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 experience metrics get talked about in board meetings and ignored in operations. NPS, CSAT, FRT, CRR — these are not vanity scores; they are leading indicators of LTV that show up in revenue 6–12 months before retention reports do.
The terms in this category cover the support and experience vocabulary that determines whether your customers come back: response time SLAs, contact rate, ticket deflection, and the post-purchase touchpoints that turn first-time buyers into 3rd-purchase customers.
If you're scoping Gorgias vs Zendesk vs Re:amaze, building a post-purchase flow, or trying to figure out why your repeat rate dropped, this is the vocabulary.
Browse the full list
Showing 7 of 7 terms in Customer Experience & Support
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
Explore related glossary categories.