation ManagementEmail SupportEntity in ChatbotEOL Support

F

FAQFirst Response TimeFeedback LoopFirst Contact Resolution RateFirst Call Resolution

G

GeofencingGreat Customer Service

H

Help DeskHelp PortalHelp Center

I

Issue ClassificationIntent in ChatbotIntent ClassificationIssue RoutingIntelligent RoutingIVR

J

K

Knowledge Management

L

Loyalty ProgramLifetime ValueLive Chat

M

Messenger AppMultichannel Support

N

Natural Language ProcessingNet Promoter Score®

O

Omnichannel Support

P

Q

QuickSearch Bot

R

Revenue FormulaRetention RateResolution RateResolution Time

S

Support TicketSales FunnelSales CycleSupport OperationsSocial SupportSupport PortalService-Level Agreements

T

testtesttestTicket RoutingTouchpointTicket DeflectionTicketing System

U

Universal App

V

W

What is an Agent SOP?What is Tiered Support?What is Tone of Voice in AI?What is an AI Concierge (VIP Player Care)?What is PII Redaction?What is AI Red Teaming?What is Kernel-Level Anti-Cheat?What is EOMM (Engagement Optimized Matchmaking)?What is an HWID Ban?What is ARPPU?What is Inting?What is a Multi-Agent System?What is New-Player Onboarding?What is Prompt Injection?What are AI Guardrails?What is an AI Hallucination?What is LiveOps?What Is AI Containment Rate?What is Contact Rate?What is a Whale in gaming?What is Player Feedback?What is a Player Community?What is Player Engagement?What is Gamification?What is an AI Agent?What is In-Game Support?What is App Store Optimization (ASO)?What is Mobile Broadcast?What is an In-App Purchase?What are Interactive Notifications?What is Human Fallback?Web ChatWhat is In-App support?What is a ChatbotWhat is In-App Messaging?What is an SDK?What is Deep Linking?What is a Push Message?

X

Y

Z

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