Nessa Morrissey

Omnichannel support is a customer service approach that offers customers integrated and seamless support across multiple different channels.

A sales-qualified lead (SQL) is a vetted prospect (or qualified sales lead) who has indicated through a series of actions that they have a high probability of converting.

A push notification is a short communication sent directly to users as a pop-up message. They can appear on mobile devices and on computer browsers.

Tiered support is a customer service system that is organized by different distinct levels (or tiers) to ensure support issues are handled strategically and efficiently.

Customer cohort analysis is the act of looking at a group of people based on their shared characteristics to better analyze their behaviors over a specific period of time.

Customer relationship management (CRM) refers to technology that helps companies build authentic, meaningful relationships with customers and prospective customers.

First contact resolution (FCR) is an important metric that tracks how often your customers’ queries are resolved after their first interaction with support.

Customer onboarding welcomes customers to your product or service, helps them get acquainted with your features, and sets them up for long-term success.

A marketing-qualified lead (MQL) is a qualified prospect who has interacted with a brand’s marketing content, but hasn’t yet engaged with sales