Glossary

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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.

Key data points that show how well a company is meeting customer expectations.

Tools and services that help companies deliver better customer interactions.

Comments and insights from customers about their experiences, collected formally or informally.

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