{"id":42325,"date":"2020-04-01T00:00:00","date_gmt":"2020-04-01T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/customer-service-terms\/"},"modified":"2025-03-24T01:58:54","modified_gmt":"2025-03-24T08:58:54","slug":"customer-service-terms","status":"publish","type":"post","link":"\/us\/en\/blog\/customer-service-terms\/","title":{"rendered":"70+ must-know customer service terms"},"content":{"rendered":"<p>Every business has its own language, and customer service is no different. While some of the terminology used in customer service is straightforward, not every term is easily recognizable.<\/p>\n<p>If you\u2019re going to navigate the waters of the customer service world, it\u2019s best to have a grip on the customer service vocabulary so you can do more than just tread water.<\/p>\n<p>Below, we\u2019ve put together a list of 70 terms that you can add to your customer service vocabulary that\u2019ll help you decode the (quickly-changing) world of customer service.<\/p>\n<p>Not only are these terms just good to know, they\u2019ll also help you understand how to communicate and connect with your customers in a more meaningful way.<\/p>\n<hr \/>\n<p class=\"p1\">\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f<b>\u00a0<\/b>Ready to offer 5-star customer service?<b>\u00a0<\/b>Get strategies for every stage of the customer journey with this <b>free eBook<\/b>.<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/assets.ringcentral.com\/us\/ebook\/long-live-customer-service.pdf\" data-id=\"6a0c528b4853f\" id=\"6a0c528b4853f\">\n\t\t<button tabindex=\"on\"  on=\"tap:6a0c528b4853f.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40Get this free eBook to learn how to win in customer service.<\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:6a0c528b4853f.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p>\n<hr \/>\n<h2>Agent<\/h2>\n<p>This is a common name for someone on the <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer support<\/a> team who\u2019s responsible for incoming support tickets and supporting <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-interactions\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer interactions<\/a> through the phone, email, messaging, and social media. Not to be confused with Secret Agent.<\/p>\n<h2>Agent collision<\/h2>\n<p>\u201cAgent collision\u201d can happen when two agents work on the same support ticket and information is duplicated or replaced with incorrect data. This can happen if you have multiple customer profiles for the same person by accident (which happens pretty frequently), and it\u2019s best to have a contact center software that streamlines all your customer information and past conversations. For example, this is how it works in RingCentral:<\/p>\n<p><iframe sandbox=\"allow-scripts allow-same-origin allow-presentation\" title=\"Digital Customer Engagement | RingCentral Engage Digital\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/PZC3o5YN90E?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/p>\n<h2>Agent console<\/h2>\n<p>This is the customer service agent\u2019s homescreen or the main parts of the software that they use to help customers:<\/p>\n<figure id=\"attachment_6451\" aria-describedby=\"caption-attachment-6451\" style=\"width: 916px\" class=\"wp-caption aligncenter\"><a href=\"https:\/\/www.ringcentral.com\/contact-center\/products\/omnichannel.html\"><img decoding=\"async\" class=\"wp-image-6451 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image1-184.png\" alt=\"An example of what an agent screen looks like in RingCentral\" width=\"916\" height=\"583\" \/><\/a><figcaption id=\"caption-attachment-6451\" class=\"wp-caption-text\">An example of what an agent screen looks like in <a href=\"https:\/\/www.ringcentral.com\/contact-center\/products\/omnichannel.html\">RingCentral<\/a><\/figcaption><\/figure>\n<h2>Agent experience<\/h2>\n<p>This refers to how the agent and support staff working with them feel about their job and working environment.<\/p>\n<p>Agent experience is important to track as it affects how well your customers are served (happy agents make for happy customers)\u2014and determines the longevity of your agent and their career path, both which affect your company\u2019s bottom line.<\/p>\n<h2>Agent life cycle<\/h2>\n<p>An agent\u2019s life cycle describes the relationship between the agent and the company they work at, starting with the agent\u2019s recruiting process all the way through to the agent leaving the company for another job.<\/p>\n<p>Tracking agent life cycles will help your business better understand how to recruit as many awesome agents as you can (and what you can do to best train and support them).