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Customer service glossary

Dive into our ultimate e-commerce glossary, featuring definitions of key terms, abbreviations, and concepts across the industry.

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Virtual agent

A virtual agent is a software-based entity that uses artificial intelligence to interact with users, providing assistance and information in a conversational manner.

Accuracy rate

Accuracy rate measures how often a system, such as a digital coworker, provides correct responses or completes tasks without errors.

AI ticketing

AI ticketing involves using artificial intelligence to automate and streamline the process of managing customer support tickets, improving efficiency and response times.

Digital coworker

A digital coworker is an AI-driven colleague that handles repetitive tasks, freeing up human team members to focus on creative and strategic work.

Omnichannel customer support

Omnichannel customer support provides a seamless experience across various communication channels, ensuring consistent assistance regardless of the platform used.

Chatbot engagement rate

Chatbot engagement rate measures how often users interact with a chatbot, indicating its effectiveness in engaging customers.

Sentiment analysis accuracy

Sentiment analysis accuracy refers to how correctly a system can identify and interpret the emotional tone behind a piece of text.

Self-service customer support

Self-service customer support allows customers to find answers and solutions to their questions independently, using tools like FAQs, knowledge bases, and chatbots.

Agent utilization rate

Agent utilization rate measures the percentage of time customer service agents spend actively engaged in handling customer inquiries relative to their total available work time.

Customer service performance metrics

Customer service performance metrics are key indicators used to evaluate and improve the effectiveness of a customer support team.

Automated customer service solutions

Automated customer service solutions use technology to handle routine customer inquiries, offering quick and efficient assistance without human intervention.

Ticket backlog

Ticket backlog refers to the accumulation of customer inquiries or support tickets that remain unresolved over a certain period.

Live agents

Live agents are real human support representatives who assist customers by addressing their inquiries and resolving issues in real-time.

First Contact Resolution (FCR)

First Contact Resolution (FCR) measures the percentage of customer inquiries resolved during the first interaction, without the need for follow-ups.

Ticket volume

Ticket volume refers to the total number of customer inquiries or support requests received by a customer support team within a specific period.

Average Handle Time (AHT)

Average Handle Time (AHT) is the average duration taken by a support agent to resolve a customer inquiry, including talk time, hold time, and follow-up tasks.

Escalation rate

Escalation rate refers to the percentage of customer support requests that are elevated to higher-level support tiers due to complexity or unresolved issues.

Average Resolution Time (ART)

Average Resolution Time measures the typical duration it takes for customer support to resolve a customer inquiry or issue, indicating the efficiency of the support process.

E-commerce call center

An e-commerce call center is a dedicated support hub that assists online retailers by handling customer inquiries, orders, and issues related to online shopping experiences.

Cost per ticket

Cost per ticket refers to the average expense incurred by a company to resolve a single customer service request or inquiry, helping evaluate support efficiency.

Predictive analytics in customer service

Predictive analytics in customer service involves using data, statistical algorithms, and machine learning techniques to identify the likelihood of future outcomes based on historical data, enhancing decision-making and customer interactions.

Multichannel support

Multichannel support refers to offering customer service across various communication channels, ensuring customers can reach out through their preferred method, whether it's email, chat, social media, or phone.

Multilingual support

Multilingual support refers to the capability of providing customer service and resources in multiple languages to accommodate a diverse customer base.

Deflection rate

Deflection rate measures the percentage of customer inquiries resolved through self-service options or automated systems, reducing the need for human intervention.

Customer support automation

Customer support automation refers to the use of technology to handle routine customer inquiries, freeing up human agents to focus on more complex tasks.

Contact centers

Contact centers are centralized offices where customer interactions are managed across various communication channels, including phone, email, and chat.

Customer effort score

Customer Effort Score (CES) measures how easy it is for customers to interact with a company, often linked to customer satisfaction and loyalty.

First Response Time (FRT)

First Response Time (FRT) is the duration between when a customer submits a request and when they receive the initial reply, crucial for customer satisfaction.

Response time

Response times refer to the duration it takes for a business to reply to customer inquiries or requests, impacting customer satisfaction and service quality.

AI in customer service

AI in customer service involves the use of artificial intelligence technologies to improve and automate customer interactions, making service more efficient and personalized.

AI workflow

AI workflow refers to a structured sequence of processes and tasks powered by artificial intelligence, designed to automate and optimize various business operations.

Support tickets

Support tickets are digital records of customer inquiries, issues, or requests that businesses use to track and manage customer service interactions efficiently.

Customer retention rate

Customer retention rate measures the percentage of customers who continue to do business with a company over a specific period, reflecting customer loyalty and satisfaction.

Conversational AI

Conversational AI refers to technologies that enable computers to simulate human-like conversations, enhancing customer interactions.

Customer experience

Customer experience encompasses every interaction a customer has with a business, shaping their overall perception and satisfaction.

CSAT

CSAT, or Customer Satisfaction Score, measures customers' satisfaction with a product, service, or interaction.

Agentic AI

Agentic AI refers to AI systems capable of autonomous decision-making and taking actions to achieve specific goals without human intervention.

AI agent

An AI agent is an autonomous entity that perceives its environment, makes decisions, and takes actions to achieve specific goals, often improving over time through learning.

LLM

LLM, or Large Language Model, refers to an advanced artificial intelligence system capable of understanding and generating human-like text.

Chatbot

A chatbot is a software application designed to simulate conversations with human users, often used for customer service and support.

Generative AI

Generative AI refers to artificial intelligence systems capable of creating new content, such as text, images, or music, based on the data they have been trained on.

Machine learning

Machine learning is a branch of artificial intelligence that enables systems to learn and improve from experience without explicit programming.

AI chatbot

An AI chatbot is a software application that uses artificial intelligence to conduct human-like conversations through text or voice interactions.

Delivery delays

Delivery delays occur when goods or services are not delivered on time due to various factors like logistical issues, supply chain disruptions, or adverse events.

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