Understanding Customer Support
Definition
Software enabling service teams to assist customers through ticketing, knowledge bases, live chat, chatbots, and self-service portals. Customer support platforms provide omnichannel communication, SLA management, performance analytics, and customer satisfaction tracking."
Why This Matters
Customer support platforms enable omnichannel communication, SLA management, self-service, and satisfaction tracking. Support quality significantly impacts customer retention and expansion.
Related Terms
Showing semantically related terms from our RFP knowledge graph. Priority connections are highlighted.
Essential Connections
Help Desk
Software Features & Capabilities
Customer support software managing service requests through ticket systems, knowledge bases, automated routing, SLA tracking, and multi-channel support (email, chat, phone).
Live Chat
Software Features & Capabilities
Real-time messaging software enabling website visitors to chat with support or sales teams.
Service Desk
Implementation & Deployment
Central help desk for customer support tickets, issue tracking, and service request management.
Technical Support
Implementation & Deployment
Vendor assistance for troubleshooting, bug fixes, and system issues provided through ticketing systems, phone, chat, or email.
Chatbot
Software Features & Capabilities
AI-powered conversational agents handling customer inquiries through automated responses based on natural language processing and knowledge bases.
Service Level Agreement
Pricing & Total Cost
Contractual commitments defining expected service quality including uptime guarantees, response times, resolution timeframes, and penalties for non-compliance.
Showing 6 semantically related terms ·Browse all 200 terms
Related RFP Templates
These 3 templates include questions about customer support