Chatbot:
A programmed system that responds to common customer questions
Customer satisfaction (CSAT) survey:
A tool that measures how products and services supplied by a company meet or surpass customer expectations
Customer service:
The advice and support a company provides to its customers before, during, and after a purchase
Dynamic remarketing:
A process that allows a company to show previous visitors ads that contain products and services they viewed on the company’s site
Featured snippet:
A special box that displays information about a search in the results page
Frequently asked questions (FAQ):
A section on a website that provides answers to the questions that customers might have regarding a business, their products or services, policies, processes, and more
Live chat:
A customer service technology that allows customers to communicate in real time with a business representative
Multi-channel customer service:
Refers to providing customer service across multiple channels
Net Promoter Score (NPS) survey:
A single-question survey that asks respondents to rate the likelihood that they would recommend a company, product, or a service to a friend or colleague on a scale from zero to ten
Points model:
A rewards program that offers customers a point equivalent for a determined monetary value spent over the course of several purchases
Post-purchase communication:
Any direct interaction customers have with a brand after they make a purchase
Replenishment emails:
Emails used to prompt customers to make a repeat purchase when the items they previously bought are about to run out
Rewards program:
A marketing strategy designed to build customer loyalty by providing incentives for customers to continue shopping with the brand
Spend-based model:
A rewards program that offers customers incentives based on an amount spent during a single purchase
Subscription model:
A rewards program that requires customers to make a recurring payment in order to receive an exclusive incentive
Tier-based model:
A rewards program that allows customers to graduate to new customer status levels based on the amount of money they spend with a company over time
Usability survey:
A survey that assesses the customer’s satisfaction with a company’s website and identifies any problems the customer may experience along their shopping journey