Customer Service Glossary
The Customer Service Glossary is your quick reference for essential support terms, tools, and metrics. It helps teams understand key concepts that improve communication, efficiency, and customer satisfaction. Ideal for agents, managers, and anyone involved in delivering great customer experiences.
A
Abandoned Cart
When customers add items to an online cart but leave without completing the purchase, often due to high prices, a complicated checkout process, or better offers elsewhere. This negatively impacts sales, and businesses often use retargeting strategies to recover these potential lost sales.
Agent
An agent is a customer service representative responsible for assisting customers through various channels like email, phone, or chat. They handle inquiries, troubleshoot problems, and ensure issues are resolved promptly to maintain customer satisfaction. Agents play a central role in shaping the customer experience.
Agent Activity
This refers to the full range of actions performed by a support agent during a defined time period. It includes responding to tickets, updating statuses, adding notes, and communicating with customers. Tracking agent activity helps assess productivity and support performance.
Agent Assistance
Tools and features that support customer service agents in providing quick and accurate responses to customers. These tools, such as knowledge bases or ticket management systems, enhance the overall effectiveness and efficiency of customer service operations.
Agent Collision
Occurs when multiple agents attempt to access or respond to the same ticket at the same time, potentially resulting in duplicated efforts or inconsistent communication.
Agent Console
The interface or dashboard used by customer service agents to manage incoming tickets, respond to queries, and perform support-related tasks.
Application Programming Interface (API)
A collection of tools and protocols that enable software systems to communicate with each other. APIs allow companies to customize, extend, and integrate their customer support platforms with other tools.
Assignee
The specific support agent or team member designated to handle and resolve a particular customer ticket or case.
Asset Management
The process of monitoring, maintaining, and tracking organizational assets—such as software licenses, hardware, or digital tools—to ensure efficient usage and lifecycle management.
Assets
Physical or digital items owned by an organization, including devices, tools, or licensed software, used to support business operations.
Audit Logs
Time-stamped records of actions performed within a helpdesk or support system, used to maintain accountability, trace changes, and identify unusual behavior or errors.
Average Handle Time (AHT)
A metric that calculates the average duration an agent spends resolving a customer issue, including time spent on calls, on hold, and in post-interaction follow-ups.
Average Speed of Answer (ASA)
This is the average time it takes for an agent to answer a customer’s call. A low ASA indicates efficient response times, which is critical for customer satisfaction, particularly in high-volume support environments.
B
Benchmarking
Benchmarking is the process of comparing your customer service metrics with industry standards or competitors. It helps identify strengths, uncover performance gaps, and highlight areas for improvement. Regular benchmarking guides strategic decisions for better service outcomes.
Bugs
Bugs are flaws or errors in software code that cause unexpected behavior or malfunctions. In customer service, bugs can affect user experience or system performance, often leading to support requests. Prompt identification and resolution of bugs are critical for customer satisfaction.
Business Hours
The scheduled times during which customer support teams are available to respond to inquiries. This can vary by company and may include weekends or extended hours depending on service levels.
Business Intelligence (BI)
Tools and techniques for analyzing customer service data to derive actionable insights. Business intelligence helps improve service strategies, optimize workflows, and make data-driven decisions to enhance support quality.
Business Process Outsourcing (BPO)
The practice of contracting customer service operations to external vendors, typically for cost-efficiency and scalability. BPO allows companies to focus on core operations while maintaining service quality through third-party agencies.
C
Call Center
A call center is a centralized team or facility that handles high volumes of customer interactions over the phone. Agents provide support, resolve issues, or answer inquiries using scripts and telephony systems. It often serves as the primary channel for real-time customer assistance.
Call Deflection
The process of redirecting customer calls to alternative self-service channels, such as chatbots or knowledge bases, to reduce call volumes and improve efficiency. This approach helps manage resources effectively while offering customers quick resolutions.
Call Recording
Capturing telephone interactions between agents and customers for quality assurance, training, and dispute resolution. Call recordings help assess service quality and provide insights into areas for improvement.
Canned Response
Prewritten, templated replies used by agents to quickly respond to common customer inquiries. Canned responses help maintain consistency and speed in addressing frequently asked questions.
