Customerly Glossary

CSAT (Customer Satisfaction) is a key performance indicator that measures the satisfaction level of customers with a company's products or services.

Customer Service Metrics are quantifiable data points used to measure the quality and effectiveness of a company's customer service, leading to higher customer satisfaction and loyalty.

Third party customer service companies are external providers that handle customer service functions for other businesses, offering benefits such as cost savings and access to expertise.

A Customer Service Manager oversees customer service activities in a company, ensuring excellent levels of service and customer satisfaction.

A Client Relationship Executive manages and nurtures profitable relationships with a company's key clients, ensuring client satisfaction and loyalty.

Customer Service Outsource Companies are third-party providers that handle customer service for businesses, offering various benefits including cost savings and improved customer satisfaction.

A Customer Success Analyst is a professional who ensures customer satisfaction by analyzing data, identifying trends, and providing insights.

A Customer Service Director is an executive responsible for customer service activities in an organization, including setting standards, managing teams, and ensuring customer satisfaction.

A 'Customer Success Technology Stack' refers to a collection of software tools used by a customer success team to manage and improve customer relationships.

A Customer Support Hero is a frontline professional who ensures customer satisfaction by solving their problems promptly and effectively.

B2B or Business to Business refers to transactions and communications between businesses, such as between a supplier and a retailer.

Agent Performance refers to the measure of efficiency and effectiveness of an agent in a customer service setting, impacting customer satisfaction and business success.

Service Automation refers to the process of automating repetitive tasks or services to improve efficiency and reduce errors.

OSAT (Overall Satisfaction) is a business metric that measures customer satisfaction with a company's products or services.

Customer Satisfaction Metrics are quantitative measures used to assess the level of customer satisfaction with a company's products or services.

Sentiment Analysis is a computational study of people's opinions, emotions, and attitudes expressed in written language, used widely in business and politics.

AI, or Artificial Intelligence, is a branch of computer science that aims to create intelligent machines capable of mimicking human intelligence.

NLP (Natural Language Processing) is a branch of AI that helps computers understand, interpret, and respond to human language.

Customer Service (CS) refers to the assistance provided by a company to its customers regarding a product or service. It is crucial in building customer relationships.

An AI Agent is a software entity that autonomously performs tasks by perceiving and acting upon its environment, mimicking human decision-making processes. Widely used across industries for automation and complex problem-solving.

Knowledge Base Management is a systematic approach to manage an organization's intellectual assets and expertise, improving efficiency and productivity.

A Knowledge Base (KB) is an information repository that provides a self-service platform for customers and a resource center for employees.

Conversational AI for Customer Service refers to the use of AI technologies to automate and enhance customer interactions. It can improve customer satisfaction and efficiency.

Conversational AI is a technology enabling computers to simulate human-like conversations using NLP, speech recognition, and machine learning to enhance customer service and user engagement.

A Customer Success Manager (CSM) is a professional role focused on ensuring customer satisfaction and retention, driving repeat business.

A Customer Support Agent is a professional who assists customers with queries, complaints, or issues they encounter while using a product or service.

A Customer Experience Analyst is a professional who analyzes a company's customer interactions to provide insights for improving customer satisfaction and loyalty.

Business philosophy is a set of beliefs and principles guiding a company's operations, decisions, and interactions with stakeholders.

Onboarding automation is the use of digital tools to streamline the process of integrating new employees, customers, or users into a system.

A ticketing system is a centralized management tool that processes, catalogs and tracks customer service requests across various channels.

AI Customer Service Chatbots are AI software that simulate human-like conversations with customers, providing instant and personalized customer service.

Marketing Automation is a technology that manages marketing processes and campaigns across multiple channels, automatically. It is used to streamline, automate, and measure marketing tasks.

Help Desk Software is a tool used by businesses to manage, track, and resolve customer queries and issues effectively.

Customer service bots are AI software that simulate human conversation, providing 24/7 customer support and improving service efficiency.

Customer service outsourcing companies are third-party providers that manage customer service operations for businesses, offering benefits like cost savings and access to skilled professionals.

A Customer Success Coordinator is a professional who ensures customer satisfaction by providing support, addressing concerns, and enhancing the customer experience.

Customer Success Operations involves strategies and activities to ensure customer satisfaction and loyalty, widely used in customer-centric businesses.

Generative AI uses machine learning to create content, automate creativity, and enhance efficiency. From customer service to content generation, businesses leverage AI to improve user experiences and streamline operations.

A Customer Support Specialist is a professional who provides assistance to customers, resolving their issues and maintaining customer satisfaction.

Visitor Identification is a process used by websites to gather information about visitors, providing valuable insights into user behavior and aiding in content optimization.

An email domain is the part of an email address after the @ symbol, representing the mail server. It's crucial for routing and delivering emails.

Email Deliverability refers to the ability of an email to reach the recipient's inbox without being flagged as spam or getting lost.

Website optimization is the process of making changes to your website to improve its performance in search engine results pages.

Website Integration is the process of connecting various components of a website to function as a unified system, enhancing its functionality and user experience.

