Customer Support Hub
Subjects related to customer support
- Communication and customer service skills
- Product knowledge and troubleshooting
- Time management and organization
- Conflict resolution and problem-solving
- Empathy and active listening
- Technical support and assistance
- Escalation procedures
- Escalation protocols
- Feedback and complaint management
- Sales and upselling techniques
- Data entry and database management
- Knowledge of company policies and procedures
- Understanding of customer needs and expectations
- Multilingual support
- Knowledge of software and tools used in customer support
- Knowledge of customer service laws and regulations
- Knowledge of customer relationship management (CRM) systems
- Knowledge of metrics used to track and measure customer satisfaction.
Glossary related to customer support
- Agent: An employee who handles customer support interactions.
- Call center: A facility where customer support agents handle phone calls and other forms of communication from customers.
- Case: A customer support request, which may include a question, complaint, or problem.
- Escalation: The process of transferring a customer support case to a higher-level agent or supervisor for further assistance.
- First call resolution (FCR): A metric that measures the percentage of customer support cases that are resolved during the initial interaction with the customer.
- Helpdesk: A team or department that provides customer support.
- Knowledge base: A collection of information and resources that customer support agents can use to assist customers.
- Multi-channel support: The ability to provide customer support through multiple channels, such as phone, email, chat, and social media.
- SLA: Service-level agreement, a contract that outlines the expectations and responsibilities of both the customer and the company regarding customer support.
- Self-service: Customer support options that allow customers to find answers and solve problems on their own, through channels such as FAQs, online tutorials, and knowledge bases.
- Ticket: Another term for a customer support case or request.
- Troubleshoot: The process of identifying and resolving problems or issues that customers are experiencing.
- IVR: Interactive voice response, a technology that allows customers to navigate through a phone-based menu using voice commands or keypad inputs.
- Chatbot: A computer program that simulates human conversation and can be used to provide customer service or support.
- CRM: Customer relationship management system, a software used to manage customer interactions and data.
- CSAT: Customer satisfaction, a metric that measures how satisfied customers are with their customer support experience.
- NPS: Net Promoter Score, a metric that measures customer loyalty and willingness to recommend a company’s products or services.
- CX: Customer experience, the overall experience a customer has with a company, including interactions with customer service.
- IVA: Intelligent virtual agent, a conversational agent with AI capabilities.
Metrics related to customer support
- First Call Resolution (FCR): The percentage of customer support cases that are resolved during the initial interaction with the customer.
- Time to Resolution (TTR): The amount of time it takes to resolve a customer support case.
- Customer Satisfaction (CSAT): A metric that measures how satisfied customers are with their customer support experience.
- Net Promoter Score (NPS): A metric that measures customer loyalty and willingness to recommend a company’s products or services.
- Average Handle Time (AHT): The average amount of time it takes to handle a customer support interaction.
- Abandonment Rate: The percentage of customers who hang up or leave a customer support interaction before it is resolved.
- Repeat Contact Rate: The percentage of customers who contact customer support multiple times for the same issue.
- Resolution Rate: The percentage of customer support cases that are successfully resolved.
- Call Volume: The number of customer support interactions received over a given period of time.
- Agent Utilization: The percentage of time that customer support agents are actively handling customer interactions.
- Customer Effort Score (CES): A metric that measures how much effort customers have to put into resolving their issue.
- Channel Switching Rate: The percentage of customers who switch between multiple support channels during an interaction.
- Emotion Detection: The ability to analyze customer’s emotions during the support interaction.
- Business Impact: The impact of the customer issue on the business such as revenue loss, productivity loss, brand reputation.