Case Priority
Case priority is a classification system that ranks support tickets based on urgency, impact, or severity. It helps agents and teams focus on resolving the most critical issues first. Prioritizing tickets ensures efficient resource allocation and timely resolutions.
Change Management
A structured approach to handling changes in support systems or processes without disrupting service delivery. Change management ensures that adjustments are implemented smoothly, minimizing potential disruptions to customer service operations.
Chatbot
An automated system that interacts with customers via text or voice to answer inquiries and provide assistance. Chatbots are designed to streamline customer service by handling routine questions and tasks, freeing up agents for more complex issues.
Complaint
A customer’s expression of dissatisfaction with a product or service. Complaints are valuable for identifying areas of improvement and can lead to changes that enhance customer satisfaction and prevent churn.
Computer-Telephony Integration (CTI)
CTI connects telephone systems with computer software to streamline customer interactions. It enables features like caller identification, click-to-dial, screen pop-ups, and automated call logging. This integration boosts agent productivity and improves the customer experience.
Contact Center
A contact center is an evolution of the call center that manages customer support across multiple channels such as email, chat, phone, and social media. It provides a unified approach to customer service, ensuring consistent communication across all touchpoints.
Contact Center Compliance
Ensuring that customer service operations adhere to legal, regulatory, and internal standards. Compliance helps protect customer privacy, maintain trust, and avoid penalties for non-compliance with industry regulations.
Conversational AI
AI technologies that simulate human conversation, such as chatbots and virtual assistants. Conversational AI enhances customer service by providing instant, automated responses to routine queries and enabling self-service options.
Conversational Customer Service
An approach to customer service that emphasizes natural, human-like communication. It focuses on creating a friendly and engaging environment where customers feel comfortable interacting with the brand
Crisis Management
The management of customer service operations during a crisis, such as system outages or product recalls. Effective crisis management helps maintain customer trust and satisfaction during challenging times by providing clear communication and timely resolutions.
Cross-Selling
The practice of suggesting complementary products to customers based on their current purchase. Cross-selling can enhance customer satisfaction by offering products that add value and increase overall sales revenue.
Customer-Centric
A business approach that prioritizes the needs and preferences of customers in all decision-making processes. Being customer-centric involves continuously improving service to enhance satisfaction and loyalty.
Customer Churn
The percentage of customers who stop doing business with a company over a specific period. Reducing churn is essential for long-term business success and is often addressed by improving service quality and customer retention strategies.
Customer Community
An online platform where customers can interact with each other and the company. Customer communities foster engagement, allowing customers to share experiences, provide feedback, and resolve issues collaboratively.
Customer Effort Score (CES)
A metric that measures how much effort customers need to put in to resolve their issues. A low CES indicates that customers find it easy to get the support they need, leading to higher satisfaction.
Customer Engagement
The level of interaction and involvement customers have with a brand. High customer engagement often leads to increased trust, loyalty, and ultimately, greater revenue for the business.
Customer Expectations
The anticipated level of service customers expect from a company based on previous experiences, brand reputation, and competitor offerings. Meeting or exceeding customer expectations is key to building long-term loyalty.
Customer Experience (CX)
Customer Experience refers to the perception a customer forms based on their interactions with a brand. It includes all touchpoints—from browsing a website to post-sale support. A positive CX leads to increased loyalty, satisfaction, and advocacy.
Customer Satisfaction (CSAT)
CSAT is a key metric that measures how satisfied customers are with a product, service, or interaction. Typically gathered through post-interaction surveys, it helps companies assess agent performance and make improvements based on feedback.
Customer Self-Service (CSS)
Customer Self-Service includes resources that enable users to resolve issues without agent intervention. This may involve knowledge bases, chatbots, FAQs, or community forums. CSS empowers customers and reduces ticket volume for support teams.
Customer Support/Service Agent (CSA)
A CSA is a professional responsible for assisting customers by answering questions, solving problems, and ensuring positive experiences. They act as the frontline of support, managing interactions across various channels like chat, email, and phone.
