Customerly Glossary

An audience is a group of people who receive and interpret messages in a show, work of art, or media. They are pivotal in content creation and marketing.

A Digital Marketing Analyst is a professional who analyzes data from digital channels to optimize marketing efforts.

Performance Marketing is a type of online advertising where advertisers pay marketing companies when a specific action is completed.

Helpdesk software is a digital tool that helps manage and track customer service requests, improving efficiency and customer satisfaction.

B2C, or Business to Consumer, is a business model where businesses sell products or services directly to individual consumers.

An autoresponder is an automated email system used in email marketing to maintain contact with customers. It sends predefined messages based on specific triggers.

An attribution model is a set of rules that determines how credit for sales and conversions is assigned to touchpoints in conversion paths.

An algorithm is a step-by-step procedure or a set of rules to be followed in calculations or problem-solving operations.

A Bounce Back Email is an automated message informing the sender that their email has not been delivered. It can be due to various reasons.

Behavioral targeting is a digital marketing strategy that uses data analysis to deliver personalized ads based on consumers' online behavior.

BBC Email is an internal email service provided by the British Broadcasting Corporation for its employees and affiliates.

Backlinks are links from one website to another, playing a significant role in SEO as they influence a website's ranking.

A business proposal is a formal document used to outline a company's offerings to prospective clients or customers, essentially serving as a sales pitch.

A business pitch is a brief presentation that outlines a business concept, used to gain the interest of potential investors, partners, or customers.

A broadcast text message is a method of sending the same text to multiple recipients simultaneously. It's used in marketing, alerts, reminders, and more.

Branding is a critical marketing strategy that involves creating a unique name, symbol or design that differentiates a product from others.

Brand Strategy is a long-term plan designed to establish a successful brand. It involves defining the brand's unique selling proposition, creating a compelling brand story, and designing a distinctive visual identity.

Brand positioning is a strategic marketing concept that distinguishes a brand from its competitors, creating a unique impression in the minds of its target audience.

A Brand Evangelist is a loyal customer who passionately promotes a brand, product, or service, contributing to brand awareness and sales.

The buyer's journey is a marketing term that describes the process consumers go through before purchasing a product or service. It consists of three stages: awareness, consideration, and decision.

Capture Rate is a business metric that measures the percentage of the total potential market a business or product has reached.

Channel Strategy is a company's plan for distributing its products or services to reach its target customers effectively.

Call Recording is a technology-based process allowing businesses to record telephone conversations for quality control, training, and legal purposes.

Call Monitoring is the practice of observing and analyzing phone calls within a company to maintain quality control, ensure compliance, and improve customer service.

Call Escalation refers to the process of transferring a customer's call to a higher authority or skilled representative to resolve complex issues.

Call deflection is a strategy used in customer service to manage incoming calls by directing them towards more efficient, automated or self-service channels.

Blended agents are call center professionals who handle both inbound and outbound calls. They provide flexibility and can adapt to changing call volumes.

An automated attendant is a digital system that transfers calls to different extensions without the need for a human operator.

WOW (Walk-Out Working) is a retail strategy ensuring customers leave with a fully functional product, enhancing customer satisfaction and loyalty.

WOC (Web of Conferences) is an open-access platform for online conference proceedings across various academic disciplines.

Workforce Optimization (WFO) is a business strategy that integrates several functions to improve the efficiency and productivity of the workforce.

VUI (Voice User Interface) is a technology that enables users to interact with digital devices using voice commands. It is used in voice assistants like Alexa and Siri.

VRM (Vendor Relationship Management) is a business strategy that empowers consumers to manage their relationships with vendors.

VOE, or Voice of the Employee, refers to the process of gathering, analyzing, and acting upon feedback from employees to enhance satisfaction and productivity.

VOC (Voice of the Customer) is a research technique that helps businesses capture customers' expectations, preferences, and dislikes.

VaaS (Video as a Service) is a cloud-based video communication model that reduces costs and complexities for businesses.

Discover the meaning of UI/UX, its usage and context, related software, benefits, and more. Understand why good UI/UX design is crucial for digital products.

UCaaS (Unified Communications as a Service) is a cloud-based communication solution that integrates various communication and collaboration tools.

Unified Communications (UC) is a system that integrates multiple communication methods within a business, enhancing communication, collaboration, and productivity.

TQM (Total Quality Management) is a systematic approach aimed at improving the performance of an organization by refining its processes and systems.

The TCPA is a US federal law that restricts unsolicited marketing calls, text messages, and faxes, protecting consumer privacy and setting guidelines for businesses.

TCO (Total Cost of Ownership) is a financial estimate used to determine the direct and indirect costs of a product or system over its life cycle.

TaaS (Technology as a Service) is a business model where technology services are offered on a subscription basis, enabling businesses to access the latest technology without large upfront investments.

STT, or Speech to Text, is a technology that converts spoken language into written text. It has a wide range of applications and benefits.

SSO (Single Sign-On) is a user authentication method that allows users to use one set of login credentials to access multiple applications.

SRM (Supplier Relationship Management) is a systematic approach to managing and optimizing interactions with suppliers to add value to an organization.

SPOC (Single Point of Contact) is a business strategy that streamlines communication by providing one main contact point. It improves efficiency and customer satisfaction.

SOA is a software design pattern that structures an application as a collection of services, allowing for efficient system integration and improved interoperability.

SNMP (Simple Network Management Protocol) is a protocol in the TCP/IP suite that is used for managing and monitoring network devices.

A Subject Matter Expert (SME) is an individual with deep understanding in a particular field, providing knowledge and insights on specific topics.

SIP, or Session Initiation Protocol, is a communication protocol used in VoIP networks to establish, modify, and terminate multimedia sessions.

