Customer Support Glossary
Converge Team
Customer support has its own vocabulary—CSAT, FRT, unified inbox, omnichannel, and dozens more terms that can be confusing. Whether you're new to support or evaluating platforms, understanding these terms helps you make informed decisions and communicate effectively with vendors.
Our glossary covers 95+ terms organized by category, with practical explanations and examples of how they apply to your day-to-day support operations.
Key Metrics Every Support Team Should Track
- CSAT (Customer Satisfaction): Post-interaction survey score, typically 1-5 scale
- FRT (First Response Time): Time from customer message to first agent reply
- Resolution Time: Total time to fully resolve a customer issue
- NPS (Net Promoter Score): Likelihood to recommend, measured on -100 to +100 scale
- FCR (First Contact Resolution): Percentage of issues resolved in one interaction
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Browse by Category
Core
Foundational customer support concepts every team should know
Customer Support
Help Desk
Ticketing System
Unified Inbox
Shared Inbox
Knowledge Base
FAQ
Self-Service
Metrics
KPIs and measurements for tracking support performance
First Response Time
Average Handle Time
Resolution Time
First Contact Resolution
Net Promoter Score
Customer Effort Score
Ticket Volume
Backlog
SLA
Channels
Communication platforms for reaching and supporting customers
Omnichannel
Live Chat
Chatbot
Chat Widget
Social Media Support
Messaging Apps
Automation
Tools and workflows that streamline support operations
Auto-Reply
Canned Response
Workflow Automation
Routing
Round Robin
Skills-Based Routing
Escalation
AI-Powered Support
Sentiment Analysis
Team
Team structure, roles, and collaboration concepts
Support Team
Tiered Support
Queue
Assignment
Handoff
Collision Detection
Customer
Customer data management and relationship tracking
Customer Profile
Contact
Conversation History
Customer Journey
Customer Lifecycle
Tags
Segmentation
Technical
Technical infrastructure and integration concepts
API
Webhook
Integration
SSO
RBAC
Uptime
Business
Business strategy and customer success terminology
Customer Success
Customer Experience
Customer Retention
Churn
Upselling
Cross-Selling
Per-Agent Pricing
Flat-Rate Pricing
Support Types
Different approaches to delivering customer support
Proactive Support
Reactive Support
Technical Support
Conversational Support
Asynchronous Support
Real-Time Support
WhatsApp Business API-specific terms and concepts
WhatsApp Business API
WhatsApp Template
24-Hour Window
BSP
AI
Artificial intelligence and machine learning in support
Conversational AI
Generative AI
LLM
Agent Assist
Intent Detection
Lead Capture
Visitor tracking, lead identification, and conversion terms
Visitor Identification
Lead Scoring
UTM Parameters
First-Touch Attribution
Anonymous Traffic
Website Beacon
Visitor Intent
Lead Qualification
Behavioral Analytics
Marketing Attribution
Lead Capture Form
Conversion Rate
Exit Intent
Frequently Asked Questions
Multichannel means offering multiple support channels separately. Omnichannel means those channels are unified—conversation history follows the customer across channels. Converge provides true omnichannel with shared context across WhatsApp, email, Instagram, and more.
Industry benchmarks: Live chat under 1 minute, email under 4 hours, social media under 1 hour. Top performers achieve under 30 seconds for chat. Converge's unified inbox helps teams respond faster by eliminating channel-switching delays.
A unified inbox consolidates messages from all channels (email, WhatsApp, Instagram, etc.) into one interface. Agents see all conversations in one place instead of switching between apps, dramatically improving response times and preventing missed messages.
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