Glossary of Terms

Deepen your understanding to drive your expertise, and share with colleagues to enlighten ideas and inspire innovation. This glossary of terms will help to elevate clarity, and guide conversations that bridge gaps across teams of shared interest in customer centricity.

What is Chat?

Chat is text-based digital messaging technology that allows users to communicate in real time. Organizations frequently deploy chat capabilities on their websites to provide sales or service assistance. Consumers consider chat to be an effective and convenient support channel and adoption is increasing among both businesses and consumers.

In a typical customer service chat session, the customer initiates the session and is connected to a chat agent who has been trained to handle their issue type. They then have a “conversation” consisting of typed questions and responses. A transcript is generated that provides a record of the chat interaction. At the conclusion of the chat session, the customer might be invited to complete a survey that assesses their satisfaction with the interaction.

Contact centers that support multiple channels, including chat, should strive to offer omnichannel customer experiences (CX) that allow customers to seamlessly switch channels within the same transaction. That would enable, for example, a customer to begin their interaction in chat session and switch to phone support. Because the experience is omnichannel, the phone agent would have access to the chat transcript so the customer doesn’t have to repeat the details of their issue.

Organizations are increasingly using bots in their chat experiences. Bots leverage artificial intelligence to understand and mimic human speech. This allows them to interact with customers and answer their questions or conduct simple transactions for them. If the issue is too complex for the bot the chat session can be transferred to an agent for resolution.

About NICE Satmetrix

NICE Satmetrix is the leading global provider of Voice of the Customer (VOC) software used by the world's most forward-thinking companies to analyze and transform their customer service interactions. Our Customer Journey-based solution combines and analyzes customer interactions, solicited feedback, and operational data at enterprise scale to uncover blind spots, increase customer satisfaction and improve agent performance.

With consumers reaching out to contact centers for more reasons than ever before, providing consistent and optimized experiences is central to fostering loyalty and increasing customer lifetime value. NICE Satmetrix VOC enables businesses of all sizes to grow the value of customer service touchpoints and operationalize customer feedback.

With NICE Satmetrix VOC, the top VOC solution for contact centers, contact centers get access to:

Integrations with NICE inContact CXone and the NICE portfolio of contact center solutions

  • Superior analytics
  • Digital omnichannel and hassle-free IVR integrations
  • Customer Journey-based design
  • One-stop-shop for all your contact center VOC needs

NICE Satmetrix is the co-creator of the Net Promoter Score® (NPS®), one of the best indicators of customer loyalty and predictors of business growth. We've instilled our deep knowledge of consumer behavior into our VOC software to make NICE Satmetrix holistic VOC a true one-stop shop for Voice of the Customer with a self-service solution that meets the needs of organizations of every size.

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