Sales Force Automation (SFA) is a software solution to automate sales tasks, improve productivity and enhance customer service.

Support Engineer (SE) is a professional responsible for providing technical support, diagnosing, and resolving hardware or software issues.

Software-Defined Radio (SDR) is a versatile radio communication system implemented by software on a PC or embedded system.

Learn about SDN (Software-Defined Networking), a technology that centralizes network control and improves performance through programmable interfaces.

Skills-Based Routing (SBR) is a strategy used in call centers to assign incoming calls to the most suitable agent based on their skills and knowledge.

Real-Time Monitoring (RTM) is a process that continuously analyzes a system's performance in real-time to detect and resolve issues quickly.

RTA (Real-Time Analytics) is a method that enables immediate processing and analysis of data, allowing businesses to make instant decisions.

Robotic Process Automation (RPA) is a technology that uses software bots to automate repetitive, rule-based tasks, improving efficiency and accuracy.

RMM (Remote Monitoring and Management) is a software used by MSPs to remotely monitor and manage client's IT systems, reducing downtime and improving efficiency.

RCS (Rich Communication Services) is a communication protocol that enhances traditional SMS and MMS services with advanced features.

PSTN (Public Switched Telephone Network) is the world's collection of interconnected voice-oriented public telephone networks.

PaaS (Platform as a Service) is a cloud computing model that provides a platform for customers to develop, run, and manage applications without the complexity of building and maintaining the infrastructure.

Omnichannel (OMNI) is a sales approach that integrates multiple channels to provide a seamless, consistent customer experience.

The OFC (Office of Fair Trading) was a UK government department responsible for protecting consumer interests and promoting fair business practices.

Noisy Neighbor Mitigation (NNM) is a strategy in cloud computing to control resource usage and prevent one application from affecting others' performance.

NLU (Natural Language Understanding) is a subfield of AI that enables computers to understand and respond to human language in a meaningful way.

MTTR (Mean Time to Resolve) is a key performance indicator that measures the average time taken to fix a failed system or resolve a problem.

MTBF (Mean Time Between Failures) is a predictive reliability measure used to estimate the time between inherent failures of a system during operation.

A Managed Service Agreement (MSA) is a contract between a business and a service provider outlining the responsibilities, expectations, and terms of their relationship.

An LMS (Learning Management System) is a software platform used to manage, deliver, and track educational courses or training programs.

Learn about Knowledge Management (KM), its definition, usage, benefits, related software, and frequently asked questions.

Knowledge-Centered Support (KCS) is a service delivery methodology that leverages collective knowledge to improve service quality, efficiency, and reduce costs.

IVVR (Interactive Voice and Video Response) is an advanced technology that combines voice and video capabilities in a single system, enhancing customer service and other applications.

ITIL (Information Technology Infrastructure Library) is a set of practices for IT service management (ITSM) that aligns IT services with business needs.

IPCC, or IP Contact Center, is a customer service center that uses IP for call routing, allowing efficient management of customer interactions across various channels.

IoE (Internet of Everything) is a concept that extends the Internet of Things (IoT) to include people and processes, creating an interconnected world where everything communicates.

Instant Messaging (IM) is a real-time communication tool used for exchanging text messages, files, and conducting voice and video calls over the internet.

ID&V (Identification and Verification) is a process used primarily in the financial and telecommunications sectors to confirm a customer's identity, reducing the risk of fraud.

ICR (Intelligent Call Routing) is a technology that routes phone calls to the most appropriate agent or department within a business.

IaaS, or Infrastructure as a Service, is a cloud computing model that provides virtualized computing resources over the internet.

Human Touch Technology (HTT) refers to technologies that mimic, replicate, or enhance human interactions for a more intuitive and engaging user experience.

HIPAA is a US law that establishes standards for the electronic exchange, privacy, and security of health information.

HCI, or Human-Computer Interaction, is a multidisciplinary field focused on the design of computer technology and the interaction between humans and computers.

FTE or Full-Time Equivalent is a measure that indicates the workload of an employed person. It is used in workforce planning and budgeting.

ESAT (Employee Satisfaction) is a metric used to measure the satisfaction levels of employees within an organization.

ERP (Enterprise Resource Planning) is a business process management software that integrates various business functions. It's used by companies to streamline processes and improve efficiency.

EFM (Enterprise Feedback Management) is a system used by organizations to collect, manage, and analyze customer feedback to enhance their products and services.

An ECC (Enterprise Contact Center) is a platform that manages customer interactions across multiple channels, improving response times and customer satisfaction.

Enterprise Application Integration (EAI) is a strategy for the integration, modernization, and coordination of various business applications within an enterprise.

DSAT (Dissatisfaction) is a key measure in customer service, used to gauge the level of customer discontent with a product, service, or experience.

The Data Protection Act (DPA) is a UK legislation that governs the protection of personal data, ensuring privacy and security.

DBM (Database Management) refers to the use of software applications to organize and manipulate databases, ensuring the consistency, integrity, and security of data.

DaaS (Data as a Service) is a cloud-based strategy that allows users to access data stored on remote servers. It offers benefits like cost savings, scalability, and improved decision-making.

CTR (Click Through Rate) is a metric used in digital marketing to measure the effectiveness of an online advertising campaign.

CSS (Customer Self-Service) is a support system that allows customers to perform tasks without live assistance, improving customer experience and reducing costs.

CPI (Cost Per Interaction) is a digital marketing metric that calculates the cost incurred by an advertiser each time a user interacts with their advertisement.

CPaaS is a cloud-based platform that allows developers to add real-time communication features into their applications without needing to build backend infrastructure.

COPC (Customer Operations Performance Center) is a performance management framework designed to improve customer-centric service operations.

CCaaS (Contact Center as a Service) is a cloud-based solution that allows businesses to manage customer interactions across multiple channels.