{"id":109,"date":"2022-02-24T20:24:55","date_gmt":"2022-02-25T04:24:55","guid":{"rendered":"https:\/\/www.helpshift.com\/?page_id=109"},"modified":"2024-04-04T22:38:52","modified_gmt":"2024-04-05T05:38:52","slug":"glossary","status":"publish","type":"page","link":"https:\/\/www.helpshift.com\/glossary\/","title":{"rendered":"Glossary"},"content":{"rendered":"<style>.kb-row-layout-id109_621185-9a > .kt-row-column-wrap{align-content:start;}:where(.kb-row-layout-id109_621185-9a > .kt-row-column-wrap) > .wp-block-kadence-column{justify-content:start;}.kb-row-layout-id109_621185-9a > .kt-row-column-wrap{column-gap:var(--global-kb-gap-md, 2rem);row-gap:var(--global-kb-gap-md, 2rem);padding-top:100px;padding-bottom:100px;grid-template-columns:minmax(0, 1fr);}.kb-row-layout-id109_621185-9a > .kt-row-layout-overlay{opacity:0.30;}@media all and (max-width: 1024px){.kb-row-layout-id109_621185-9a > .kt-row-column-wrap{grid-template-columns:minmax(0, 1fr);}}@media all and (max-width: 767px){.kb-row-layout-id109_621185-9a > .kt-row-column-wrap{grid-template-columns:minmax(0, 1fr);}}<\/style><div class=\"kb-row-layout-wrap kb-row-layout-id109_621185-9a alignnone wp-block-kadence-rowlayout\"><div class=\"kt-row-column-wrap kt-has-1-columns kt-row-layout-equal kt-tab-layout-inherit kt-mobile-layout-row kt-row-valign-top\">\n<style>.kadence-column109_6ae1d3-e4 > .kt-inside-inner-col,.kadence-column109_6ae1d3-e4 > .kt-inside-inner-col:before{border-top-left-radius:0px;border-top-right-radius:0px;border-bottom-right-radius:0px;border-bottom-left-radius:0px;}.kadence-column109_6ae1d3-e4 > .kt-inside-inner-col{column-gap:var(--global-kb-gap-sm, 1rem);}.kadence-column109_6ae1d3-e4 > .kt-inside-inner-col{flex-direction:column;}.kadence-column109_6ae1d3-e4 > .kt-inside-inner-col > .aligncenter{width:100%;}.kadence-column109_6ae1d3-e4 > .kt-inside-inner-col:before{opacity:0.3;}.kadence-column109_6ae1d3-e4{position:relative;}@media all and (max-width: 1024px){.kadence-column109_6ae1d3-e4 > .kt-inside-inner-col{flex-direction:column;}}@media all and (max-width: 767px){.kadence-column109_6ae1d3-e4 > .kt-inside-inner-col{flex-direction:column;}}<\/style>\n<div class=\"wp-block-kadence-column kadence-column109_6ae1d3-e4 inner-column-1\"><div class=\"kt-inside-inner-col\"><style>.wp-block-kadence-advancedheading.kt-adv-heading109_a71533-79, .wp-block-kadence-advancedheading.kt-adv-heading109_a71533-79[data-kb-block=\"kb-adv-heading109_a71533-79\"]{text-align:center;font-size:50px;line-height:1.1em;font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading109_a71533-79 mark, .wp-block-kadence-advancedheading.kt-adv-heading109_a71533-79[data-kb-block=\"kb-adv-heading109_a71533-79\"] mark{font-style:normal;color:#f76a0c;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}<\/style>\n<h1 class=\"kt-adv-heading109_a71533-79 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading109_a71533-79\">Customer Service Glossary<\/h1>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading109_e7d625-5e, .wp-block-kadence-advancedheading.kt-adv-heading109_e7d625-5e[data-kb-block=\"kb-adv-heading109_e7d625-5e\"]{text-align:center;font-size:22px;line-height:1.3em;font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading109_e7d625-5e mark, .wp-block-kadence-advancedheading.kt-adv-heading109_e7d625-5e[data-kb-block=\"kb-adv-heading109_e7d625-5e\"] mark{font-style:normal;color:#f76a0c;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}<\/style>\n<p class=\"kt-adv-heading109_e7d625-5e wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading109_e7d625-5e\">Your go-to resource to brush up on your customer service vocabulary<\/p>\n<\/div><\/div>\n\n<\/div><\/div>\n\n<style>.kb-row-layout-id109_f2e159-fd > .kt-row-column-wrap{align-content:start;}:where(.kb-row-layout-id109_f2e159-fd > .kt-row-column-wrap) > 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kt-row-valign-top kb-theme-content-width\">\n<style>.kadence-column109_7633da-77 > .kt-inside-inner-col,.kadence-column109_7633da-77 > .kt-inside-inner-col:before{border-top-left-radius:0px;border-top-right-radius:0px;border-bottom-right-radius:0px;border-bottom-left-radius:0px;}.kadence-column109_7633da-77 > .kt-inside-inner-col{column-gap:var(--global-kb-gap-sm, 1rem);}.kadence-column109_7633da-77 > .kt-inside-inner-col{flex-direction:column;}.kadence-column109_7633da-77 > .kt-inside-inner-col > .aligncenter{width:100%;}.kadence-column109_7633da-77 > .kt-inside-inner-col:before{opacity:0.3;}.kadence-column109_7633da-77{position:relative;}@media all and (max-width: 1024px){.kadence-column109_7633da-77 > .kt-inside-inner-col{flex-direction:column;}}@media all and (max-width: 767px){.kadence-column109_7633da-77 > .kt-inside-inner-col{flex-direction:column;}}<\/style>\n<div class=\"wp-block-kadence-column kadence-column109_7633da-77 inner-column-1\"><div class=\"kt-inside-inner-col\"><style>.kt-post-loop109_f1b9b6-51 .kadence-post-image{padding-top:0px;padding-right:30px;padding-bottom:10px;padding-left:0px;}.kt-post-loop109_f1b9b6-51.kb-filter-enabled .kt-post-grid-layout-grid-wrap .kt-post-masonry-item{padding-left:15px;padding-right:15px;}.kt-post-loop109_f1b9b6-51 .kt-post-grid-layout-masonry-wrap{margin-left:-15px;margin-right:-15px;}.kt-post-loop109_f1b9b6-51.kb-filter-enabled .kt-post-grid-layout-grid-wrap .kt-post-masonry-item{padding-bottom:30px;}.kt-post-loop109_f1b9b6-51 .kt-post-grid-wrap{gap:30px 30px;}.kt-post-loop109_f1b9b6-51 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0);border-top-width:0px;border-right-width:0px;border-bottom-width:0px;border-left-width:0px;padding-top:5px;padding-right:8px;padding-bottom:5px;padding-left:8px;margin-top:0px;margin-right:10px;margin-bottom:60px;margin-left:0px;font-size:var(--global-kb-font-size-sm, 0.9rem);letter-spacing:-0.2px;}.kt-post-loop109_f1b9b6-51 .kb-filter-item:hover, .kt-post-loop109_f1b9b6-51 .kb-filter-item:focus{color:var(--global-palette1, #3182CE);}.kt-post-loop109_f1b9b6-51 .kb-filter-item.is-active{color:var(--global-palette1, #3182CE);}@media all and (max-width: 1024px){.kt-post-loop109_f1b9b6-51 .kt-blocks-post-grid-item{border-top-color:currentColor;border-top-style:solid;border-right-color:currentColor;border-right-style:solid;border-bottom-color:currentColor;border-bottom-style:solid;border-left-color:currentColor;border-left-style:solid;}}@media all and (max-width: 767px){.kt-post-loop109_f1b9b6-51 .kt-blocks-post-grid-item{border-top-color:currentColor;border-top-style:solid;border-right-color:currentColor;border-right-style:solid;border-bottom-color:currentColor;border-bottom-style:solid;border-left-color:currentColor;border-left-style:solid;}}<\/style><div class=\"wp-block-kadence-postgrid kt-blocks-post-loop-block alignwide kt-post-loop109_f1b9b6-51 kt-post-grid-layout-grid kb-filter-enabled\"><div class=\"kb-post-filter-container\"><button class=\"kb-filter-item is-active\" data-filter=\"*\">All<\/button><button class=\"kb-filter-item\" data-filter=\".kb-filter-394\">Communication<\/button><button class=\"kb-filter-item\" data-filter=\".kb-filter-395\">Customer Service Operations<\/button><button class=\"kb-filter-item\" data-filter=\".kb-filter-396\">Marketing and Customer Acquisition<\/button><button class=\"kb-filter-item\" data-filter=\".kb-filter-397\">Customer Experience and Engagement<\/button><button class=\"kb-filter-item\" data-filter=\".kb-filter-399\">Change Management<\/button><\/div><div class=\"kt-post-grid-layout-grid-wrap kt-post-grid-wrap\" data-columns-xxl=\"3\" data-columns-xl=\"3\" data-columns-md=\"3\" data-columns-sm=\"2\" data-columns-xs=\"1\" data-columns-ss=\"1\"data-item-selector=\".kt-post-masonry-item\"><div class=\"kt-post-masonry-item kb-filter-395 post-19702 glossary type-glossary status-publish has-post-thumbnail hentry category-customer-service-operations\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/activity-log\/\">Activity Log<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">An activity log is a recorded log of how time is spent. Within organizations, activity logs&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-395 post-19759 glossary type-glossary status-publish has-post-thumbnail hentry category-customer-service-operations\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/what-is-agent-collision\/\">Agent Collision<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Agent collision happens when multiple customer service agents respond to the same ticket at once, causing&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-396 post-27896 glossary type-glossary status-publish hentry category-marketing-and-customer-acquisition\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/app-store-optimization\/\">App Store Optimization (ASO)<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">What is App Store Optimization? App Store Optimization (ASO) refers to the improvement of app visibility&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-394 post-19597 glossary type-glossary status-publish has-post-thumbnail hentry category-communication\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/what-is-asynchronous-messaging\/\">Asynchronous Messaging<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Asynchronous messaging, sometimes called \u201casync messaging\u201d, refers to people using messaging platforms to contact each other&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-395 post-19723 glossary type-glossary status-publish has-post-thumbnail hentry category-customer-service-operations\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/automated-customer-service\/\">Automated Customer Service<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Automated customer service uses an automated system to provide customer service instead of, or more often,&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-395 post-19705 glossary type-glossary status-publish has-post-thumbnail hentry category-customer-service-operations\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/autoresponder\/\">Autoresponder<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Autoresponders are automatic messages people receive when they perform an action such as emailing a recipient&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-395 post-19661 glossary type-glossary status-publish has-post-thumbnail hentry category-customer-service-operations\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/average-handle-time\/\">Average Handle Time<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Average handle time (AHT) is an average of the time it takes to solve a customer&#8217;s&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-395 post-19679 glossary type-glossary status-publish has-post-thumbnail hentry category-customer-service-operations\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/average-reply-time\/\">Average Reply Time<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Average reply time, or average response time, refers to the average time between responses throughout an&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-399 post-19681 glossary type-glossary status-publish has-post-thumbnail hentry category-change-management\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/bpo\/\">BPO<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">BPO stands for \u201cbusiness process outsourcing\u201d and refers to the contracting out of any non-primary business&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19761 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/brand-advocacy\/\">Brand Advocacy<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">When your customers talk in glowing terms about your brand, voluntarily spreading the word about your&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-399 post-19619 glossary type-glossary status-publish hentry category-change-management\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/change-management\/\">Change