A support ticket that has not yet been handed over to a specific support agent.

A call or any other type of contact proposed to a call center but ends before any communication takes place.

•The amount of unresolved customer support requests in a particular time frame.

Everything your customers or the general public thinks or knows when they hear your company name.

The days and hours when your customers can directly reach your support team.

The average time it takes your support team to get back to a customer (to any communication, not just the first contact).

A metric that measures your customers’ general happiness and loyalty with regard to your company.

Every stage of a support ticket during its lifecycle—for example, open, pending, closed, etc.

A collection of shared values, beliefs, and rules of behavior in a company regarding customer support.

The ability of a company or business to retain its customers over a specified period of time.

The percentage of issues your customer support agents actually resolve from the number of total tickets received.

An act of taking steps to help control a (negative) situation before it even becomes an issue.

The ability to provide support in more than just one channel.

A self-serve online library of everything there is to know about your product or service.

A quantifiable measure that is used to track and assess the status and results of a process or activity.

A publicly available collection of the most common questions about your product/service/company, and the answers to them.

A customer’s opinion of their experience with your company and how you could improve.

The ability to understand and share others’ feelings—arguably the most important personality trait of any customer support agent.

Reusable replies to common questions, available for all agents to use—they can usually be inserted with a shortcut or click for saving time.