Glossary

Customer experience management is a system of marketing strategies and technologies focused on customer engagement, satisfaction, loyalty, and advocacy.

A customer feedback loop is the process that takes place between a customer providing feedback and a brand acting on that feedback and telling the customer.

Customer support volume is a key metric for customer service teams that measures the total number of interactions between support staff and customers.

Customer service escalation is the process of transferring a customer request to individuals with more seniority or more specialized skill sets.

Average handle time (AHT) is the average length of a customer service call and is a metric commonly used by call centers to assess their performance.

Power users are defined as the customers that use a company’s software more often and in more effective ways than other users.

Customer self-service is an offering that gives customers the ability to solve problems on their own – without having to talk to a customer service professional.

Customer churn is another term for customer attrition. It looks at the rate at which customers unsubscribe or stop buying from a brand, product, or service.

Hold time is the total amount of time a caller is placed on hold during a customer support exchange via phone.