Management<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">When a business makes a profound shift in a process or technology platform, it requires management&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-394 post-19740 glossary type-glossary status-publish has-post-thumbnail hentry category-communication\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/chat-service\/\">Chat Service<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">A chat service is any online service or technology that enables text messages to be translated&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-394 post-19620 glossary type-glossary status-publish has-post-thumbnail hentry category-communication\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/chatbot\/\">Chatbot<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">A chatbot is a computer software program, typically driven by artificial intelligence (AI), which allows a&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-395 post-19625 glossary type-glossary status-publish has-post-thumbnail hentry category-customer-service-operations\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/contact-center\/\">Contact Center<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">A&nbsp;contact center&nbsp;is an organization within a company that coordinates and integrates the various ways customers can&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-395 post-19790 glossary type-glossary status-publish hentry category-customer-service-operations\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/contact-center-as-a-service-ccaas\/\">Contact Center as a Service (CCaaS)<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Today\u2019s customers expect \u2013 and use \u2013 multiple channels to contact a company for support and&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-394 post-19726 glossary type-glossary status-publish has-post-thumbnail hentry category-communication\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/conversational-ui\/\">Conversational UI<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Conversational UI is the foundation underlying the capability of chatbots, QuickSearch Bots, and other forms of&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-394 post-19742 glossary type-glossary status-publish has-post-thumbnail hentry category-communication\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/conversational-ux\/\">Conversational UX<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Conversational UX is the user experience that takes advantage of natural language-based technology to enable computers&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19685 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/crm-system\/\">CRM System<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">What Is a CRM System? CRM stands for \u201ccustomer relationship management,\u201d and CRM systems are tools&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-396 post-19777 glossary type-glossary status-publish hentry category-marketing-and-customer-acquisition\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/what-is-customer-acquisition\/\">Customer Acquisition<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Simply put, customer acquisition refers to the process of bringing in new customers with the aim&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-396 post-19781 glossary type-glossary status-publish hentry category-marketing-and-customer-acquisition\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/what-is-customer-acquisition-cost\/\">Customer Acquisition Cost<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">All businesses need customers. And all businesses are willing to invest something \u2013 time, effort, research,&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-395 post-19649 glossary type-glossary status-publish has-post-thumbnail hentry category-customer-service-operations\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/customer-case-management\/\">Customer Case Management<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Customer case management describes the process any customer service organization uses to handle, route, resolve, and&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-397 post-19788 glossary type-glossary status-publish hentry category-customer-experience-and-engagement\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/customer-engagement\/\">Customer Engagement<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Unless you\u2019re in a market with zero competitors \u2013 and you\u2019re the only one providing a&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-397 post-19627 glossary type-glossary status-publish has-post-thumbnail hentry category-customer-experience-and-engagement\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/customer-experience\/\">Customer Experience<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Customer Experience&nbsp;is a general phrase used to describe the experience a customer has with a brand&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-397 post-19688 glossary type-glossary status-publish has-post-thumbnail hentry category-customer-experience-and-engagement\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/customer-journey\/\">Customer Journey<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">The customer journey consists of all the experiences and interactions a customer has with your brand,&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19794 glossary type-glossary status-publish hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/customer-needs\/\">Customer Needs<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Customer needs determine whether or not a customer chooses to purchase something, so they\u2019re hugely important&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19707 