Category: Glossary

The use of digital tools—like email, text, or messaging apps—to send or receive information.

The full experience a customer has when interacting with a business through digital platforms like websites, apps, or email.

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

A suite of digital tools used to manage communication, workflows, and customer interactions.

A diagram showing how insurance customers interact with a provider, from research to claims and renewals.

Planning for how many agents are needed and when, based on expected customer demand and business goals.

A strategy or tool used to manage and analyze customer interactions and data throughout the customer lifecycle — with the goal of improving customer service, retention, and sales growth.

A label or status assigned to a completed customer interaction to indicate the result or outcome.

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.