Customer Success Manager (CSM)
A CSM focuses on helping customers achieve their goals with a product or service, ensuring long-term value and satisfaction. They proactively engage with clients, provide onboarding, and identify upsell opportunities to reduce churn and foster loyalty
D
Data Analysis
The process of inspecting, cleaning, and modeling data to discover useful information, draw conclusions, and support decision-making. In customer service, data analysis helps identify trends, improve processes, and optimize support efforts.
Data Privacy
Data privacy refers to safeguarding customers’ personal information—such as names, addresses, and billing details—against unauthorized access or misuse. It ensures trust and compliance with legal regulations like GDPR or CCPA in customer service operations.
Decision Intelligence
Decision intelligence combines AI, machine learning, and analytics to support smarter, data-driven decisions. In customer service, it helps teams respond faster and more accurately to customer needs and behaviors.
Deflection Rate
Deflection rate measures the percentage of customer inquiries resolved through self-service options without involving a support agent. A high deflection rate indicates effective help center resources and reduced workload for agents. It’s a key metric in assessing support efficiency.
Digital Engagement
Digital engagement refers to customer interactions that occur via online platforms such as chat, email, SMS, and social media. These channels offer customers greater convenience and faster response times. Effective digital engagement enhances accessibility and strengthens customer relationships.
Digital Transformation
Digital transformation is the process of adopting technology to modernize and improve customer service operations. This includes integrating AI tools, automation, and cloud platforms to enhance efficiency and customer experiences. It enables companies to remain agile and competitive in a digital-first world.
E
Email Support
Email support is a customer service channel used for handling non-urgent or complex issues that require detailed responses. It allows agents to track communication, provide thorough assistance, and maintain clear documentation.
End of Life Policy
An End of Life (EOL) policy outlines when a product will no longer be supported or updated, helping customers plan for replacements or upgrades. It ensures transparency about product lifecycles and helps businesses manage customer expectations. Clear communication regarding EOL also reduces customer dissatisfaction.
Escalation
Escalation is the process of transferring a customer issue to a higher-level agent, supervisor, or specialized team when the issue exceeds the capabilities of the frontline support staff. It is often used for complex, urgent, or unresolved issues. Effective escalation procedures are critical for maintaining customer satisfaction.
Escalation Management
Escalation management is the process of identifying unresolved or high-priority issues and routing them efficiently to the right support tier. It helps maintain service quality and minimizes customer dissatisfaction.
Experience Score (ESAT)
The Experience Score (ESAT) is a post-interaction metric that measures how customers feel about the service they received. It’s typically collected through surveys and helps assess the quality of a support interaction. This score is an important tool for identifying areas for improvement and monitoring agent performance.
F
Feedback Loop
A feedback loop is a continuous process where customer feedback is collected, analyzed, and acted upon to improve products or services. By regularly incorporating feedback, companies can ensure they meet customer needs and expectations. This helps businesses stay aligned with their customers’ desires and build long-term loyalty.
First Contact Resolution (FCR)
First Contact Resolution (FCR) measures the percentage of customer issues resolved during the first interaction. A high FCR rate indicates effective customer support and is a key indicator of efficiency. FCR improves customer satisfaction by eliminating the need for multiple follow-ups.
First Response Time
First Response Time is the time elapsed between when a customer submits a support request and when they first receive a response. Reducing this time is crucial for maintaining customer satisfaction. Fast response times lead to quicker issue resolution and contribute to a positive customer experience.
G
Gamification
Gamification involves integrating game-like elements, such as rewards and challenges, into non-game settings like customer service. This strategy helps increase agent engagement, productivity, and motivation. Gamification can foster a fun and competitive environment, leading to enhanced performance and a better service experience.
H
Help Desk
A help desk is a centralized service offering technical support and troubleshooting assistance to customers or internal users. It provides solutions for product or service-related issues, often through multiple communication channels like phone, email, and live chat. A well-organized help desk can improve service efficiency and customer satisfaction
Human-in-the-Loop (HITL)
Human-in-the-Loop (HITL) is a system where AI handles routine tasks, but human agents step in for complex or sensitive queries. This collaboration ensures accurate responses while maintaining empathy and judgment in customer interactions.
