Test Your Knowledge Customer Care Vocabulary Quiz

A knowledge base is a centralized collection of information, such as FAQs, tutorials, and troubleshooting guides, that customers and agents can access to find answers to common questions.

FCR is a key metric in customer care. It measures the ability to resolve a customer's issue during the initial contact, without the need for transfers, escalations, or callbacks. This improves efficiency and customer satisfaction.

Sentiment analysis uses technology to analyze customer feedback (reviews, social media posts) to determine the emotional tone and understand customer attitudes towards a brand or product.

CRM involves using technology and strategies to manage all interactions and relationships with customers throughout the customer lifecycle. This includes sales, marketing, and customer service.

Going the extra mile means doing more than the bare minimum to satisfy a customer. This might involve proactive problem-solving, personalized attention, or offering unexpected perks. This builds strong relationships and brand loyalty.

Customer retention focuses on strategies and actions that keep existing customers happy and loyal. This reduces customer churn (loss of customers) and is more cost-effective than acquiring new customers.

Customer segmentation involves dividing customers into distinct groups based on shared characteristics (demographics, behavior, needs). This allows for targeted marketing and personalized customer care approaches.

A chatbot is an AI-powered program that can simulate conversation with users, providing automated responses to common queries and assisting with basic tasks. It can be integrated into websites and messaging platforms.

 NPS measures customer loyalty and their likelihood to recommend a company to others. It's based on a simple survey question: "On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?"

A customer journey map is a diagram that illustrates the various stages a customer goes through when interacting with a company. It helps identify pain points and opportunities for improvement in the customer experience.