Glossary

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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.

Cloud-based tools that let businesses add communication functions (like SMS or voice) into their apps.

Offering related or complementary products to a customer to increase the value of a sale.

How a company supports and builds relationships with its customers across all stages.

All ways customers and companies exchange information, from email and phone to social media.

Outsourcing customer-facing tasks—like support or chat—to third parties to improve efficiency.

AI chatbots that help customers solve problems without human involvement.

Strategies to improve and control how customers experience a brand.

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