# 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.

- [AI Agent](/glossary/ai-agent)
- [Average Handle Time](/glossary/average-handle-time)
- [Average Resolution Time](/glossary/average-resolution-time)
- [Canned Response](/glossary/canned-response)
- [Chatbot](/glossary/chatbot)
- [Contact Rate](/glossary/contact-rate)
- [Containment Rate](/glossary/containment-rate)
- [Conversational AI](/glossary/conversational-ai)
- [Cost Per Contact](/glossary/cost-per-contact)
- [CSAT](/glossary/csat)
- [Customer Effort Score](/glossary/customer-effort-score)
- [Customer Lifetime Value](/glossary/customer-lifetime-value)
- [Customer Self-Service](/glossary/customer-self-service)
- [Customer Support vs Customer Service](/glossary/customer-support-vs-customer-service)
- [Deflection Rate](/glossary/deflection-rate)
- [Escalation Rate](/glossary/escalation-rate)
- [First Contact Resolution](/glossary/first-contact-resolution)
- [First Response Time](/glossary/first-response-time)
- [Generative AI in Customer Service](/glossary/generative-ai-customer-service)
- [Help Center](/glossary/help-center)
- [Help Desk](/glossary/help-desk)
- [Knowledge Base](/glossary/knowledge-base)
- [Knowledge Management](/glossary/knowledge-management)
- [NPS](/glossary/nps)
- [Omnichannel Support](/glossary/omnichannel-support)
- [Self-Service Rate](/glossary/self-service-rate)
- [SLA](/glossary/sla)
- [Support Ticket](/glossary/support-ticket)
- [Ticket Volume](/glossary/ticket-volume)
- [Tiered Support](/glossary/tiered-support)

## 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](/platform).