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/customer-onboarding\/\">Customer Onboarding<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Customer onboarding refers to the very first part of the customer journey and the active role&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19672 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/customer-portal\/\">Customer Portal<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">A customer portal is a website designed to give current customers access to services and information&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19782 glossary type-glossary status-publish hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/what-is-customer-retention\/\">Customer Retention<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Understanding the fundamentals of customer retention and loyalty is critical. Customers have more choices than ever&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19783 glossary type-glossary status-publish hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/what-is-customer-segmentation\/\">Customer Segmentation<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Customer segmentation is exactly what it sounds like \u2013 dividing your customers into groups based on&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19784 glossary type-glossary status-publish hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/customer-segmentation-software\/\">Customer Segmentation Software<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Customer segmentation \u2013 which is simply grouping customers according to shared traits, habits, lifetime stages, demographic\/firmographic&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19775 glossary type-glossary status-publish hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/what-is-customer-service\/\">Customer Service<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Customer service refers to the support and advice provided by a business to their customers or&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19709 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/customer-service-automation\/\">Customer Service Automation<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Automated customer service provides customer support through automated technologies such as chatbots. The ultimate goal of&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19728 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/customer-service-benchmarking\/\">Customer Service Benchmarking<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Customer service benchmarking gives you an overview of the effectiveness, efficiency, and success rate of your&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19602 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/customer-service-representative\/\">Customer Service Representative<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Customer service representatives connect with customers to handle complaints, assist in processing orders, and provide information&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19780 glossary type-glossary status-publish hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/what-is-a-customer-success-manager\/\">Customer Success Manager<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Winning a new customer doesn\u2019t signify the end of the hard work &#8211; in fact, it&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19776 glossary type-glossary status-publish hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/what-is-customer-support\/\">Customer Support<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Put simply, customer support refers to the collection of services that you provide to customers in&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19786 glossary type-glossary status-publish hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/deep-learning-vs-machine-learning\/\">Deep Learning vs. Machine Learning<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Along with AI, deep learning and machine learning are constantly being promoted as the newest must-have&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19604 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/deep-linking\/\">Deep Linking<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Deep linking can be utilized by businesses to keep users engaged in a mobile app rather&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19630 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/digital-customer-service\/\">Digital Customer Service<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Digital customer service&nbsp;simply means meeting the needs of your customers through digital channels such as email,&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19791 glossary type-glossary status-publish hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/digital-transformation\/\">Digital Transformation<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">You\u2019ve probably heard the term \u201cdigital transformation\u201d all over the internet. What is digital transformation? Why&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19711 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/downtime\/\">Downtime<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">In the realm of technology in general, downtime typically refers to a system downtime, which means&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19713 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/email-support\/\">Email Support<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Email support is one of the main channels of customer support for most companies today. The&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19744 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/entity-in-chatbot\/\">Entity in Chatbot<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Within