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

AI Agent App Store Optimization (ASO)Agent Collision Automated Customer Service Activity Log Autoresponder Automated Customer Service Average Reply Time Average Handle Time Asynchronous Messaging

B

Brand Advocacy BPO

D

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

E

Escalation Management Email Support Entity in Chatbot EOL Support

F

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

G

Gamification Geofencing Great Customer Service

H

Help Desk Human Fallback Help Portal Help Center

I

Issue Classification In-Game Support In-App Purchase Interactive Notifications Intent in Chatbot Intent Classification – Generative AI based Application Issue Routing In-App Support Intelligent Routing In-App Messaging IVR

J

K

Knowledge Management

L

Loyalty Program Lifetime Value

M

Messenger App Mobile Broadcast (Cell Broadcast)Multichannel Support

N

Natural Language Processing Net Promoter Score®

O

Omnichannel Support

P

Q

QuickSearch Bot

R

Revenue Formula Retention Rate Resolution Rate Resolution Time

S

Support Ticket Sales Funnel Sales Cycle Support Operations Social Support Support Portal SDK Service-Level Agreements

T

Touchpoint Ticket Routing Ticket Deflection Ticketing System

U

V

W

Web Chat What is a Live Chat?

X

Y

Z