Customer Support Glossary
Definitions for 95+ customer support terms. From CSAT to unified inbox, understand the language of modern customer service and support metrics.
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
Metrics
Technical
Support Types
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.