a chatbot, an entity, or slot, modifies user intent. Chatbot entities are connected to knowledge&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19746 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/eol-support\/\">EOL Support<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">EOL stands for \u201cend of life,\u201d and EOL support refers to the support a company offers&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19633 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/escalation-management\/\">Escalation Management<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Escalation management is a process put in place to deal with incidents and problem management within&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19721 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/faq\/\">FAQ<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">FAQ stands for \u201cfrequently asked questions,\u201d and is a standard document in nearly every customer service&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19606 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/first-call-resolution\/\">First Call Resolution<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">First Call Resolution, abbreviated as FCR, refers to resolving a customer\u2019s issue during the first call&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19645 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/first-contact-resolution-rate\/\">First Contact Resolution Rate<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">First contact resolution rate (FCR) is a critical customer service metric that measures the number of&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19730 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/first-response-time\/\">First Response Time<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">First response time (FRT), or first reply time, is a measure of the number of minutes,&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19763 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/gamification\/\">Gamification<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Gamification is a strategy of applying core game-design elements, activities, and principles to a non-game context,&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19765 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/geofencing\/\">Geofencing<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Geofencing is the creation of a virtual perimeter around a real geographical area for the purpose&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19674 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/help-center\/\">Help Center<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">A Help Center is a website where customers can find answers to their questions and solutions&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19676 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/help-desk\/\">Help Desk<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">A help desk is a service a company offers to support computer users and offer technical&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19779 glossary type-glossary status-publish hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/what-is-a-help-desk\/\">Help Desk<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">A help desk is any centralized platform that provides widespread customer and employee support across different&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19715 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/help-portal\/\">Help Portal<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">A help portal, typically described as a help center, customer service portal, or self-serve portal, surfaces&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19748 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/human-fallback\/\">Human Fallback<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">In what\u2019s sometimes known as the \u201chuman\/machine hybrid model of customer service,\u201d human fallback refers to&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19634 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/in-app-messaging\/\">In-App Messaging<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">In-app messaging&nbsp;is a type of native, mobile messaging that occurs right within an app. Different than&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19769 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/in-app-purchase\/\">In-App Purchase<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">In-app purchase is the ability for customers to buy products or services from inside a mobile&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19652 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/in-app-support\/\">In-App Support<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">In-app support allows customers to interact with your customer service team and QuickSearch Bots within your&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19750 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/in-game-support\/\">In-Game Support<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Mobile gaming is an enormous industry, generating around $138.7 billion in revenue in 2018 alone. In-game&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19654 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/intelligent-routing\/\">Intelligent Routing<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Intelligent routing, also known as skills-based routing or smart routing, is a critical technology in contact&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19732 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/intent-classification\/\">Intent Classification<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">In the world of artificial intelligence, machine learning, and chatbots, intent classification is the