Glossary

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A unit that measures how loud a sound is.

An incoming call from a customer that is waiting in a queue until an agent becomes available.

A support center that helps customers through digital platforms like email, SMS, chat, and social media instead of traditional phone lines.

Any online method a customer uses to contact a business, like chat, email, or social media.

The use of digital tools—like email, text, or messaging apps—to send or receive information.

The full experience a customer has when interacting with a business through digital platforms like websites, apps, or email.

Support provided to customers through digital platforms, such as live chat, email, or messaging apps.

The complete journey and impressions a customer has while engaging with a brand through digital means.

Messaging systems that allow agents to talk with customers on their preferred platforms, offering personalized help at scale.

The percentage of customers who continue using a service over a certain period.

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