Customer Service Vocabulary

The support you offer your customers, from the moment they first contact your business to the months and years afterward

• customer service

• customer churn rate

• brand experience

• customer satisfaction score

• customer retention

The overall perception that customers have when interacting with your business

• brand experience

• customer churn rates

• customer satisfaction score

• customer retention

• first reply time

The percentage of customers who stop doing business with an organization over a period of time

• customer churn rates

• brand experience

• customer retention

• first reply time

• customer lifetime value

A commonly used measure that indicates how satisfied customers are with a company's products or services

• customer satisfaction score

• customer churn rate

• brand experience

• first reply time

• customer lifetime value

A company's ability to turn customers into repeat buyers and prevent them from switching to a competitor.

• customer retention

• customer lifetime value

• product features

• self service portal

• customer churn rates

A product's traits or attributes that deliver value to end-users and differentiate a product in the market

• product's features

• customer lifetime value

• customer retention

• customer satisfaction score

• customer churn rates

The practice of marketing additional products to existing customers,

• cross selling

• product's features

• self service portal

• customer churn rates

A website that acts as a searchable database for self-service resources

• Self Service portal

• customer churn rates

• brand experience

• customer retention