<\/p>\n<h2>Automatic call distribution<\/h2>\n<p><a href=\"https:\/\/www.ringcentral.com\/contact-center\/automatic-call-distribution.html\">Automatic call distribution<\/a> or ACD is a software or program that manages a business\u2019s incoming calls and routes them to the right person or department. Also known as an <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/automatic-call-distributor-system\" target=\"_blank\" rel=\"noopener noreferrer\">automatic call distributor system<\/a>.<\/p>\n<h2>Automated customer service<\/h2>\n<p>A type of customer service that\u2019s done automatically through technology like an app or platform, with little to no human intervention. For example, having an <a href=\"https:\/\/www.ringcentral.com\/contact-center\/interactive-voice-response.html\">interactive voice response menu (IVR)<\/a> is a type of <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/automated-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">automated customer service<\/a>.<\/p>\n<p>This is a hallmark of <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/online-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">online customer service<\/a>.<\/p>\n<h2>Backlog<\/h2>\n<p>This is the amount of unresolved <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer support <\/a>requests in a given amount of time. Kind of like <a href=\"https:\/\/www.bbc.com\/news\/technology-52772968#:~:text=Actor%20Chris%20Pratt%20has%20shared,for%20having%2035%2C000%20unread%20messages.\" target=\"_blank\" rel=\"noopener noreferrer\">Chris Pratt\u2019s email inbox<\/a>.<\/p>\n<h2>Benchmarking<\/h2>\n<p>Benchmarking is the comparison of your company\u2019s performance against the performance of your competitors. This helps you know where you stand performance-wise against competition and what you can do to improve that position and earn maximum bragging rights.<\/p>\n<h2>Brand<\/h2>\n<p>Your brand is how your company is perceived. There are lots of sayings from lots of marketing experts about brand, but one of our favorites is, \u201cYour brand is what people say about your company when you\u2019re not in the room.\u201d It\u2019s not just a logo or a color palette or a typeface.<\/p>\n<p>A customer service team has a huge impact on brand, because they directly affect customers\u2019 perceptions of a company. Learn more about <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/brand-awareness\/\" target=\"_blank\" rel=\"noopener noreferrer\">brand awareness<\/a>.<\/p>\n<h2>Bug<\/h2>\n<p>A bug is an issue with a product, service, or system that typically requires your company\u2019s internal IT or engineering team to resolve. If something is \u201cbuggy\u201d, it means there is a glitch in your internal system that needs to be fixed\u2014and pronto! But first, you may want to try and turn it off and turn it back on.<\/p>\n<h2>Business hours<\/h2>\n<p>The hours of operation that a company is open for business during any given day and can provide support to its customer base. Not to be confused with \u201cbusiness seconds\u201d which is the amount of seconds a business is open on a given day.<\/p>\n<h2>Business process outsourcing (BPO)<\/h2>\n<p>This process involves assigning a particular internal process to an external or outsourced party. <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/bpo-call-center\/\">Outsourcing<\/a> some of your business processes will allow you to grow more rapidly\u2014without sacrificing quality in your service standards.<\/p>\n<p>But don\u2019t confuse this with technical support outsourcing! One example of business process outsourcing would be to outsource your social media marketing to an entity outside your immediate business. They can keep your Facebook page humming and you can focus on more immediate and bigger issues.<\/p>\n<h2>Call center<\/h2>\n<p>Now more commonly referred to as a <em><a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center.<\/a> <\/em>The physical location where a large volume of calls from customers can be taken, often using some sort of computer automation software. If you\u2019ve ever tried to cancel your Comcast account, you probably know what this is.<\/p>\n<h2>Case priority<\/h2>\n<p>The priority level assigned to a case to determine urgency and how quickly it should be assigned to and addressed by the agent. These are typically classified in Mild, Medium, Hot and Fire, like Taco Bell hot sauce packets (not really, but you get the idea).<\/p>\n<h2>Change management<\/h2>\n<p>This is the process of overseeing and implementing changes within a company that could affect organization, software, or other functions. Basically, a nicer version of what Senator Palpatine did in the Star Wars prequels (if you know, you know).