Customer Service Glossary

A Activity Log Agent Collision Asynchronous Messaging Automated Customer Service Autoresponder Average Handle Time Average Reply Time

B BPO Brand Advocacy

C Change Management Chat Service Chatbot Churn Rate Contact Center Conversational UI Conversational UX CRM System Customer Acquisition Customer Acquisition Cost Customer Case Management Customer Engagement Customer Experience Customer Journey Customer Onboarding Customer Portal Customer Retention Customer Satisfaction Customer Segmentation Customer Segmentation Software Customer Service Customer Service Automation Customer Service Benchmarking Customer Service Representative Customer Success Manager Customer Support

D Deep Learning vs. Machine Learning Deep Linking Digital Customer Service Downtime

E Email Support Entity in Chatbot EOL Support Escalation Management

F FAQ Feedback Loop First Call Resolution First Contact Resolution Rate First Response Time

G Gamification Geofencing Great Customer Service

H Help Center Help Desk Help Desk Help Portal Human Fallback

I In-App Messaging In-App Purchase In-App Support In-Game Support Intelligent Routing Intent Classification Intent in Chatbot Interactive Notifications Issue Classification Issue Routing IVR

J

K Knowledge Base Knowledge Management

L Lifetime Value Live Chat

M Messenger App Mobile Broadcast Multichannel Support

N Natural Language Processing Net Promoter Score®

O Omnichannel Support

P Push Message

Q QuickSearch Bot

R Resolution Rate Resolution Time Retention Rate Revenue Formula

S Sales Cycle SDK Service-Level Agreements Social Support Support Operations Support Portal

T Ticket Routing Ticketing System Touchpoint

U Universal App

V

W Web Chat

X

Y

Z