Customer Service Glossary Gladly Team 4 minute read #Best Practices Ready to see what radically personal customer service looks like? Sign up for a free demo with Gladly today. Customer Service Terms What is the Agent Experience? Agent Experience Definition: The agent experience refers to the interactions and relationship that support agents have with the their employer. This includes everything from how they understand and communicate the brand, to the technology stack that they’re asked to use, to training and onboarding. What is a Customer Service Agent? Agent Definition: A customer service agent (or customer support agent, contact center agent, call center agent) is responsible for handling customer or potential customer inquiries. These can vary from questions regarding products or services, or assistance with any issues ranging from product defects to shipping. What is Customer Service? Customer Service Definition: Customer service is the assistance or advice provided to customers or potential customers of a company. Customer service can be conducted via multiple channels, including phone, text, live chat, email, and social media. Customer Service Metrics Definitions Benchmarking Benchmarking Definition: Benchmarking is the comparison of your team performance vs that of your peers or industry. Customer Lifetime Value Customer Lifetime Value Definition: Customer lifetime value is the projected revenue a customer will generate for a company throughout their entire relationship with a brand. Self-Service Ratio Self-service Ratio Definition: The self-service ratio is the comparison of help center pageviews to the number of tickets or requests submitted to agents. Ticket Volume Ticket Volume Definition: Ticket volume is the total number of messages and conversations in your customer service/support inbox. Ticket Backlog Ticket Backlog Definition: Your ticket backlog is the total number of open tickets left unresolved over a specified period of time. Average Resolution Time Average Resolution Time Definition: Average resolution time is the measure of how long it takes an agent to completely resolve a customer’s issue. Average Reply Time Average Reply Time Definition: Average reply time is the measurement of how long it takes an agent to respond. Average First Response Time Average First Response Time Definition: Average first response time is a measurement of the time it takes an agent to respond to a customer’s initial inquiry. Customer Satisfaction Score Customer Satisfaction Score Definition: Customer satisfaction score (also referred to as CSAT) is a metric that measures a customer’s overall happiness with a brand, product, or service. These are usually measured through customer satisfaction surveys. First Contact Resolution Rate First Contact Resolution Rate Definition: First contact resolution rate measures the percentage of tickets or inquiries that are resolved in the first response. Net Promoter Score Net Promoter Score Definition: Net promoter score (or NPS) is a metric used to understand a customer’s loyalty to a brand. NPS is usually measured through surveys that ask how likely a customer is a recommend the brand or product. Replies Per Resolution Replies per Resolution Definition: Replies per resolution is a customer service metric that measures how many replies it takes before resolving a customer inquiry or request. Customer Service Software Definitions Coming Soon! Customer Relationship Management Terms Coming Soon! Customer Relationship Management Definitions Coming Soon! CRM Software Definitions Coming Soon! Customer Engagement Definitions Coming Soon! Customer Engagement Metrics Definitions Coming Soon! Help Desk Definitions Coming Soon! Help Desk Metrics Definitions Coming Soon! Share