<\/p>\n<h2>Channels<\/h2>\n<p>These are all the possible ways your customers can contact you, including phone, email, chat, social media, etc. The more <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/communication-channels\/\" target=\"_blank\" rel=\"noopener noreferrer\">communication channels<\/a> available to reach you, the happier your customers will be (usually).<\/p>\n<h2>Churn<\/h2>\n<p>The loss of clients or customers over a certain period of time. Womp womp.<\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-43312\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/04\/churn-rate.png\" alt=\"churn rate formula\" width=\"930\" height=\"700\" \/><\/p>\n<h2>Customer experience<\/h2>\n<p>This describes customers\u2019 interactions and overall experience over their lifetimes with the company. By evaluating <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-experience\" target=\"_blank\" rel=\"noopener noreferrer\">customer experience<\/a>, your company will better be able to meet their needs and serve them in a more consistent, thoughtful way.<\/p>\n<h2>Customer relationship management (CRM)<\/h2>\n<p>CRM is an approach to managing a company&#8217;s interaction with current and potential customers. It uses data analysis about customers&#8217; histories with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth. A pretty hot buzzword these days.<\/p>\n<p>A CRM can also refer to a tool or program that&#8217;s used to, you guessed it, manage customer relationships. These are typically used by sales teams and perceived as <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/sales-software\/\" target=\"_blank\" rel=\"noopener noreferrer\">sales software<\/a>, but can also function as <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/best-customer-service-software\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service software<\/a> for customer support teams.<\/p>\n<h2>Customer retention<\/h2>\n<p>Pretty self-explanatory. <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-retention\" target=\"_blank\" rel=\"noopener noreferrer\">Customer retention<\/a> can refer to a team or the processes a business has to retain, or keep, its customers over time (measured as &#8220;<a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-retention-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer retention rate<\/a>&#8220;). Kinda like water retention, but more desirable.<\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-43311\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/03\/customer-retention-rate.png\" alt=\"customer retention rate formula\" width=\"930\" height=\"700\" \/><\/p>\n<h2>Customer satisfaction (CSAT)<\/h2>\n<p>This metric helps score customers\u2019 overall happiness with the company as well as get a sense of their loyalty to the company. This information is usually gathered via a survey after services are rendered to help track a customer&#8217;s overall experience, allowing for fine-tuning along the way.<\/p>\n<h2>Empathy<\/h2>\n<p>The ability to understand and feel another person\u2019s feelings; being able to empathize with a customer\u2019s frustrations and successes allows for a more thoughtful customer\/agent interaction and builds brand loyalty. Learn more about <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/empathy-exercises\/\" target=\"_blank\" rel=\"noopener noreferrer\">empathy exercises<\/a>.<\/p>\n<h2>End-of-life policy<\/h2>\n<p>Slow your roll\u2014it\u2019s not \u201cthat\u201d kind of policy. This is the term used for when a product or service is at the end of its usefulness. When this happens, the company should determine when to stop selling and supporting this product in order to move on to supporting more efficient products.<\/p>\n<h2>Escalation management<\/h2>\n<p>Escalation management refers to identifying tickets that demand more attention and assigning them to agents who can help resolve them quickly. You know, for when <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-survey\/\" target=\"_blank\" rel=\"noopener noreferrer\">Karen wants to speak to the manager<\/a>, it\u2019s time to escalate that ticket&#8230;and quick.<\/p>\n<h2>Feature<\/h2>\n<p>This is a specific characteristic, often in a product, that satisfies a need for a customer in a particular way.<\/p>\n<h2>Feedback loop<\/h2>\n<p>This is a tool in which the customer can communicate how their experience with the company is going and how they believe the company could improve. A closed feedback loop allows information from the customer to go directly back to the company so that internal adjustments can be made\u2014all while providing feedback <i>back<\/i> to the customer. What goes around literally comes around. Learn more about <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer feedback<\/a>.