I
Inbound Call Center
An inbound call center handles incoming calls from customers who are seeking assistance, information, or have product-related inquiries. It is an essential part of customer service operations. Inbound call centers typically prioritize providing fast, accurate, and helpful responses to customer needs.
Influencer Marketing
Influencer marketing involves partnering with individuals who have a strong online following to promote a brand’s products or services. It helps build trust, expand reach, and drive engagement by leveraging the influencer’s credibility with their audience.
Interactive Voice Response (IVR)
Interactive Voice Response (IVR) is an automated phone system that interacts with callers using voice prompts or keypad inputs. IVR can route calls to the appropriate agent or provide basic information, reducing wait times and improving the efficiency of call handling. It streamlines the customer service process.
Issue Tracking System
An Issue Tracking System is software that logs, manages, and monitors customer issues or support tickets. It ensures all reported issues are addressed and resolved in an organized manner. These systems improve accountability and help streamline resolution workflows for better service delivery.
J
Journey Analytics
Journey Analytics involves analyzing customer interactions across all touchpoints to understand pain points, behaviors, and opportunities. By mapping the customer journey, businesses can optimize touchpoints and enhance customer experiences. This process provides valuable insights that help improve service and drive customer satisfaction.
K
Key Performance Indicator (KPI)
A Key Performance Indicator is a quantifiable metric used to assess how effectively a team or process is achieving its objectives. In customer service, common KPIs include resolution time, customer satisfaction (CSAT), and response rate, helping guide performance improvements.
Knowledge Base
A Knowledge Base is a centralized digital repository containing helpful articles, FAQs, tutorials, and troubleshooting guides. It serves as a self-service resource for both customers and support agents. A well-maintained knowledge base reduces support requests by empowering customers to solve issues independently.
Knowledge Management
Knowledge Management is the process of capturing, distributing, and utilizing organizational knowledge to improve customer service. It ensures that valuable information is easily accessible to agents, enhancing consistency and efficiency in support interactions. Effective knowledge management fosters continuous learning and better decision-making.
L
Live Chat Support
Live Chat Support is a real-time communication tool that allows customers to interact with support agents directly via a website or app. It offers immediate assistance and can improve customer satisfaction by addressing issues quickly. Live chat is increasingly popular for its convenience and responsiveness.
M
Macros
Macros are predefined responses or actions that agents can use to handle common customer queries and repetitive tasks more efficiently. They help standardize responses and reduce handling time. Using macros ensures consistent communication and can improve response time in customer service interactions.
Multi-Channel Support
Multi-Channel Support allows customers to engage with a company across various communication channels such as email, phone, live chat, and social media. It gives customers flexibility in choosing their preferred communication method. Multi-channel support increases customer satisfaction by ensuring accessibility and responsiveness.
N
Natural Language Processing (NLP)
Natural Language Processing (NLP) is a field of AI that enables machines to understand, interpret, and respond to human language. NLP powers technologies like chatbots, virtual assistants, and sentiment analysis tools, improving customer service automation. It enhances the ability to process customer inquiries in a natural, conversational manner.
Net Promoter Score (NPS)
Net Promoter Score (NPS) measures customer loyalty by asking how likely customers are to recommend a company’s products or services to others. It is a valuable metric for gauging customer satisfaction and identifying brand advocates. NPS helps businesses understand their customers’ level of loyalty and areas for improvement.
Netiquette
Netiquette refers to the set of guidelines for respectful and appropriate online communication. It includes using proper grammar, being polite, and maintaining customer privacy, ensuring a positive and professional digital interaction. Net Promoter Score (NPS) measures customer loyalty by asking how likely customers are to recommend a company’s products or services to others. It is a valuable metric for gauging customer satisfaction and identifying brand advocates. NPS helps businesses understand their customers’ level of loyalty and areas for improvement.
O
Omnichannel Support
Omnichannel Support is an integrated customer service strategy that ensures a seamless and consistent experience across all communication channels. Whether a customer contacts the company via phone, chat, or email, their experience remains unified. Omnichannel support enhances customer satisfaction by offering flexibility and continuity.
