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Customer Service Glossary

Find Customer Service terms and terminologies according to your needs

A

Abandoned Cart
When a customer adds items to their online cart but doesn’t complete the purchase, often addressed with follow-ups.
Active Listening
Fully focusing on a customer's message to understand and respond appropriately to their concerns.
Adaptive Customer Support
Tailoring customer support based on the unique needs, preferences, and behaviors of each customer.
Agent Empowerment
Providing agents with tools, training, and authority to make decisions and resolve issues effectively.
Agent Experience
The overall satisfaction and engagement of agents in their roles and work environment.
Agent Lifecycle
The stages of an agent's career, from onboarding and training to performance management and career progression.
Agent Reply Template
Pre-written responses used by agents to quickly and consistently answer common customer questions.
Agent Scorecard
A tool to evaluate an agent’s performance based on metrics like resolution time, quality, and customer satisfaction.
Agents
Customer service representatives who assist customers via various communication channels.
Auto Responses
Pre-programmed replies sent automatically to acknowledge or address customer queries.
Automated Customer Service
Using technology like chatbots or IVR to assist customers without human intervention.
Average Handling Time (AHT)
The average time an agent takes to resolve a customer query, including talk, hold, and after-call work time.
Average Hold Time
The average time customers spend on hold while waiting for assistance during a call.
Average Reply Time
The average time it takes for an agent to respond to a customer's query after receiving it.
Average Resolution Time
The average time taken to resolve a customer issue or ticket, from reporting to resolution.
Average Speed of Answer (ASA)
The average time a customer waits before their call is answered by an agent.

B

B2B Customer Experience
The quality of service and engagement experienced by business customers in B2B relationships.
Backlog
Unresolved customer tickets or queries that are pending due to delays or high volumes.
Behavioral Analytics
Analyzing customer behavior to predict needs, personalize interactions, and improve support.
Benchmarking
Comparing customer service metrics against industry standards to identify areas for improvement.
Big Data
Large datasets analyzed to uncover trends and insights for improving customer service strategies.
Brand
A company’s identity as perceived by customers, influenced by reputation, messaging, and service quality.
Brand Experience
The overall impression customers have when interacting with a company’s brand, including its customer service.
Business Hours
The designated times when customer service is available to assist customers.
Business Process Outsourcing
Delegating customer service tasks to a third-party company to improve efficiency and reduce costs.
Business Rules
Policies or automated workflows guiding how customer service cases are handled.

