Customer Support Outsourcing: The process of contracting a third-party company to handle customer service functions on behalf of your business.
24/7 Customer Support: Continuous customer service availability, provided 24 hours a day, 7 days a week.
Live Chat Support: Real-time online assistance offered to customers through text-based messaging platforms.
Omnichannel Support: A seamless, integrated approach to customer service that provides consistent interactions across multiple channels (e.g., email, chat, phone, social media).
Customer Experience (CX): The overall perception and satisfaction a customer has with a business, based on their interactions across various touchpoints.
Customer Journey: The complete series of steps a customer takes when interacting with a company, from initial awareness to purchase and beyond.
Proactive Support: Anticipating customer issues and addressing them before they become problems, aiming to enhance customer satisfaction.
After-Sales Support: Services provided to customers after they have purchased a product or service, such as technical support, warranty, or maintenance.
Automation: The use of technology to perform tasks with minimal human intervention, streamlining processes and improving efficiency.
Customer Churn: The percentage of customers who stop doing business with a company over a given period of time.
Onboarding: The process of introducing new customers or employees to a company’s products, services, or culture, ensuring a smooth transition.
Escalation: The process of transferring a customer’s issue to a higher level of support or authority to ensure a satisfactory resolution.
Service Level Agreement (SLA): A formal, written agreement between a service provider and a customer outlining the expected level of service and performance metrics.
Help Desk: A centralized team or system that provides support to customers or employees by addressing technical issues, answering questions, or solving problems.
Ticket: A unique identifier assigned to a customer’s issue or request, used to track and manage the resolution process in a support system.
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