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.

First Contact Resolution (FCR): The percentage of customer issues resolved during the first interaction with the support team, without needing follow-ups.

Customer Satisfaction Scores (CSAT): A metric that measures how happy customers are with a specific product, service, or interaction.

Net Promoter Score (NPS): A score that gauges customers’ loyalty by asking how likely they are to recommend a company, product, or service to others.

Average Handle Time (AHT): The average time it takes for a customer support agent to resolve a customer’s issue or inquiry, including talk time and after-call work.

Customer Effort Score (CES): A measure of how much effort customers feel they must put forth to get their issues resolved or their needs met by a company.

Customer Feedback: Comments, opinions, or insights provided by customers about their experiences with a company, its products, or its services.

Empathy: The ability to understand and share the feelings or emotions of others, fostering a connection and showing genuine concern.

Active Listening: Fully focusing on, comprehending, and responding to a speaker, demonstrating engagement and understanding in a conversation.

Effective Communication: Clearly conveying and receiving messages, ideas, or feelings in a way that is easily understood by others.

Problem-Solving: Identifying issues, analyzing possible solutions, and implementing the best course of action to address challenges.

Patience: The ability to remain calm and composed when facing delays, difficulties, or frustrations, without becoming irritated or upset.

Adaptability: Being flexible and open to change, adjusting one’s approach or behavior in response to new situations or requirements.

Technical Expertise: The knowledge and skills needed to effectively perform specialized tasks or use specific tools, technologies, or systems.

Time Management: Organizing and prioritizing tasks to make the most efficient use of time, ensuring deadlines are met and goals are achieved.

Positive Attitude: Maintaining an optimistic and constructive outlook, focusing on solutions and possibilities rather than problems or limitations.

Continuous Learning: Actively seeking new knowledge, skills, or experiences to improve oneself and stay current with evolving trends and best practices.