Glossary
Customer Support Concepts Hub
Welcome to the glossary of essential support metrics, industry terms, and AI technologies. Use this resource to align your support team's goals and master support workflows.
Key Support Glossary & Metrics
Familiarize yourself with the core terms that shape modern customer success operations:
- CSAT (Customer Satisfaction Score)
- A transaction-based metric indicating how satisfied a customer is with a specific interaction or ticket resolution, usually measured via a short post-interaction survey.
- Ticket Deflection
- The practice of preventing a customer ticket from being created by resolving the customer's query through automated self-service channels like an AI widget, knowledge base, or FAQ.
- FRT (First Response Time)
- The amount of time elapsed between a customer submitting a support request and a support representative (or automated assistant) sending the initial response.
- Escalation / Human Handoff
- The workflow of routing an active conversation from an automated assistant to a live human agent when the query is highly complex, billing-related, or requires manual intervention.
- NPS (Net Promoter Score)
- A broad metric that measures customer loyalty and the likelihood of customers recommending your product or service to others on a scale of 0 to 10.
- RAG (Retrieval-Augmented Generation)
- An AI architectural technique where the chat assistant retrieves relevant chunks of facts from an external knowledge base first, then feeds them to the LLM to write accurate, cited, and context-grounded answers.
- SLA (Service Level Agreement)
- A commitment between a service provider and a client regarding service quality, availability, and target response/resolution times.