Glossário
Explicações simples de termos comuns do atendimento ao cliente.
5 guias
Glossário
- O que é software de chat ao vivo?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.
- O que é uma base de conhecimento?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.
- O que é atendimento omnichannel?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.
- O que é software de helpdesk?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.
- O que é atendimento ao cliente com IA?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.
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