process of&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19752 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/intent-in-chatbot\/\">Intent in Chatbot<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Within a chatbot, intent refers to the goal the customer has in mind when typing in&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19770 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/interactive-notifications\/\">Interactive Notifications<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Interactive notifications allow app users to respond to notifications right from within the notification, rather than&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19657 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/issue-classification\/\">Issue Classification<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Issue classification means assigning customer service issues to the appropriate teams, agents, and channels in order&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19734 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/issue-routing\/\">Issue Routing<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">In customer service, issues routing is the practice of determining which agent, organization, or channel a&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19636 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/ivr\/\">IVR<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">IVR&nbsp;stands for&nbsp;interactive voice response.&nbsp;IVR&nbsp;is a technology that allows incoming callers to self-navigate a phone system with&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19677 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/knowledge-base\/\">Knowledge Base<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">A knowledge base is a store of information customers or customer service workers can draw upon&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19638 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/knowledge-management\/\">Knowledge Management<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Knowledge Management&nbsp;describes the methodology and tools used to manage the handling of information with an organization&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19668 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/lifetime-value\/\">Lifetime Value<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Lifetime value is a term often used in marketing to describe the ROI (return on investment)&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19610 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/live-chat\/\">Live Chat<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Live chat allows customers to communicate with customer service representatives in real time. Rather than having&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19789 glossary type-glossary status-publish hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/loyalty-program\/\">Loyalty Program<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Loyalty programs are a great way to build customer engagement, encourage repeat purchases, and access a&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19774 glossary type-glossary status-publish hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/mobile-broadcast\/\">Mobile Broadcast<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Mobile broadcast is a technology designed to deliver SMS messages to multiple people at once in&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19736 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/multichannel-support\/\">Multichannel Support<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">The idea of multichannel support in customer service is that a brand meets customers on a&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19696 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/natural-language-processing\/\">Natural Language Processing<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Natural language processing, or NLP, is how computers extract information from human language and, in turn,&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19666 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/net-promoter-score\/\">Net Promoter Score\u00ae<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Net Promoter Score\u00ae, or NPS\u00ae,&nbsp; is a trademarked tool used widely to gauge customer experience and&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19738 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/omnichannel-support\/\">Omnichannel Support<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Like its close cousin multichannel support, omnichannel support is a customer service model that allows customers&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19612 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/push-message\/\">Push Message<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">A push message is a notification that pops up on the home screen of a mobile&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19616 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/quicksearch-bot\/\">QuickSearch Bot<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">A QuickSearch Bot is a chatbot that is an automated, often AI-driven software programs that work&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19754 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/resolution-rate\/\">Resolution Rate<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Resolution rate is a metric that compares the number of tickets assigned to an agent or&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19640 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/resolution-time\/\">Resolution Time<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Time to resolution&nbsp;is an average of the amount of time it takes a customer service