Onboarding flow, The process a customer follows when starting to use a product or service, Root cause, The main reason why a problem happened, Ticket / Case, A recorded customer issue, request, or question, Feedback loop, A process of collecting and using feedback to improve something, Proactive outreach, Contacting customers before they ask for help, Pain point, A specific problem or frustration a customer experiences, Handoff, The transfer of responsibility from one team or person to another, First response time, The time it takes to give the first reply to a customer

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