Customer Support

Customer Service

Customer service is the assistance and advice a company provides to people who buy or use its products throughout the entire purchasing process, from pre-sale questions to ongoing help. It is the broad umbrella term covering every interaction that improves the customer experience and relationship.

Conversational Support

Conversational support is a customer-service model where help happens as an ongoing, natural-language dialogue between a customer and a business rather than a series of disconnected, ticket-style exchanges. The conversation and its context persist across channels and over time, so each reply builds on what came before.

Live Chat

Live chat is a real-time, text-based support channel embedded in a website or app that lets visitors message a business and get answers within the same browsing session, without phoning or emailing. It pairs a customer-facing chat window with an agent or bot interface on the other side.

Help Desk

A help desk is a centralized system and team that receives, organizes, and resolves customer or employee support requests, typically using ticketing, automation, and self-service tools to track each issue from first contact to resolution.

First Response Time (FRT)

First Response Time (FRT) is the elapsed time between a customer's first message in a conversation and the first human reply from a support agent. It measures how quickly your team acknowledges an inbound request, not how long it takes to resolve it.

Knowledge Base

A knowledge base is an organized, searchable library of articles, FAQs, how-to guides, and troubleshooting steps that lets customers find answers about a product or service on their own. In customer support it is the backbone of self-service, available around the clock without an agent. [1][2]