Customer experience online dictionary

Glossary of customer experience and customer service terminology

P

Pending Conversations

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P

Percentage of Escalations

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P

Phone Interactions

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P

Placeholder

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P

Positive Social Mentions

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P

Priority

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Q

Queue

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R

Rating Response Rate

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R

Real-Time Messaging

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R

Reassign Conversation

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R

Reopen Conversation

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R

Replies Per Conversation

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R

Replies Per Day

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R

Reply Time

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R

Resolution Time

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R

Resolved Conversation

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R

Retention

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S

Self-Service

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S

Self-Service rate

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S

Service Culture

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S

Service Level Agreement (SLA)

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S

Service Promise

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S

Single Sign-On

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S

SLA Breach

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S

Social CRM

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S

Social Customer Service

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S

Supervisor

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S

Support-Driven Development

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S

Support Funnel

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S

Swag Packages Sent

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T

Ticket

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T

Top Tags

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T

Touchpoints

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T

Training

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T

Troubleshooting

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T

Twitter Conversation

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