Glossar
Einfache Erklärungen gängiger Begriffe aus dem Kundensupport.
5 Anleitungen
Glossar
- Was ist KI-Kundenservice?AI customer service uses language models to draft replies for agents and answer basic customer questions automatically, billed per resolution or per conversation depending on the vendor.
- Was ist Live-Chat-Software?Live chat software is the embedded widget on a website that lets visitors message the support team in real time, with conversations routed to agents and answered by humans or an AI bot.
- Was ist eine Wissensdatenbank?A knowledge base is the published collection of articles a customer support team writes so customers can answer their own questions before contacting the team.
- Was ist Omnichannel-Support?Omnichannel support means handling customer conversations from email, chat, messaging apps, and social channels in one shared inbox so context follows the customer wherever they reach out.
- Was ist Helpdesk-Software?Helpdesk software lets a support team track customer questions across channels, route them to the right agent, and report on how the team is doing.
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