Outsourcing
Outsourcing involves hiring third-party vendors to manage customer service functions. This approach helps businesses scale support operations, reduce costs, and focus on core activities while maintaining service quality.
P
Personalized Customer Service
This involves offering service that reflects the individual preferences, history, and needs of each customer. Personalized support builds stronger relationships and improves the customer’s overall experience with a brand.
Private Note
A Private Note is an internal note attached to a support ticket that is visible only to agents, not the customer. It allows agents to provide context, share instructions, or communicate updates without customer visibility. Private notes ensure clear internal communication and smooth resolution of customer issues.
Proactive Support
Proactive support focuses on preventing problems before they occur. It involves using insights and automation to anticipate needs, send alerts, or offer help through knowledge bases and timely suggestions.
Q
Quality Assurance (QA)
Quality Assurance (QA) is the process of evaluating customer service interactions to ensure they meet defined standards of quality. QA involves reviewing support tickets, assessing agent performance, and identifying areas for improvement. It helps maintain consistent service quality and enhances the overall customer experience.
Queue Management
Queue Management is the process of organizing and prioritizing incoming support tickets based on urgency and complexity. This ensures that high-priority issues are resolved promptly while maintaining an efficient workflow. Effective queue management improves response times and enhances customer satisfaction.
R
Rapport
Rapport is the mutual trust and emotional connection built between a customer and a service agent. It involves active listening, empathy, and respectful communication. Establishing rapport helps create positive customer experiences and fosters loyalty.
Reactive Support
Reactive support is the traditional approach of helping customers only when they reach out with an issue. It focuses on resolving problems as they arise rather than anticipating them. While effective, it can be complemented by proactive strategies for better service.
Remote Support
Remote support allows agents to assist customers using tools that provide remote access to devices or systems. It enables troubleshooting and issue resolution without needing to be physically present. This approach saves time and expands service reach.
Reply
A Reply is the response provided by a support agent to a customer inquiry, typically through the same communication channel used for the initial query. The reply addresses the customer’s issue, provides relevant information, or offers a solution. Timely and helpful replies contribute to a positive customer service experience.
Resolution
Resolution refers to the successful completion of a customer service case, where the issue is fully addressed. A strong resolution process enhances customer satisfaction and trust.
Resolution Time
Resolution Time refers to the total time taken to resolve a customer issue, from the initial support request to ticket closure. Reducing resolution time is essential for improving customer satisfaction. It helps companies resolve problems quickly and efficiently, reducing customer frustration and enhancing loyalty.
Response Time
Response Time is the period between when a customer submits a request and when they receive the first reply from a support agent. A quick response time is crucial for customer satisfaction and shows that the company values prompt service. It directly impacts the perception of the company’s customer support.
S
Self-Service Portal
A Self-Service Portal is an online platform that allows customers to find solutions, troubleshoot issues, and complete tasks on their own without agent intervention. It empowers customers to resolve issues independently and enhances convenience. A well-designed portal reduces ticket volume and improves customer satisfaction.
Service Level Agreement (SLA)
A Service Level Agreement (SLA) is a formal contract that defines the expected level of service between a provider and a customer. SLAs specify response times, issue resolution times, and service expectations. They help manage customer expectations and ensure consistent service quality.
Social Customer Service
Social Customer Service refers to providing customer support through social media platforms like Facebook, Twitter, and Instagram. It enables businesses to interact with customers in real time and address concerns publicly. Social customer service helps companies engage with customers in a more personal and immediate manner.
Social Media Support
Customer support provided through social media platforms such as Twitter, Facebook, or Instagram. Social media support is increasingly popular for quick responses and public-facing support.
Staffing Model
A framework used to determine the optimal number of agents required to handle customer inquiries based on factors such as volume, peak times, and service standards. An efficient staffing model ensures that service levels are maintained without overstaffing.
T
Task Management
Task Management is the process of breaking down customer support issues into smaller, actionable tasks. This improves clarity, accountability, and resolution efficiency. Effective task management helps streamline workflows and ensures that agents can handle multiple issues without overlooking important details.
