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