{"id":30968,"date":"2020-06-26T08:48:31","date_gmt":"2020-06-26T08:48:31","guid":{"rendered":"https:\/\/www.proprofs.com\/c\/?p=30968"},"modified":"2025-07-15T06:05:00","modified_gmt":"2025-07-15T06:05:00","slug":"customer-support-glossary","status":"publish","type":"post","link":"https:\/\/www.proprofschat.com\/blog\/customer-support-glossary\/","title":{"rendered":"The Complete Glossary of Common Customer Service & Support Lingo"},"content":{"rendered":"\n

It’s not just great communication skills that make a customer support operator great at their job.<\/p>\n\n\n\n

62%<\/a> of customers say that a representative\u2019s knowledge and resourcefulness play a key role in creating a good experience.<\/p>\n\n\n\n

That means being consistent at learning and acquiring knowledge can help operators shape a customer\u2019s journey better.<\/p>\n\n\n\n

But, where to start?<\/p>\n\n\n\n

Learn the commonly used customer service and support lingo.<\/p>\n\n\n\n

Common customer service terms will help operators get accurate understanding of the field and enhance their abilities when providing solutions to your customers.<\/p>\n\n\n\n

To help you get started, we\u2019ve prepared a small customer support glossary below.<\/p>\n\n\n\n

