October Puzzle

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Across
  1. 2. Checking in after an issue is handled.
  2. 5. Understanding a customer’s feelings.
  3. 7. Software to manage customer interactions.
  4. 9. Agreement on response and resolution times.
  5. 13. Place where phone support is handled.
  6. 16. The length it takes to fix an issue.
  7. 17. Helping new customers get started.
  8. 18. A tool to measure satisfaction.
  9. 20. Online library of solutions and FAQs.
  10. 23. When a problem is solved on the initial contact.
  11. 24. A record of a customer’s issue.
  12. 25. Frequently asked questions.
Down
  1. 1. Waiting time on a call.
  2. 3. Online hub for help requests.
  3. 4. Moving an issue to a higher support level.
  4. 6. Step-by-step method to fix issues.
  5. 8. The individual receiving support.
  6. 10. Person who assists customers.
  7. 11. Keeping customers loyal through good service.
  8. 12. Automated system that answers common questions.
  9. 14. A line where support requests wait.
  10. 15. When a customer’s problem is solved.
  11. 19. Input from customers about their experience.
  12. 21. A guide for agents during calls.
  13. 22. Support offered across phone, email, and chat.