Customer support terms every service rep should know

14 min read

Customer support terms every service rep should know: Everybody working in client support needs to converse with each other, and this is what makes a difference to their organizations and clients. It’s a necessity to enhance the help you give and in order to keep both colleagues and clients cheerful.

All things considered, there’s a possibility a few people are essentially gesturing or staying silent when they hear client benefit trendy expressions they don’t have the foggiest idea. Possibly they utilize words and expressions themselves that they couldn’t completely clarify if inquired.

Maybe you’ve even done this without anyone else’s help on more than one occasion. Better the interpretation power of yours better is your credibility and pace which grants your career a serious boost.

Whether you use or don’t use a customer support software, to succeed as a top class customer support rep you must well versed with every ambient business language and make quick response. To better interpret the dialect of the business, we’ve assembled a glossary of client benefit terms usually experienced in a help association.

  • Administration Culture: an accumulation of shared qualities, convictions, and guidelines of conduct in an organization with respect to client bolster.
  • Agent: an individual from the help group who is prevalently in charge of unraveling bolster tickets and managing client interchanges all in all.
  • Application Program Interface (API): a predefined set of capacities and procedures that give the building squares to creation as well as personalization of utilization.
  • Average First Response Time (AFRT): the normal time it takes for your help group to reach a client in the wake of getting a demand.
  • Average Handle Time (AHT): the normal time it takes your help group to determine a case totally.
  • Audit: a client’s plugged conclusion about your administration, item or organization.
  • Automatic Call Distributor (ACD): This is a specific telephone framework that handles approaching calls, additionally called inbound calls. The Automatic Call Distributor perceives and answers the calls and checks in the database, for steering to the most fitting operator accessible. An essential part of ACD is to deliver administration data that tracks the two calls and specialist execution.
  • Backlog: the measure of uncertain client bolster asks for in a specific time span.
  • Benchmarking: a correlation of specialist/organization/measurements and so forth execution versus the execution of different organizations, contenders, or broadly conceded to pointers.
  • Brand: everything your clients or the overall population considers or knows when they hear your organization name.
  • Bug: an issue with your item/benefit that requires the assistance of your designing group to determine.
  • Business Hours: the days and hours when your clients can specifically achieve your help group.
  • Computer Telephony Integration (CTI): This is the capacity to consequently join voice and information at the operator work area. It is otherwise called screen pop – when client subtle elements show up naturally on a specialist’s screen in the meantime a call is gone too. Such advancements can enable the call to focus specialists carry out their activity all the more viable to make more joyful clients.
  • Client Effort: the measure of work your client needs to do themselves to determine an issue.
  • Client Experience: the client’s sentiment of their experience and association with your organization through different purposes of their lifecycle.
  • Customer Satisfaction (CSAT): a metric that measures your clients’ general faith & joy concerning your organization.
  • Client Service: the help, exhortation, and data gave by an organization to individuals, organizations and so forth that utilization their item or administration.
  • Downtime: the time amid which your item or administration is inaccessible for utilize in light of an issue or support.
  • Empathy: the capacity to comprehend and share others’ sentiments—apparently the most vital identity attribute of any client bolster specialist.
  • Feedback: a client’s assessment of their involvement with your organization and how you could make strides.
  • Feedback Loop: a procedure that involves gathering client criticism, make an essential move, and impart the outcomes back to the customer(s).
  • First Contact Resolution Rate (FCRR): a metric that measures how frequently your help group settles cases in a solitary reaction.
  • FAQ: an openly accessible accumulation of the most widely recognized inquiries concerning your item/benefit/organization, and the responses to them.
  • Gamification: the utilization of gaming aspects⁠, for example, leaderboards, point frameworks, opening accomplishment, levels, etc⁠—to energize or direct certain client practices.
  • Help Desk: a product that organizations use to deal with their client bolster.
  • In-application Support: an approach to contact client support straightforwardly in your web or portable application without exiting it.
  • Key Performance Indicator (KPI): an information-driven objective that helps measure the execution and goals of a specialist or group.
  • Knowledge Base: a self-serve online library of everything there is to think about your item or administration.
  • Lifetime Value: a forecast of the benefit that can be ascribed to a client amid their whole lifecycle.
  • Live Chat: a help channel that enables you to have constant discussions with your clients.
  • Loyalty: the decision of utilizing the item or administration gave by a specific organization or business over contenders.
  • Metric: a quantifiable measure that is utilized to track and survey the status and aftereffects of a procedure or movement.
  • Multi-channel Support: the capacity to offer help in something other than one channel.
  • Net Promoter Score (NPS): a measure of how likely your clients are to prescribe your item or administration to other individuals.
  • Onboarding: the procedure that your clients experience when they first begin the adventure.
  • Outsourcing: including an outsider to offer help to your clients for your benefit.
  • Overview: a survey sent to the client—by and large in the wake of settling the issue—to discover how upbeat they were with the help they got.
  • Past due Ticket: a ticket that has not been settled amid the concurred time as indicated by the Service Level Agreement.
  • Personalization: appending names, faces and a by and large “human” touch to your client care process.
  • Proactiveness: a demonstration of finding a way to help control a (negative) circumstance before it even turns into an issue.
  • Reassign: when a ticket that has been allotted to a specific specialist, gets gave over to an alternate one.
  • Resolution Rate: the level of issues your client bolster operators really resolve from the number of aggregate tickets got.
  • Retention: the capacity of an organization or business to hold its clients over a predetermined timeframe.
  • Service Level Agreement (SLA): An agreement between an organization and the end client of theirs item/benefit that characterizes the level of administration expected by the organization.
  • Ticket: every individual issue or demand raised by a client that needs an answer or determination.
  • Ticket Status: each phase of a help ticket amid its lifecycle—for instance, open, pending, shut, and so forth.
  • Troubleshooting: The method of finding an underlying driver of an issue, in order to rectify it is called troubleshooting.
  • Upselling: the demonstration of inducing a client to overhaul or extra to their effectively existing item or administration.
  • User error: an issue that was expedited or caused by the client rather than a defective item or administration.
  • Voice Response Unit (VRU): It is an intelligent innovation that enables people to speak with PCs, either through voice or double tone multi recurrence.
  • Workforce Management (WFM): It is a coordinated arrangement of procedures that call focuses use to upgrade profitability of its operators on the individual, departmental, and element wide levels. It incorporates deciding and giving calendars, anticipating, and adherence to a workforce in their future occasions.
  • Widget: an application or part of an interface that empowers a client to play out a capacity.
  • Having a promptly accessible client benefit glossary for your group guarantees that everybody is in agreement and there are no hiccups or mistaken assumptions in your correspondence forms.

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