A<\/a>     B<\/a>     C<\/a>     D<\/a>     E<\/a>     F<\/a>     G<\/a>     H<\/a>     I<\/a>     K<\/a>     L<\/a>     M<\/a>     N<\/a>     O<\/a>     P<\/a>     R<\/a>     S<\/a>     T<\/a>     U<\/a>     V<\/a>     W<\/a><\/strong><\/pre>\n\n\n\n
Let\u2019s explore the customer support terminology list.<\/p>\n\n\n\n
<\/span>A<\/strong><\/span><\/h2>\n\n\n\n
Agent\/User<\/strong><\/h3>\n\n\n\n
An agent can be a part of the support or sales team who receives service tickets and is responsible for resolving customer requests quickly.<\/p>\n\n\n\n
Account Administrator<\/strong><\/h3>\n\n\n
\n
\"Account<\/figure>\n<\/div>\n\n\n
Account Administrator, also known as Admin, manages and configures the customer support software like live chat<\/a> or help desk for its team members. The admin can update agent\/operator profiles, change roles, create teams, reroute tickets or chats, and more. They are responsible for setting the workflow for the sales or support team.<\/p>\n\n\n\n
Agent Collision<\/strong><\/h3>\n\n\n
\n
\"Agent<\/figure>\n<\/div>\n\n\n
Agent Collision acts like an alarm for agents. They get to see a signal on the ticket that alarms them who\u2019s viewing and answering the ticket they are currently on.<\/p>\n\n\n\n
Agent Console<\/strong><\/h3>\n\n\n
\n
\"Agent<\/figure>\n<\/div>\n\n\n
An Agent Console is a customer service home screen where an agent can see when they log in. The agent console lets you access settings and manage tickets.<\/p>\n\n\n\n
Agent Interaction<\/strong><\/h3>\n\n\n
\n
\"Agent<\/figure>\n<\/div>\n\n\n
An agent interaction begins with the first reply an agent sends a customer query.<\/p>\n\n\n\n
Application Program Interface (API)<\/strong><\/h3>\n\n\n\n
Application Programming Interface (API) is a combination of various protocols, tools, and codes. The function of the API enables apps to communicate with each other.<\/p>\n\n\n\n
Agent Performance Report<\/strong><\/h3>\n\n\n\n
Agent Performance Reports help you analyze the performance of your agents. The reports help you measure ratings, read feedback, and more.<\/p>\n\n\n\n
Agent Role<\/strong><\/h3>\n\n\n\n
Agent Role can be seen as various levels of access to the ticketing software. Admins can set roles when creating new profiles in a help desk system.<\/p>\n\n\n\n
Agent Signature<\/strong><\/h3>\n\n\n\n
Agent Signature is added to emails, different templates, comments, or various messages. Agents can edit an existing signature or add their personalized signature in profile settings.<\/p>\n\n\n\n
Announcements<\/strong><\/h3>\n\n\n\n
An announcement is a small notification display that live chat users can add to their every web page. It helps you reach a wider audience, greatly improves customer service and reduces customer tickets.<\/p>\n\n\n\n
Learn:<\/strong> How to Create an Announcement<\/a><\/p>\n\n\n\n
Assignee<\/strong><\/h3>\n\n\n\n
An Assignee is a person who is assigned a customer service ticket. Once they receive a ticket, the agent (Assignee) is responsible for providing a solution while adhering to the Service Level Agreement.<\/p>\n\n\n\n
Average First Response Time<\/strong><\/h3>\n\n\n
\n
\"Average<\/figure>\n<\/div>\n\n\n
Average First Response Time is the average time it takes for your support team to make the first contact with a customer after receiving a request.<\/p>\n\n\n\n
Autoresponse<\/strong><\/h3>\n\n\n
\n
\"Autoresponse\"<\/figure>\n<\/div>\n\n\n
Autoresponse is the automatically sent first response to the customer in the form of a ticket created once they send an email for their query.<\/p>\n\n\n\n
<\/span>B<\/strong><\/span><\/h2>\n\n\n\n
Block IP<\/strong><\/h3>\n\n\n\n
Block IP means to restrict certain users from using chat on your website. You block their IP addresses by enabling URL restriction on your website.<\/p>\n\n\n\n
Learn:<\/strong> How to Block IP<\/a><\/p>\n\n\n\n
Brand<\/strong><\/h3>\n\n\n\n
A Brand is something that consumers can identify with when seeking services from an organization. When you say an organization has built a brand, it means they have more visibility, a special catch, and more to it.<\/p>\n\n\n\n
Bug<\/strong><\/h3>\n\n\n\n
A Bug is an error, mistake, or failure in a computer program that causes accidental results. Such software bugs are caused by errors made in a program\u2019s source code or design or by producing incorrect code. Bugs can cause the program to crash or freeze the system.<\/p>\n\n\n\n
Business Hours<\/strong><\/h3>\n\n\n\n
Business Hours are the hours during which a business\u2019 support staff usually works. These hours depend on when an organization would operate for its customers to communicate their questions or troubles.<\/p>\n\n\n\n
Bulk Import<\/strong><\/h3>\n\n\n\n
Bulk Import is a process where many files or users are added to the system faster. You can add new users or update existing ones to your system.<\/p>\n\n\n\n
<\/span>C<\/strong><\/span><\/h2>\n\n\n\n
Callback<\/strong><\/h3>\n\n\n
\n
\"Callback\"<\/figure>\n<\/div>\n\n\n
Callbacks are when customers ask your support team members to schedule product demos, resolve technical issues, and more on a call. The customers will see the callback message when they request one during or after a customer support process.<\/p>\n\n\n\n
Canned Response<\/strong><\/h3>\n\n\n
\n
\"Canned<\/figure>\n<\/div>\n\n\n
Canned Responses<\/a> are predefined messages used to send replies to common questions and situations.<\/p>\n\n\n\n
Learn:<\/strong> How Canned Responses Work for Your Business with Examples<\/a><\/p>\n\n\n\n
Channels<\/strong><\/h3>\n\n\n\n
Channels are different mediums you choose to connect with your customers. These can include emails, social media platforms, real-time customer support chat<\/a>, calls, and more.<\/p>\n\n\n\n
Chat Button<\/strong><\/h3>\n\n\n\n
A Live Chat Button enables website visitors to request for support with a customer representative in a moment. It can be placed anywhere on a website to increase sales, profit, customer satisfaction, and confidence.<\/p>\n\n\n\n
Learn:<\/strong> How to Add Live Chat Button to Website<\/a><\/p>\n\n\n\n
Chat Duration<\/strong><\/h3>\n\n\n\n
Chat Duration is the time your operators actively engage customers\/visitors in chats.<\/p>\n\n\n\n
Chat Response Time<\/strong><\/h3>\n\n\n
\n
\"Chat<\/figure>\n<\/div>\n\n\n
Chat Response Time is a metric to monitor how much time your operators took to respond to chats. This helps in understanding the efficiency of your operators.<\/p>\n\n\n\n
Chat Ticketing<\/strong><\/h3>\n\n\n\n
Chat Ticketing is a process where chats and conversations are converted into tickets. They record and archive communication between customers and company in one place.<\/p>\n\n\n\n
Chat Transcripts<\/strong><\/h3>\n\n\n\n
Chat Transcripts is a proof of the conversation that took place between an agent\/operators and a customer\/visitor. It holds vital information that can be analyzed and used to create new support or sales strategies.<\/p>\n\n\n\n
Learn:<\/strong> How to Access\/Download Visitor Chat Transcripts<\/a><\/p>\n\n\n\n
Closed Ticket<\/strong><\/h3>\n\n\n\n
Closed Ticket is the final ticket status added by the customer. It helps other agents know that the issue has been resolved.<\/p>\n\n\n\n
Learn:<\/strong> How to Close Tickets<\/a><\/p>\n\n\n\n
Comment<\/strong><\/h3>\n\n\n\n
Comment helps you record communication on tickets. Customer representatives can use them to keep other support reps updated on chats or tickets.<\/p>\n\n\n\n
Customer Delight<\/strong><\/h3>\n\n\n\n
Customer delight, also called customer wow, is surprising your customers by surpassing their expectations of customer support and service. This customer service terminology explains how your amazing service can create a positive emotional connection for the customer with your brand.<\/p>\n\n\n\n
Read:<\/strong> How to Provide a Delightful Customer Service Experience<\/a><\/p>\n\n\n\n
Customer Experience<\/strong><\/h3>\n\n\n\n