C

Call Abandonment Rate
The percentage of inbound calls where the caller hangs up before reaching a support agent.
Call Center
A centralized team or location where agents handle customer inquiries via phone.
Call Deflection
Redirecting customer calls to other support channels, like chatbots or FAQs, to reduce call volumes.
Call Monitoring
Observing or recording calls to assess agent performance and ensure quality service.
Call Recording
Recording phone interactions for quality assurance, training, or compliance purposes.
Call Volume
The total number of calls received by a support center within a specific period.
Canned Response
Pre-written replies used by agents to respond quickly and consistently to common customer queries.
Case Management
Tracking and managing customer issues from initial inquiry to resolution.
Change Management
A structured approach to transitioning individuals, teams, or processes to a desired state in customer service.
Chatbot
A software tool programmed to respond to user queries automatically through predefined rules or scripts.
Chatbot AI
An intelligent chatbot that uses artificial intelligence to understand user intent, context, and provide dynamic, personalized responses.
Churn Rate
The percentage of customers who stop using a product or service over a specific period.
Cloud Contact Center
A cloud-hosted platform enabling agents to handle customer queries remotely using online tools.
Co-Browsing
A feature allowing agents to navigate a website in real time with customers to help resolve issues.
Collaborative Support
A team-based approach where multiple agents or departments work together to resolve customer issues.
Communication Channels
Platforms used by customers to contact support, such as phone, email, live chat, and social media.
Community Forum
A discussion board where customers post questions and share solutions or feedback with peers and experts.
Complaint
A customer's expressed dissatisfaction with a product, service, or experience that requires resolution.
Conflict Resolution
The process of addressing and resolving disputes or dissatisfaction between customers and the company.
Consumer Behavior
The study of how customers make decisions to purchase, use, and interact with products and services.
Contact Center Compliance
Ensuring customer service operations follow legal and regulatory requirements, such as data privacy laws.
Contact Management
Organizing customer contact details and communication history for better support and engagement.
Conversational AI
AI technology enabling human-like customer interactions via chatbots or virtual assistants.
Conversational Commerce
Using messaging platforms like chatbots or live chat to assist customers in making purchases or inquiries.
Conversational Customer Service
Support delivered through real-time, dialogue-based interactions via chat, messaging, or calls.
Crisis Management
Handling emergencies or unexpected events that impact customer experience or business operations.
Customer 360 View
A comprehensive profile of a customer’s history, preferences, and interactions with the company.
Customer Advocacy
Encouraging satisfied customers to promote the brand through reviews, referrals, or testimonials.
Customer Advocacy Program
An initiative to reward and recognize loyal customers who actively promote the company.
Customer Care
The support provided to customers to address their needs and ensure satisfaction at every touchpoint.
Customer Centric
A business approach that places the customer’s needs and satisfaction at the center of decisions and strategies.
Customer Charter
A public document outlining the standards and promises a company makes to its customers.
Customer Churn
The rate at which customers stop doing business with a company over a specific period.
Customer Community
An online platform where customers can connect, share experiences, and help each other with solutions.
Customer Data
Information collected about customers, such as demographics, preferences, and interactions, used to improve service.
Customer Dissatisfaction
Negative customer feelings or complaints about a product, service, or experience that fails to meet expectations.
Customer Effort
The amount of effort a customer must exert to resolve an issue or interact with a company.
Customer Effort Score (CES)
A metric measuring how easy it is for customers to resolve issues or complete support interactions.
Customer Engagement
The interaction and emotional connection between a customer and a company, fostering loyalty and satisfaction.
Customer Expectations
The standards or experiences customers anticipate from a company, including quality, response time, and support.
Customer Experience (CX)
The overall perception customers have of a company based on all interactions, including customer service.
Customer Feedback
Insights and opinions shared by customers about their experience with a product, service, or company.
Customer Health Score
A metric that evaluates the likelihood of customer retention based on engagement and satisfaction levels.
Customer Intelligence
Insights derived from analyzing customer data to understand behaviors, preferences, and needs for better decision-making.
Customer Intent
The purpose or goal behind a customer's interaction with a company, such as making a purchase or seeking support.
Customer Journey
The complete set of experiences a customer goes through when interacting with a company, from awareness to loyalty.
Customer Journey Mapping
A visualization of all customer interactions with a company to identify pain points and opportunities for improvement.
Customer Loyalty
The long-term commitment and repeat business from customers due to positive experiences.
Customer Needs
The expectations and requirements a customer seeks to fulfill when interacting with a business.
Customer Onboarding
Guiding new customers to successfully use a product or service after purchase.
Customer Oriented
A business mindset focused on meeting customer needs and exceeding expectations in every interaction.
Customer Persona
A fictional profile representing typical customer traits to tailor support strategies.
Customer Portal
A self-service platform where customers access information, resolve issues, and manage their accounts.
Customer Retention
Strategies focused on keeping existing customers and encouraging repeat business through excellent service.
Customer Retention Cost
The total expense incurred in retaining customers, such as support, loyalty programs, or follow-ups.
Customer Retention Rate
The percentage of customers retained over a specific time period, reflecting loyalty and satisfaction.
Customer Satisfaction
How well a company meets or exceeds customer expectations during interactions.
Customer Satisfaction Score (CSAT)
A metric measuring how satisfied customers are with their support experience, typically through surveys.
Customer Satisfaction Survey
A questionnaire designed to measure how satisfied customers are with a company's service or product.
Customer Segmentation
Dividing customers into groups based on shared characteristics to tailor service and engagement.
Customer Segmentation Analysis
Breaking customers into groups based on shared characteristics for targeted marketing or personalized service.
Customer Segments
Specific groups of customers categorized by similar behaviors, demographics, or needs.
Customer Self-Service Portal
A platform enabling customers to independently resolve issues without agent help, such as FAQs or forums.
Customer Sentiment
The emotions or attitudes customers express about a brand, often determined through feedback or social listening.
Customer Service
Providing assistance to customers before, during, and after purchases to ensure satisfaction.
Customer Service Channels
Platforms used to assist customers, such as email, phone, live chat, social media, and self-service portals.
Customer Service Coaching
Training provided to customer service agents to improve skills, knowledge, and performance.
Customer Success
Ensuring customers achieve their goals with a product or service, promoting long-term satisfaction and loyalty.
Customer Support
Assistance provided to customers to resolve issues, answer questions, or guide them in using a product or service.
Customer Support Metrics
Quantifiable measures like resolution time, first call resolution, or NPS used to assess customer service performance.
Customer Ticket Lifecycle
The stages a support ticket goes through, from creation to resolution and closure.