<\/p>\n<h2>First contact resolution (FCR)<\/h2>\n<p>This term used to be called <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/first-call-resolution-industry-standard\/\" target=\"_blank\" rel=\"noopener noreferrer\">first call resolution<\/a> (now there are other ways of getting in touch with a company beyond calling), and refers to when a customer\u2019s needs are so effectively resolved the first time that there is no need for them to follow up. High FCR rates should be the goal of every company\u2019s interactions with customers.<\/p>\n<h2>First reply time<\/h2>\n<p>This is the amount of time that passes between when a ticket is made and when first contact with the customer responding to said ticket occurs. The goal is to have a quick reply time, allowing your customers to not be left waiting to hear an answer to their question for long. No one likes the \u201890s hold music on the other line, so don\u2019t be that guy and leave your customer hanging.<\/p>\n<h2>Gamification<\/h2>\n<p>This is using gaming aspects, such as leaderboards, point systems, and achievement badges, to encourage certain agent behaviors.<\/p>\n<h2>Help desk<\/h2>\n<p>A typical help desk can effectively perform several functions. It provides a single (or multiple) point of contact for users to get help with troubleshooting, getting answers to questions, and solving known problems. A help desk generally manages its requests through the use of software such as issue tracking systems.<\/p>\n<h2>Inbound customer service<\/h2>\n<p>Simply put, this is the traditional form of customer service, where the customer calls in (aka &#8220;<a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/inbound-calling\/\" target=\"_blank\" rel=\"noopener noreferrer\">inbound calling<\/a>&#8220;) for help or to ask for information about a product or service. When speaking to a Gen Z\u2019er, just remind them that at one point, people did more than just text.<\/p>\n<h2>Issue tracking system (ITS)<\/h2>\n<p>Also known as a help desk ticketing system, ITS allows your company to track all issues (or technical bugs) until they are resolved completely. Big brother is watching&#8230;but it\u2019s a good thing.<\/p>\n<h2>Key performance indicator (KPI)<\/h2>\n<p>These are data-driven goals that show how well a team is meeting their goals. Often they\u2019re packaged together into a dashboard or scoreboard (y\u2019know, like at a sporting event).<\/p>\n<h2>Knowledge base<\/h2>\n<p>This is an organized online storehouse of information that serves as a resource for customers and agents seeking answers to common questions and issues. A <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/create-knowledge-base\/\" target=\"_blank\" rel=\"noopener noreferrer\">knowledge base<\/a> often complements a company\u2019s help desk and can include articles, news, product information, and answers to frequently asked questions. Basically a second brain for your business. (Very common in <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/b2b-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">B2B customer service<\/a>.)<\/p>\n<h2>Knowledge-Centered Service<\/h2>\n<p>Knowledge-Centered Service is a service delivery method that focuses on knowledge as a key asset of the organization implementing it. Development began in 1992 by the Consortium for Service Innovation, a nonprofit alliance of service organizations. Knowledge is power!<\/p>\n<h2>Lifetime value (LTV)<\/h2>\n<p>A general projection of the amount of profit a customer would bring to your company during their customer lifecycle.<\/p>\n<h2>Live chat<\/h2>\n<p>A real-time conversation that an agent can have with a customer. Now go call your mother.<\/p>\n<h2>Loyalty<\/h2>\n<p>Choosing to use a particular product or service again and again over competitors. They like you, they really, really like you.<\/p>\n<h2>Metric<\/h2>\n<p>A measurable record of tracking the status of a particular process\/activity. For example, you might want to measure your customer service team on certain <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/call-center-metrics.html\">call center metrics<\/a>.\u00a0Not to be confused with the system of measurement.<\/p>\n<h2>Net Promoter Score (NPS)<\/h2>\n<p>This scoring system is similar to customer satisfaction scores, but it specifically focuses on if the customer would recommend your business to a friend.<\/p>\n<h2>Omnichannel support<\/h2>\n<p>This allows multiple ways for a customer to contact the company for support. These channels can be calls, text messaging, live chats, etc. The more the merrier!