### Contents

- [**Glossary Terms**](#resources-glossary_terms)
- [**Discussions**](#resources-discussions)
- [**Reports**](#resources-reports)

# Digital Customer Service Platforms Resources

##### Glossary Terms, Discussions, and Reports to expand your knowledge on Digital Customer Service Platforms

Resource pages are designed to give you a cross-section of information we have on specific categories. You'll find [feature definitions](#resources-glossary_terms), [discussions](#resources-discussions) from users like you, and [reports](#resources-reports) from industry data.

[ContentsExpand/Collapse Contents](#)
- [**Glossary Terms**](#resources-glossary_terms)
- [**Discussions**](#resources-discussions)
- [**Reports**](#resources-reports)

## Digital Customer Service Platforms Glossary Terms

[![Retention Rate](https://learn.g2.com/hubfs/G2CM_GI595_Glossary_Article_Images_%5BRetention_Rate%5D_V1b.png "Retention Rate")](https://www.g2.com/glossary/retention-rate-definition)

[Retention Rate](https://www.g2.com/glossary/retention-rate-definition)

A retention rate is the percentage of customers who continue paying for a service or product during a specific period. Learn ways to improve this metric.

by Kelly Fiorini

[![Customer Support](https://learn.g2.com/hubfs/G2CM_GI554_Glossary_Article_Images-%5Bcustomer_support%5D_V1b.png "Customer Support")](https://www.g2.com/glossary/customer-support-definition)

[Customer Support](https://www.g2.com/glossary/customer-support-definition)

Customer support is a branch of customer service providing assistance to customers when they have problems using a product. Learn its best practices.

by Holly Landis

## Digital Customer Service Platforms Discussions

0

Question on: Fin
[How does Intercom chat work?](/discussions/how-does-intercom-chat-work)

How does Intercom chat work?

Easy and quick.

Answered: Mario Zijlstra on July 14, 2022

[Your answer](/discussions/how-does-intercom-chat-work/comments/new?remote=true)

0

Question on: Help Scout
[What is customer support software?](/discussions/what-is-customer-support-software)

What is customer support software?

Customer support software is a centralized tool for receiving and responding to feedback. Typical systems allow customers to submit messages or report issues, and then those can be organized and handled by a support team. Usually these inputs are collected in a ticket system. Outside integrations often allow other tools to generate tickets as well, such as services that analyze and report software bugs or errors. Most customer support software also incudes robust reporting so that management can track volume, response times, and resolution times, among other things.

Answered: Ben Whiting on October 11, 2022

[Your answer](/discussions/what-is-customer-support-software/comments/new?remote=true)

0

Question on: Gorgias
[Is gorgias a CRM tool?](/discussions/is-gorgias-a-crm-tool)

Is gorgias a CRM tool?

Yes

Answered: Molly Garraway on July 13, 2022

Not really. It's more for an advanced ticketing system. 

Answered: Pavel Smirnov on July 14, 2022

[See more answers (1)](javascript:void(0);)

[Your answer](/discussions/is-gorgias-a-crm-tool/comments/new?remote=true)

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## Digital Customer Service Platforms Reports

Mid-Market Grid® Report for Digital Customer Service Platforms

Summer 2026

G2 Report: Grid® Report

Grid® Report for Digital Customer Service Platforms

Summer 2026

G2 Report: Grid® Report

Enterprise Grid® Report for Digital Customer Service Platforms

Summer 2026

G2 Report: Grid® Report

Momentum Grid® Report for Digital Customer Service Platforms

Summer 2026

G2 Report: Momentum Grid® Report

Small-Business Grid® Report for Digital Customer Service Platforms

Summer 2026

G2 Report: Grid® Report

Enterprise Grid® Report for Digital Customer Service Platforms

Spring 2026

G2 Report: Grid® Report

Small-Business Grid® Report for Digital Customer Service Platforms

Spring 2026

G2 Report: Grid® Report

Mid-Market Grid® Report for Digital Customer Service Platforms

Spring 2026

G2 Report: Grid® Report

Grid® Report for Digital Customer Service Platforms

Spring 2026

G2 Report: Grid® Report

Momentum Grid® Report for Digital Customer Service Platforms

Spring 2026

G2 Report: Momentum Grid® Report