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
Help Desk
Ticketing System
Unified Inbox
Shared Inbox
Self-Service
Metrics
KPIs and measurements for tracking support performance
Channels
Communication platforms for reaching and supporting customers
Live Chat
Messaging Apps
Automation
Tools and workflows that streamline support operations
Routing
Skills-Based Routing
Escalation
Team
Team structure, roles, and collaboration concepts
Support Team
Collision Detection
Customer
Customer data management and relationship tracking
Business
Business strategy and customer success terminology
Upselling
Cross-Selling
Support Types
Different approaches to delivering customer support
Conversational Support
Asynchronous Support
WhatsApp Business API-specific terms and concepts
AI
Artificial intelligence and machine learning in support
Lead Capture
Visitor tracking, lead identification, and conversion terms
Visitor Identification
Lead Scoring
UTM Parameters
First-Touch Attribution
Behavioral Analytics
Marketing Attribution
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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