Customer experience online dictionary

Glossary of customer experience and customer service terminology

All
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B
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E
F
G
H
I
J
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M
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O
P
Q
R
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T
U
V
W

H

Help Center Audit

H

Help Desk

H

Hold Time

I

In-app Support

I

Interactive Customer Service

I

Interactive Voice Response (IVR)

J

Journey Mapping

K

Knowledge Base

K

Knowledge Base Views

K

KPI

L

Lifecycle of Customer

L

Lifetime Value (LTV)

L

Live Chat

L

Loyalty

M

Macros

M

Messenger

M

Moments of Truth

M

Multi-Channel Attribution

M

Multi-Channel Support

N

Net Promoter Score (NPS)

N

New vs. Returning Users

N

Next Issue Avoidance

N

Notes

N

Number of Conversations

N

Number of Customer Replies

N

Number of Positive Votes

O

Objectives and Key Results (OKRs)

O

Omnichannel Support

O

On Hold

O

On Time Resolution

O

Online Customer Experience

O

Online Customer Service

O

Open conversation

O

Outsourcing

O

Overdue Conversation

P

Pages Viewed Per Session