Customer Support Hub

Subjects related to customer support

Glossary related to customer support

  • Agent: An employee who handles customer support interactions.
  • Call center: A facility where customer support agents handle phone calls and other forms of communication from customers.
  • Case: A customer support request, which may include a question, complaint, or problem.
  • Escalation: The process of transferring a customer support case to a higher-level agent or supervisor for further assistance.
  • First call resolution (FCR): A metric that measures the percentage of customer support cases that are resolved during the initial interaction with the customer.
  • Helpdesk: A team or department that provides customer support.
  • Knowledge base: A collection of information and resources that customer support agents can use to assist customers.
  • Multi-channel support: The ability to provide customer support through multiple channels, such as phone, email, chat, and social media.
  • SLA: Service-level agreement, a contract that outlines the expectations and responsibilities of both the customer and the company regarding customer support.
  • Self-service: Customer support options that allow customers to find answers and solve problems on their own, through channels such as FAQs, online tutorials, and knowledge bases.
  • Ticket: Another term for a customer support case or request.
  • Troubleshoot: The process of identifying and resolving problems or issues that customers are experiencing.
  • IVR: Interactive voice response, a technology that allows customers to navigate through a phone-based menu using voice commands or keypad inputs.
  • Chatbot: A computer program that simulates human conversation and can be used to provide customer service or support.
  • CRM: Customer relationship management system, a software used to manage customer interactions and data.
  • CSAT: Customer satisfaction, a metric that measures how satisfied customers are with their customer support experience.
  • NPS: Net Promoter Score, a metric that measures customer loyalty and willingness to recommend a company’s products or services.
  • CX: Customer experience, the overall experience a customer has with a company, including interactions with customer service.
  • IVA: Intelligent virtual agent, a conversational agent with AI capabilities.

Metrics related to customer support

  • First Call Resolution (FCR): The percentage of customer support cases that are resolved during the initial interaction with the customer.
  • Time to Resolution (TTR): The amount of time it takes to resolve a customer support case.
  • Customer Satisfaction (CSAT): A metric that measures how satisfied customers are with their customer support experience.
  • Net Promoter Score (NPS): A metric that measures customer loyalty and willingness to recommend a company’s products or services.
  • Average Handle Time (AHT): The average amount of time it takes to handle a customer support interaction.
  • Abandonment Rate: The percentage of customers who hang up or leave a customer support interaction before it is resolved.
  • Repeat Contact Rate: The percentage of customers who contact customer support multiple times for the same issue.
  • Resolution Rate: The percentage of customer support cases that are successfully resolved.
  • Call Volume: The number of customer support interactions received over a given period of time.
  • Agent Utilization: The percentage of time that customer support agents are actively handling customer interactions.
  • Customer Effort Score (CES): A metric that measures how much effort customers have to put into resolving their issue.
  • Channel Switching Rate: The percentage of customers who switch between multiple support channels during an interaction.
  • Emotion Detection: The ability to analyze customer’s emotions during the support interaction.
  • Business Impact: The impact of the customer issue on the business such as revenue loss, productivity loss, brand reputation.