Glossary

A service desk is typically the main point of contact between users and service providers. Service desk software helps teams execute on this offering.

A changelog is used to share software product updates with customers. Successful teams think about changelog format and how it integrates with other resources.

SMS customer service is any support your business provides customers via SMS text messaging.

Companies use business SMS to have two-way conversations with their customers. A business SMS platform streamlines and centralizes these communications.

Marketing automation is the use of software and technology to manage marketing processes and campaigns automatically across multiple channels.

Customer self-service is an offering that gives customers the ability to solve problems on their own – without having to talk to a customer service professional.

A knowledge base is a self-serve online library of information about a product, service, or specific product.

A support ticket is a mechanism for customers to make a request to a business, which the business can then use to reference the customer’s query.

Call deflection is a technique used to redirect a portion of your incoming customer service calls to digital support channels.