Reputation Management Software Glossary: Key Terms & Concepts

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

Material management is the end-to-end acquiring, designing, processing, and distributing of content. It is a set of methods and technologies that make it easier to collect, handle, and tra...read more

Gamification is the technique of introducing game aspects into non-game environments to boost engagement, such as a website, online community, learning management system, or a company's in...read more

A knowledge database is a database that is used to share and manage knowledge. It encourages knowledge accumulation, organization, and retrieval. Many knowledge bases are built on artifici...read more

Customers can contact you using an offline form if your chat representatives aren't available 24/7. Ticketing for offline messages is created through message routing. Turning the chat widg...read more

You can use shortcuts to make commands that extend to pre-defined greetings, messages, or URLs. As an agent, shortcuts save time, but they should be used sparingly to maintain a balance be...read more

Some agents call in ill, while others are simply not working to their full potential. As a result, supervisors must be able to make quick decisions. Agent scheduling is the term for this. ...read more

With just a click of a button, co-browsing allows you to see and interact with your customer's screen in real-time. Once given screen access, the support agent might quickly identify the i...read more

When conversing with clients, live chat software gives agents capabilities that make it easier to help one another. If they require assistance from a more experienced agent, they can use t...read more

With customizable segments that are always up-to-date, visitor targeting is utilized to deliver the right content to exemplary visitors. Businesses can customize their content and experien...read more

Campaign management includes planning, execution, tracking, and analysis of direct marketing initiatives. These responsibilities include the entire lifetime of a marketing campaign, from c...read more

The strategy of collecting data from social media sites and blogs and assessing that data to make business decisions is referred to as social media analytics (SMA). This technique goes bey...read more

Paid and unpaid techniques on search engines like Google, Bing, and Yahoo are used in search marketing to acquire online presence and traffic. For example, consider the last time you used ...read more

The marketing efforts used to quantify the benefits of brand-building activities on sales and conversions are referred to as brand tracking. Marketing teams are increasingly focusing their...read more

Customer engagement is a metric that measures how well a company interacts with its consumers at all points in their lives. Customers may help brands create and strengthen a 'human-to-huma...read more