<\/p>\n<h2>Onboarding<\/h2>\n<p>This is the action or process of integrating a new employee into an organization or familiarizing a new customer or client with a company\u2019s products or services. Once you hook them up to the Matrix, then they\u2019re good to go.<\/p>\n<h2>Outbound customer engagement<\/h2>\n<p>The inverse to inbound customer service, this is the method in which an agent from a company calls a customer to follow up on an inquiry or inform the customer about new products or services they can offer them.<\/p>\n<h2>Outsourcing<\/h2>\n<p>The process of using services from outside your company that could have been done internally, but would allow for more streamlined service and quicker turnaround times. For example, some businesses choose to <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/outsourced-technical-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">outsource their technical support<\/a>.<\/p>\n<h2>Overdue ticket<\/h2>\n<p>A ticket that has yet to be resolved within the service-level agreement (aka the expected turnaround time established by the company and the customer). Just make sure that overdue ticket doesn\u2019t belong to Karen.<\/p>\n<h2>Pending ticket<\/h2>\n<p>This is usually the second stage of a customer support ticket. A pending ticket is an issue in the process of being taken care of, but it might need further research to fully resolve.<\/p>\n<h2>Personalization<\/h2>\n<p>Tailoring your product to a customer\u2019s needs and wants so that the overall feel of the product now matches the customer\u2019s desires. Personalization is the thoughtful approach to giving the customer what they need in order to create brand loyalty and customer satisfaction\u2014like when you get a coffee with your name on it at Starbucks.<\/p>\n<h2>Proactiveness<\/h2>\n<p>This is the act of looking for possible problematic issues before they occur to avoid potential negative feedback. If you\u2019re an older sibling, you know what this is, but pushing your kid brother down the stairs in a cardboard box still seems like a good idea.<\/p>\n<h2>Quality assurance<\/h2>\n<p>Quality assurance is the promise that your company holds to by keeping a certain level of uncompromised quality throughout all interactions with customers.<\/p>\n<h2>Queue<\/h2>\n<p>This is the running list of open tickets and cases that need attention from a customer support agent that is often sorted chronologically or by priority\u2014or, also commonly used to refer to a line of people in Great Britain.<\/p>\n<h2>Reassign<\/h2>\n<p>When a ticket that was once being handled by one agent is handed over to a different agent, that ticket has been reassigned.<\/p>\n<h2>Resolution rate<\/h2>\n<p>This is the rate your company fulfills service requests. Not to be confused with how quickly people stop using the gym every February.<\/p>\n<h2>Review<\/h2>\n<p>A customer\u2019s publicized view of your company. This is a rating system that your company can view to see how they are serving customers, what can be improved, and how customers feel about their overall experience with the company and the product\/services offered. See a few <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-review-examples\/\">customer review examples<\/a>.<\/p>\n<h2>Self-service<\/h2>\n<p>Self-service refers to when customers are able to research and resolve their own issues without having interactions with agents or contacting the company.<\/p>\n<p>If information is easily accessible on your website or through the <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/interactive-voice-response\/\" target=\"_blank\" rel=\"noopener noreferrer\">IVR<\/a> menu set up on your phone line, your customer will find this information themselves\u2014and feel more satisfied with their overall interaction with your company because it was so easy to find these internal supports. Y\u2019know, like one of those fancy self-serve car-washes.<\/p>\n<h2>Self-service ratio<\/h2>\n<p>This is the number of help center views to tickets made by agents. This shows how customers are able to receive help on their own rather than asking the help desk to make a ticket for them.<\/p>\n<h2>Service-level agreements<\/h2>\n<p>This is the standard the company and customer set to ensure the support team\u2019s ticket time responses and resolutions are met. This helps the service team know what level of support they should maintain and allows for constant and predictable service throughout the customer\u2019s tenure with the company. Like a more legal version of a good handshake.