Glossary

Conversational AI (artificial intelligence) is technology that users can intuitively communicate with through speech or text..

Conversion rate is the percentage of customers who perform a desired action, such as engaging with an advertisement or making a purchase

Customer activation is the act of motivating a customer through marketing efforts to take the next step in the customer journey (or customer lifecycle).

A customer data platform is software that pulls in multiple data streams into one consistent database that helps to organize and manage customer data.

Omnichannel support is a customer service approach that offers customers integrated and seamless support across multiple different channels.

A sales-qualified lead (SQL) is a vetted prospect (or qualified sales lead) who has indicated through a series of actions that they have a high probability of converting.

A push notification is a short communication sent directly to users as a pop-up message. They can appear on mobile devices and on computer browsers.

Tiered support is a customer service system that is organized by different distinct levels (or tiers) to ensure support issues are handled strategically and efficiently.

Customer cohort analysis is the act of looking at a group of people based on their shared characteristics to better analyze their behaviors over a specific period of time.