D

Dashboard Analytics
Visual tools displaying customer service data and metrics for real-time performance monitoring.
Data Privacy
Protecting customer information and ensuring it is used in compliance with legal and ethical standards.
Data-Driven Decisions
Making business decisions based on insights and trends derived from customer service data.
Digital Customer Service
Support delivered through digital channels such as email, live chat, or social media.
Downtime
The period when customer service systems or tools are unavailable, affecting service delivery.
Dynamic Knowledge Base
A constantly updated repository of information used by agents and customers to find answers and solutions.

E

Empathy
The ability to understand and share a customer’s feelings, critical for providing effective support.
Empathy Mapping
A tool used to understand what customers think, feel, and experience during interactions with a company.
End-to-End Support
Comprehensive assistance provided to customers throughout their journey, from start to resolution.
Escalation
Referring complex or unresolved issues to higher authority or specialized teams for resolution.
Escalation Management
Processes to handle escalated customer issues efficiently and effectively.

F

Feedback
Information provided by customers or agents about their experiences to improve service or products.
Feedback Loop
A system where customer feedback is collected, analyzed, and used to improve service and processes.
Feedback Management System
Tools or platforms used to gather, organize, and act on customer feedback systematically.
First Call Resolution (FCR)
Resolving a customer’s issue during the first call without the need for follow-ups or transfers.
First Contact Resolution Rate
The percentage of customer issues resolved during the initial interaction without needing follow-ups.
First Reply Time
The time taken for an agent to respond to a customer’s initial query or message.
First Response Time (FRT)
The average time it takes for a customer service team to respond to a customer’s query.
Frequently Asked Questions (FAQ)
A self-service resource answering common customer queries to reduce support volume.

H

Help Center
A self-service platform providing resources, guides, and FAQs to help customers resolve issues independently.
Helpdesk
A system or team responsible for managing customer inquiries and resolving support issues.

I

IT Service Desk
A centralized support system designed to manage and resolve IT-related issues, service requests, and incidents for users.
Incident Management
The process of identifying, analyzing, and resolving service disruptions or customer-reported issues.
Interaction Volume
The number of customer interactions handled by a support team over a specific period.
Interactive Support Guides
Step-by-step resources provided to help customers resolve issues or use a product effectively.
Interactive Voice Response (IVR)
An automated phone system that routes customer calls based on their input, reducing wait times.
Issue Tracker
A tool or software used to log, track, and manage problems or tasks, ensuring they are monitored and resolved systematically.

K

Knowledge Base
A centralized repository of articles, FAQs, and guides used by agents and customers to find solutions.
Knowledge-centered Service
A methodology for integrating the creation, improvement, and reuse of knowledge into customer service workflows to improve efficiency and consistency.

L

Live Chat
A real-time messaging platform where customers can communicate directly with support agents.
Loyalty Program
A rewards system designed to encourage repeat business and build long-term customer loyalty.

M

Macros
Predefined actions or templates used to automate repetitive tasks, such as responding to common queries or updating records in customer service.
Messaging Platform
A digital communication tool that allows users to send and receive messages in real-time, often used for customer support or team collaboration.
Multi-Tier Support
A support system with escalating levels of expertise to resolve customer issues efficiently.
Multichannel Support
Customer service provided through multiple channels like email, phone, chat, and social media.

N

Net Promoter Score (NPS)
A metric measuring customer loyalty by asking how likely customers are to recommend a company to others.
Net Retention Rate
The percentage of recurring revenue retained from customers, including upsells, after accounting for churn.
Netiquette
The guidelines for clear, polite, and professional online communication, ensuring respectful and effective customer interactions.

O

Omnichannel Experience
A unified and seamless customer experience across all support and communication channels.
Omnichannel Support
A customer service approach integrating multiple channels with consistent interactions and data continuity.
One-Touch Ticket
A support request resolved in a single interaction without requiring further follow-ups.
Open Tickets
Support requests logged in the system but not yet resolved.

P

Personal Contact Management
Tracking and managing individual customer interactions to improve service quality and follow-ups.
Personalization
Customizing customer interactions based on preferences, behavior, or history to enhance satisfaction.
Personalized Customer Service
Tailoring interactions and solutions to individual customer needs, preferences, and history to enhance satisfaction and loyalty.
Predictive Analytics
Using historical data and AI to predict customer needs and proactively improve support.
Proactive Support
Anticipating customer issues or needs and addressing them before they arise, improving customer experience and reducing complaints.
Problem Resolution Workflow
A structured process for identifying and resolving customer issues step-by-step.