<\/p>\n<h2>Software development kit (SDK)<\/h2>\n<p>A software development kit is a collection of software development tools in one installable package. They ease creation of applications by having a compiler, debugger and perhaps a software framework\u2014basically, an SDK gives you the tools to create an app.<\/p>\n<h2>Subject-matter experts<\/h2>\n<p>Subject-matter experts are people who are highly trained in specific areas who can teach and train others in those areas because of their level of expertise.<\/p>\n<h2>Survey<\/h2>\n<p>Usually in the form of a questionnaire sent to a customer after they have purchased and\/or used certain services or products to see how satisfied they are with their purchase. And if there\u2019s a coupon code attached to the end of the <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-survey\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer survey<\/a>, even better!<\/p>\n<h2>Support channel<\/h2>\n<p>This is any channel that customers can use to get help directly from the company. This could be email, phone, SMS, social media, etc.<\/p>\n<h2>Support operations<\/h2>\n<p>The support operations team is the team working in the background to provide tools to the support team so they can succeed.<\/p>\n<h2>Support ticket<\/h2>\n<p>This is the request that a customer makes that is communicated to the support team. This communication will be tracked from the time it is created through to its resolution and should include any important details that can better help the support team resolve the ticket.<\/p>\n<h2>Ticket<\/h2>\n<p>A ticket is like a receipt that explains the conversation between a support team member and a customer, where the customer needs a reply or some sort of resolution to an issue.<\/p>\n<p>A <i>support<\/i> <i>ticket<\/i> needs action, whereas a general ticket is more of a record or log of what is said.<\/p>\n<h2>Ticket status<\/h2>\n<p>Every moment of the ticket\u2019s life cycle from creation, pending, and resolved.<\/p>\n<h2>Ticket routing<\/h2>\n<p>This is the process to see which support team member will process the ticket request. This can be based on which team member has the most experience in a particular area, who has gone without a ticket request for a while, or which ticket needs to be processed the most urgently. Or if you\u2019re feeling lucky, you can play ticket roulette.<\/p>\n<h2>Ticket volume<\/h2>\n<p>This represents the number of tickets created on a regular basis and is a scale that the support team can use to see how effectively they are resolving tickets.<\/p>\n<h2>Tiered support<\/h2>\n<p>Tiered support is how tickets are organized and assigned throughout the support team. This supports the team\u2019s workflow and allows for tickets to be resolved quickly and efficiently.<\/p>\n<h2>Touchpoint<\/h2>\n<p>This is the impression that customers have of your company through the interactions they have with your team, social media campaigns, emails, and all other forms of communication.<\/p>\n<h2>Troubleshooting<\/h2>\n<p>Troubleshooting is basically the process of attempting to get to the main cause of a problem in order to eradicate it. It\u2019s just problem-solving (in a much less violent way than it sounds)!<\/p>\n<h2>Unassigned ticket<\/h2>\n<p>This is a ticket that has yet to be assigned or addressed by a member of the support team. Time to find a buddy for that ticket.<\/p>\n<h2>Upselling<\/h2>\n<p>This is the act of persuading a customer to upgrade their product or services or include an add-on to their existing products and\/or services. It\u2019s not as smarmy as it sounds; it\u2019s just business.<\/p>\n<h2>User error<\/h2>\n<p>This is an error caused by the user and not the product, software, or company as a whole. It\u2019s not your fault!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Every business has its own language, and customer service is no different. While some of the terminology used in customer service is straightforward, not every term is easily recognizable. If you\u2019re going to navigate the waters of the customer service world, it\u2019s best to have a grip on the customer service vocabulary so you can &#8230;<\/p>\n","protected":false},"author":29,"featured_media":43358,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901],"tags":[18243,18244,18245],"class_list":["post-42325","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","tag-customer-service-dictionary","tag-customer-service-glossary","tag-cx-dictionary"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>70+ must-know customer service terms | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"If you work in customer service, you should know these customer service terms. 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