What is call deflection?
Growth
2 min read
Call deflection is a technique used to redirect a portion of your incoming customer service calls to digital support channels.
Nessa Morrissey
Latest posts by Nessa Morrissey
Growth 2 min read
What is conversational AI?
Conversational AI (artificial intelligence) is technology that users can intuitively communicate with through speech or text..
Growth 3 min read
What is a conversion rate?
Conversion rate is the percentage of customers who perform a desired action, such as engaging with an advertisement or making a purchase
Growth 2 min read
What is customer activation?
Customer activation is the act of motivating a customer through marketing efforts to take the next step in the customer journey (or customer lifecycle).
Growth 5 min read
What is a customer data platform?
A customer data platform is software that pulls in multiple data streams into one consistent database that helps to organize and manage customer data.
Growth 2 min read
What is omnichannel support?
Omnichannel support is a customer service approach that offers customers integrated and seamless support across multiple different channels.
Growth 3 min read
What is a sales-qualified lead (SQL)?
A sales-qualified lead (SQL) is a vetted prospect (or qualified sales lead) who has indicated through a series of actions that they have a high probability of converting.
Growth 3 min read
What is a push notification?
A push notification is a short communication sent directly to users as a pop-up message. They can appear on mobile devices and on computer browsers.
Growth 2 min read
What is tiered support?
Tiered support is a customer service system that is organized by different distinct levels (or tiers) to ensure support issues are handled strategically and efficiently.
Growth 2 min read
What is customer cohort analysis?
Customer cohort analysis is the act of looking at a group of people based on their shared characteristics to better analyze their behaviors over a specific period of time.