Q

Quality Assurance (QA)
Monitoring and evaluating customer interactions to ensure service meets quality standards.
Queue Management
Organizing and prioritizing customer queries in queues to minimize wait times and ensure efficiency.

R

Rapport
A positive relationship built on trust, understanding, and effective communication between a company and its customers.
Reactive Support
A support approach where teams respond to customer inquiries or issues as they arise, rather than anticipating them.
Reassign
Transferring a support ticket to another agent or team for resolution.
Remote Support
Providing customer assistance from a different location using digital tools, such as chat, video calls, or remote desktop access.
Resolution Rate
The percentage of customer issues or tickets successfully resolved, indicating support team efficiency.
Resolution Time
The total time taken to fully resolve a customer issue from the moment it is reported.
Resource Allocation
Assigning agents, tools, or resources to handle customer requests effectively.
Response Time
The time it takes for a customer inquiry to receive an initial response from support.
Retention
The ability of a company to keep customers over time by ensuring satisfaction, loyalty, and repeat business.

S

SLA Compliance
Meeting service targets defined in a Service Level Agreement (SLA), such as response and resolution times.
Scalability in Support
The ability of a support system to handle growing volumes of customer requests without losing efficiency.
Self-Service
Tools and resources enabling customers to resolve issues on their own, such as FAQs or help centers.
Self-Service Portal
A platform offering customers access to tools, FAQs, and account management features for independent issue resolution.
Self-Service Ratio
The percentage of customer issues resolved through self-service options like FAQs or knowledge bases compared to total issues.
Service Culture
A company’s values and practices that prioritize exceptional customer service at every level of the organization.
Service Level Agreement (SLA)
A formal agreement outlining expected service levels, including response and resolution time commitments.
Service Level Expectation (SLE)
An informal standard of service customers can expect, typically based on industry norms or company promises.
Service Level Goal (SLG)
A target or benchmark set for achieving specific service metrics, such as resolution time or response time.
Service Level Objective (SLO)
Specific, measurable performance goals within an SLA to ensure service quality.
Service Recovery
Actions taken to rectify a service failure and restore customer trust and satisfaction.
Service Recovery Paradox
A situation where resolving a service failure exceptionally well leads to greater customer satisfaction than if the failure hadn’t occurred.
Services Operations
The management of processes and resources to deliver consistent and efficient service experiences to customers.
Shrinkage
The percentage of agent time unavailable for handling customer queries due to breaks, training, or meetings.
Skill-Based Routing
Assigning customer queries to agents based on their expertise or specific skills.
Social Support
Providing customer service via social media platforms like Facebook, Twitter, or Instagram.
Support Metrics
Key performance indicators (KPIs) used to measure support efficiency and customer satisfaction.
Support Operations
The processes, tools, and teams that manage and optimize customer support functions to ensure efficiency and quality.
Support Scalability
Expanding support capacity to handle increased volumes without reducing service quality.
Support Ticket
A documented record of a customer issue or request, logged in a system to track resolution progress.
Support Ticketing System
Software used to log, track, and manage customer service requests and their resolution.

T

Ticket Escalation
The process of transferring a support ticket to a higher-level team or agent when the issue requires additional expertise.
Ticket Routing
Directing support requests to the most appropriate agent or team based on criteria like skills or urgency.
Ticket Status
The current state of a support ticket, such as open, in progress, or resolved.
Ticket Views
Filters or displays within a ticketing system that organize and prioritize support queries for agents.
Ticket Volume
The total number of customer support requests received within a specific time period.
Ticketing System
A tool for managing customer service queries by logging, tracking, and prioritizing them.
Tiered Support
A customer service model with multiple levels of expertise, where complex issues are escalated to higher tiers for resolution.
Turnaround Time
The time taken to complete a task or resolve a customer issue, from start to finish.

U

Unassigned Ticket
A support request logged but not yet assigned to a specific agent or team for resolution.
Unified Customer View
A single, comprehensive profile of a customer that integrates data from all interactions and channels.
User Feedback
Input from customers about their experience with a service or product to identify areas for improvement.

V

Virtual Assistant (VA)
An AI-powered tool or software that provides automated customer support, such as answering queries or guiding users through tasks.
Virtual Support
Customer service provided remotely via digital tools such as live chat, email, or video calls.
Voice Call
A real-time phone conversation between a customer and a support agent to address inquiries or resolve issues.
Voice of the Customer (VoC)
Insights gathered from customer feedback to improve products, services, and the overall customer experience.
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