Glossary
Plain explanations of common customer support terms.
5 guides
Glossary
- What is 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.
- What is a knowledge base?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.
- What is 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.
- What is 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.
- What is AI customer service?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.
Still need help?
Fynn answers from these guides in the chat, and you can reach the team there too.