Customer Service Glossary

Master the language of customer service and experience. This comprehensive glossary covers essential terms used in live chat, support, and customer success.

A

Agent

A customer service representative who handles customer inquiries, complaints, and support requests through various channels.

Average Handle Time (AHT)

The average time it takes for an agent to handle a customer interaction from start to finish, including talk time and after-call work.

Average Response Time

The average time between when a customer sends a message and when they receive a response from a support agent.

C

Chat Widget

An interactive chat interface embedded on a website that allows visitors to communicate with customer support agents in real-time.

Conversion Rate

The percentage of website visitors who complete a desired action, such as making a purchase or filling out a contact form.

Customer Effort Score (CES)

A metric that measures how much effort a customer must exert to resolve an issue, complete a task, or get their needs met.

Customer Experience (CX)

The overall perception a customer has of their interactions with a brand across all touchpoints and channels.

Customer Journey

The complete path a customer takes from discovering a product to becoming a loyal customer, including all interactions and touchpoints.

Customer Lifetime Value (CLV)

The total revenue a business can expect from a single customer throughout their entire relationship with the company.

Customer Satisfaction (CSAT)

A metric that measures how satisfied customers are with a product, service, or interaction, typically measured through surveys.

F

First Contact Resolution (FCR)

The percentage of customer inquiries that are resolved during the first interaction with a support agent, without requiring follow-up.

First Response Time (FRT)

The time it takes for a customer to receive their first response after initiating contact with customer support.

K

Key Performance Indicator (KPI)

A measurable value that demonstrates how effectively a company is achieving key business objectives in customer service.

L

Live Chat

Real-time text-based communication between a customer and a support agent through a chat interface on a website or app.

Lead Generation

The process of attracting and converting strangers and prospects into someone who has indicated interest in your company's product or service.

M

Multi-Channel Support

Customer service provided through multiple communication channels such as phone, email, chat, social media, and in-person.

N

Net Promoter Score (NPS)

A metric that measures customer loyalty and satisfaction by asking customers how likely they are to recommend a company to others.

O

Omnichannel

A seamless customer experience across all channels and devices, where the interaction history and context is maintained regardless of how the customer contacts you.

Onboarding

The process of integrating new customers into your product or service, ensuring they understand how to use it effectively and derive value.

R

Response Time

The time between when a customer submits an inquiry and when they receive a response from customer support.

Retention Rate

The percentage of customers who continue to use your product or service over a given period of time.

S

Self-Service

Tools and resources that allow customers to find answers and resolve issues without contacting customer support directly.

Support Ticket

A record of a customer inquiry or issue that needs to be resolved, typically tracked in a customer support system.

SLA (Service Level Agreement)

A commitment between a service provider and customer that defines the level of service expected, including response times and resolution targets.

T

Touchpoint

Any point of interaction between a customer and a brand, such as website visits, customer service calls, social media interactions, or in-store experiences.

U

User Experience (UX)

The overall experience a person has when interacting with a product, system, or service, focusing on ease of use and satisfaction.

V

Visitor

A person who visits your website but hasn't necessarily taken any action or converted into a customer.

Voice of the Customer (VoC)

The process of collecting and analyzing customer feedback to understand their needs, preferences, and pain points.