Ticket
A record of a customer service request, issue, or inquiry. Tickets are used to track the progress of customer issues from initial contact to resolution. Each ticket typically includes details such as the customer’s issue, priority level, and status.
Ticket Fields
Ticket Fields are custom or default categories within a support ticket that capture key information such as the subject, priority, and assignee. These fields help agents organize and prioritize requests. Proper use of ticket fields ensures that issues are tracked effectively and resolved promptly.
Ticketing System
A Ticketing System is a tool used to log, track, and manage customer support requests. It organizes all customer inquiries and helps ensure that issues are addressed in an orderly and efficient manner. A ticketing system improves communication, accountability, and resolution processes for customer support teams.
Team Collaboration
The process by which customer service agents and teams work together to resolve issues, share knowledge, and improve service. Collaboration ensures that resources are used effectively and that complex issues are addressed by the appropriate experts.
Troubleshooting
The process of diagnosing and resolving technical issues reported by customers. Effective troubleshooting involves understanding the problem, testing solutions, and guiding customers through the steps needed to fix the issue.
U
Upselling
Upselling is a sales technique where agents suggest higher-tier products or services to customers based on their needs. The goal is to enhance the customer’s experience while increasing revenue. Effective upselling ensures customers receive the most value and satisfaction from their purchases.
User Experience (UX)
The overall experience a customer has when interacting with a product, service, or system. A positive UX is critical for customer satisfaction and loyalty, while a poor UX can lead to frustration and customer churn.
Urgent Ticket
A customer service ticket that requires immediate attention due to the severity of the issue or the customer’s needs. Urgent tickets are typically prioritized in queues to ensure timely resolution.
V
Value Proposition
A statement that explains the unique benefits and value a company’s products or services provide to customers. A strong value proposition helps differentiate a business from competitors and informs customers why they should choose it.
Virtual Assistant (VA)
An AI-powered tool or system that helps provide customer support by automating tasks such as answering common questions, providing information, and routing inquiries to human agents when necessary.
Voice AI
Voice AI is artificial intelligence that understands and processes spoken language to assist customers. It powers tools like voice bots and virtual assistants, enabling hands-free support. This technology enhances accessibility and streamlines service for voice-preferred users.
Voice of the Customer (VoC)
Voice of the Customer (VoC) is a strategy for capturing customer feedback to understand their needs, expectations, and experiences. This feedback is analyzed to drive improvements in products and services. VoC is essential for businesses looking to enhance customer satisfaction and foster long-term loyalty.
W
Workflow Automation
The use of technology to automate repetitive customer service tasks, such as ticket creation, assignment, and follow-up. Workflow automation increases efficiency, reduces human error, and allows agents to focus on more complex issues.
Warm Transfer
A type of call transfer in which the customer is introduced to the new agent before the transfer happens, ensuring a smoother transition. A warm transfer helps maintain a positive customer experience by minimizing frustration during handoffs.
Web Chat
A form of customer service communication where customers can interact with support agents via a chat interface on a website. Web chat is typically used for real-time, text-based support and is a popular method for quick responses.
X
X-Channel Support
Customer service support that is available across various communication channels, such as phone, email, chat, and social media. X-channel support ensures that customers can reach the company using their preferred method of communication.
Y
Yield Management
The practice of optimizing pricing strategies to maximize revenue and profitability based on demand fluctuations. Yield management is often used in industries such as airlines and hotels but can also be applied to customer service strategies to enhance customer satisfaction while managing costs.
Yes/No Workflow
A decision-making process used in customer service that requires agents to assess a situation and respond with a simple “yes” or “no” answer to determine the next steps. Yes/No workflows are often used in troubleshooting or qualifying leads.
Z
Zero Defects
A quality assurance philosophy that strives for error-free service delivery. In customer service, achieving “zero defects” means consistently delivering flawless interactions, meeting customer expectations, and avoiding mistakes that could lead to dissatisfaction.
Zone of Tolerance
The range within which customers are willing to accept variations in service quality. Understanding the zone of tolerance helps customer service teams manage expectations and provide service that meets or exceeds customer needs without exceeding the resources or costs available.