Glossary

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Support provided to customers through digital platforms, such as live chat, email, or messaging apps.

The complete journey and impressions a customer has while engaging with a brand through digital means.

Messaging systems that allow agents to talk with customers on their preferred platforms, offering personalized help at scale.

The percentage of customers who continue using a service over a certain period.

Any digital communication between a patient and a healthcare provider, such as via telehealth, patient portals, or secure messages.

An AI-driven virtual assistant that helps customers via text-based interactions.

The experience customers have when shopping or interacting with a retail brand online, focusing on ease, personalization, and satisfaction.

Any message (email, SMS, voice, chat) sent from agents to customers as part of service delivery.

Online tools or platforms that let customers solve problems or complete tasks on their own, without needing a service agent.

A digital assistant that supports customer service teams in delivering smoother, personalized experiences.

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