UTM code is a simple piece of code attached to a custom URL to track a source, medium, and campaign name. It helps in tracking the effectiveness of online marketing campaigns.

Unsubscribe refers to the process of opting out from receiving emails or other forms of digital communication from a particular source.

Tag management is a system used in digital marketing to manage tags, which are snippets of custom code embedded in web pages and mobile apps.

Subject line length refers to the number of characters in an email's subject line. It is crucial in email marketing as it can affect open rates.

A subject line is a brief summary of an email or letter, crucial for grabbing the reader's attention and increasing open rates.

Software as a Service (SaaS) is a cloud-based service where you access an application via an internet browser, instead of downloading software to run and update.

Segmenting is a marketing process of dividing a broad target market into subsets based on common needs, interests, and priorities.

Return on Investment (ROI) is a financial metric used to measure the probability of gaining a profitable return from an investment.

A pipeline is a set of data processing elements connected in series. It is used in computing and data management to streamline processes and improve throughput.

A comprehensive guide on Marketing Automation (MA), its usage, benefits, related software, and common FAQs.

CLV or Customer Lifetime Value is a prediction of the net profit attributed to the entire future relationship with a customer. It is used to guide marketing, sales, and customer service strategies.

CSS is a style sheet language used for describing the look and formatting of a document written in HTML or XML.

CC Email refers to the practice of sending a copy of an email to additional recipients beyond the primary recipient. It's used in both professional and personal settings.

Call Centre Scripting Software is a tool used in call centres to guide agents through customer interactions. It improves consistency, efficiency and customer satisfaction.

Bulk email is a marketing method used to send an email message to multiple recipients at once. It's a crucial tool in digital marketing strategies.

The CAC:LTV ratio is a business metric assessing the cost of acquiring a new customer against the revenue they generate over their lifetime.

Automating is the process of using technology to perform tasks that were previously done manually, increasing efficiency and productivity.

Automated Reporting is the process of producing reports using software automatically, saving time and ensuring accuracy and consistency.

API Integration is the process of connecting different software systems to communicate, exchange data, and perform functions.

Customer Review Management (CRM) refers to the process of monitoring, responding to, and analyzing customer feedback across various online platforms.

Consumer Journey Mapping is a tool that visually represents a customer's engagement process with a business, from initial contact to a long-term relationship.

A Customer Flow Management System (CFMS) is a set of tools designed to manage and enhance a customer's journey within an organization.

Customer Journey Mapping Solutions refer to tools and strategies used to visualize and improve the customer interaction process with a business.

Website Integration is the process of connecting various components of a website to function as a unified system, enhancing its functionality and user experience.

UTM code is a simple piece of code attached to a custom URL to track a source, medium, and campaign name. It helps in tracking the effectiveness of online marketing campaigns.

Unsubscribe refers to the process of opting out from receiving emails or other forms of digital communication from a particular source.

Tag management is a system used in digital marketing to manage tags, which are snippets of custom code embedded in web pages and mobile apps.

Subject line length refers to the number of characters in an email's subject line. It is crucial in email marketing as it can affect open rates.

A subject line is a brief summary of an email or letter, crucial for grabbing the reader's attention and increasing open rates.

Software as a Service (SaaS) is a cloud-based service where you access an application via an internet browser, instead of downloading software to run and update.

Segmenting is a marketing process of dividing a broad target market into subsets based on common needs, interests, and priorities.

Return on Investment (ROI) is a financial metric used to measure the probability of gaining a profitable return from an investment.

A pipeline is a set of data processing elements connected in series. It is used in computing and data management to streamline processes and improve throughput.

A comprehensive guide on Marketing Automation (MA), its usage, benefits, related software, and common FAQs.

CLV or Customer Lifetime Value is a prediction of the net profit attributed to the entire future relationship with a customer. It is used to guide marketing, sales, and customer service strategies.

CSS is a style sheet language used for describing the look and formatting of a document written in HTML or XML.

CC Email refers to the practice of sending a copy of an email to additional recipients beyond the primary recipient. It's used in both professional and personal settings.

Call Centre Scripting Software is a tool used in call centres to guide agents through customer interactions. It improves consistency, efficiency and customer satisfaction.

Bulk email is a marketing method used to send an email message to multiple recipients at once. It's a crucial tool in digital marketing strategies.

The CAC:LTV ratio is a business metric assessing the cost of acquiring a new customer against the revenue they generate over their lifetime.

Automating is the process of using technology to perform tasks that were previously done manually, increasing efficiency and productivity.

Automated Reporting is the process of producing reports using software automatically, saving time and ensuring accuracy and consistency.

API Integration is the process of connecting different software systems to communicate, exchange data, and perform functions.

Customer Review Management (CRM) refers to the process of monitoring, responding to, and analyzing customer feedback across various online platforms.

Consumer Journey Mapping is a tool that visually represents a customer's engagement process with a business, from initial contact to a long-term relationship.

A Customer Flow Management System (CFMS) is a set of tools designed to manage and enhance a customer's journey within an organization.

Customer Journey Mapping Solutions refer to tools and strategies used to visualize and improve the customer interaction process with a business.