Customer support is a subset of customer service that focuses specifically on technical assistance and troubleshooting. A help desk is a centralized resource for resolving technical issues and answering queries, often through various communication channels like phone, email, or chat.

A Service Level Agreement (SLA) is a contract that outlines the expected level of service, including metrics such as response time and issue resolution time. Response time refers to how quickly customer service representatives address customer inquiries or problems. Meeting or exceeding SLA terms is essential for maintaining customer satisfaction.

Customer Experience (CX) is the overall journey a customer has with a company, from initial contact through post-purchase interactions. Customer Satisfaction (CSAT) is a metric used to gauge how satisfied customers are with a specific interaction or the overall service. Both CX and CSAT are critical for evaluating the effectiveness of customer service strategies.

First Call Resolution (FCR) measures the ability to resolve customer issues in a single interaction, which is a key indicator of efficient customer service. Customer feedback, collected through surveys and other means, provides valuable insights into the strengths and weaknesses of customer service operations.

Customer Relationship Management (CRM) systems are tools used to manage and analyze customer interactions and data throughout the customer lifecycle. Order fulfillment is the process of completing a customer's purchase, from order receipt to delivery. Both CRM and efficient order fulfillment are vital components of a comprehensive customer service strategy.