organization&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19778 glossary type-glossary status-publish hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/what-is-retention-rate\/\">Retention Rate<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">For scaling companies, customer retention is an incredibly important metric. A business can\u2019t grow if it\u2019s&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19785 glossary type-glossary status-publish hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/revenue-formula\/\">Revenue Formula<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Understanding revenue gives you an insight into how your business is performing. And while the calculation&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19787 glossary type-glossary status-publish hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/what-is-a-sales-cycle\/\">Sales Cycle<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Sales can\u2019t be left to chance; that\u2019s why most businesses have a dedicated sales department. But&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19793 glossary type-glossary status-publish hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/what-is-a-sales-funnel\/\">Sales Funnel<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">The term \u2018sales funnel\u2019 is widely used in sales and marketing. It describes the journey that&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19642 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/sdk\/\">SDK<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">SDK&nbsp;stands for \u201csoftware development kit,\u201d and is a set of tools that allow software developers to&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19644 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/service-level-agreements\/\">Service-Level Agreements<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">A&nbsp;service-level agreement&nbsp;is a formal contract between a service provider and a customer. It lays out the&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19717 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/social-support\/\">Social Support<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Today, social media is a primary way that consumers follow and interact with brands, and that&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19757 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/support-operations\/\">Support Operations<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">An organization\u2019s support operations team helps the customer service department work in more productive, efficient, effective,&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19670 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/support-portal\/\">Support Portal<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">A customer support portal, or web support portal, is a self-serve, web-based customer service tool customers&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19792 glossary type-glossary status-publish hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/what-is-a-support-ticket\/\">Support Ticket<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Support tickets play a vital role in customer service. Used by a huge range of different&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19719 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/ticket-routing\/\">Ticket Routing<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">In customer support operations, ticket routing is the process of setting rules around how tickets are&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19614 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/ticketing-system\/\">Ticketing System<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">A ticketing system is a management tool that processes and catalogs customer service requests. Tickets, also&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19699 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/touchpoint\/\">Touchpoint<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Touchpoints are places along the customer journey where customers interact with brands. An interaction may be&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19773 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/universal-app\/\">Universal App<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">A universal app is an app that can run on any mobile device operating system \u2014&nbsp;meaning&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-19700 glossary type-glossary status-publish has-post-thumbnail hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/web-chat\/\">Web Chat<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Webchat is a format that allows customers to communicate directly with brands online, often on their&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><div class=\"kt-post-masonry-item kb-filter-1 post-27718 glossary type-glossary status-publish hentry category-uncategorized\"><article class=\"kt-blocks-post-grid-item\"><div class=\"kt-blocks-post-grid-item-inner-wrap kt-feat-image-align-none kt-feat-image-mobile-align-top\"><div class=\"kt-blocks-post-grid-item-inner\"><header><h2 class=\"entry-title\"><a href=\"https:\/\/www.helpshift.com\/glossary\/what-is-conversational-ai\/\">What is Conversational AI?<\/a><\/h2><div class=\"kt-blocks-post-top-meta\"><\/div><\/header><div class=\"entry-content\">Conversational AI is a type of artificial intelligence that allows customers to converse and interact with&#8230;<\/div><footer class=\"kt-blocks-post-footer\"><div class=\"kt-blocks-post-footer-left\"><\/div><div class=\"kt-blocks-post-footer-right\"><\/div><\/footer><\/div><\/div><\/article><\/div><\/div><\/div><!-- .wp-block-kadence-postgrid --><\/div><\/div>\n\n<\/div><\/div>\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-1 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