Customer Experience & Support
Customer support and experience terminology including satisfaction metrics, support channels, and customer journey optimization.
The metrics that decide whether your brand scales.
Customer support and experience terminology including satisfaction metrics, support channels, and customer journey optimization.
Understanding customer experience & support terms is essential for any DTC operator looking to measure and improve their ecommerce performance.
Use the terms below as reference when analyzing your campaigns, reviewing reports, or communicating with your team.
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First Response Time
FRTThe time between a customer submitting a support request and receiving the first response.
First Contact Resolution
FCRThe percentage of support issues resolved in a single interaction without follow-up.
Helpdesk
Software managing customer support operations—Gorgias, Zendesk, Help Scout are common for D2C.
Live Chat
Real-time text-based support embedded on website. Higher satisfaction than email.
Chatbot
Automated conversational interface handling common questions and routing complex issues.
Omnichannel Support
Unified support across all channels with consistent customer context and history.
Voice of Customer
VoCSystematic collection and analysis of customer feedback to understand needs and pain points.
Related glossary categories
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