Conversational Marketing Software Glossary: Key Terms & Concepts

Contact management refers to keeping, organizing, and managing information about your customers, prospects, and sales leads. In its most basic form, an address book or an Excel or Google s...read more

Customer support is a term used to describe services that assist customers in making the most cost-effective and proper usage of a product. From product planning to installation, training,...read more

Trading money electronically is known as online payment. Computer networks, the internet, and digital stored value systems are commonly used in this process. You accept an online payment w...read more

Appointment scheduling is a vital feature of software that allows users to efficiently manage their appointments and schedule time slots for meetings, events, or other activities. It provi...read more

The act of conversing, communicating, and/or exchanging messages through the internet is known as chatting. It entails two or more persons interacting via a chat-enabled service or softwar...read more

Video conferencing is a technology that allows individuals in different places to have face-to-face meetings without going to the same place. This technology is beneficial for business use...read more

An app or software sends out alerts, which are actionable and content-rich push notifications. These alerts can be for various reasons, including messages from teammates, reporting manager...read more

Live chat is a tool that allows employees to communicate with website users or with one another in real-time. It might be text, voice, or video-based chat that team members utilize to comm...read more

A knowledge base is a centralized documentation repository that includes frequently asked questions, how-to guides, and troubleshooting instructions. Its goal is to make it simple for peop...read more

Collaboration has received a lot of attention in the marketing world recently. It's taking off in a big way but still has many questions surrounding it that make the majority of business o...read more

Importing involves adding your previous contacts to your phone after a reset, whereas exporting entails updating your backup contact list. Contacts are one of the most challenging objects ...read more

Finding potential consumers for your company is what sales prospecting entails. Prospecting is always the starting step, regardless of the specifics of your sales cycle. Prospects enter as...read more

A chat survey is a method of gathering customer feedback to access their overall experience across channels such as the website, mobile apps, or in-app by rating the agent's performance an...read more

You can resolve cases or support issues faster and more efficiently with answer templates. Answer templates (previously known as templated snippets) are reusable messages that can be copie...read more

Multi-Channel Customer Service encompasses a variety of platforms such as phone, email, live chat, social media, and self-service channels such as FAQs, knowledge bases, forums, online com...read more