CX Glossary
Clear, plain-language definitions of the customer experience, support, and self-service terms that come up when you run a modern help center. Each entry explains what the term means, how it is measured or used, and how it connects to the metrics that matter. Browse every term A to Z below.
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Frequently asked questions
What is a CX glossary?
A CX glossary is a reference list of customer experience terms with clear definitions. This one covers support metrics, self-service concepts, and the tools teams use, each with a plain-language explanation and, where it applies, the standard formula.
Which customer support metrics matter most?
The most-watched support metrics are self-service rate, first contact resolution, CSAT, and average resolution time. Together they show whether customers get fast answers and whether your knowledge base and team are working well.
How is customer support different from customer service?
Customer support solves specific technical or product issues. Customer service covers the whole customer relationship, from onboarding to billing. Support is a specialized part of the broader service experience.
See it work
Helpfeel turns these terms into results. We set up and tune a knowledge base so your customers find answers on their own, and your team handles only what truly needs a human. See how the done-for-you model works.