Glossary
Plain definitions of common customer experience terms.
Automated customer service
Automated customer service uses chatbots, IVR, self-service portals, and AI agents to handle routine inquiries without direct human involvement.
Cloud-based customer support
Cloud-based customer support uses cloud infrastructure to deliver scalable, flexible support that's accessible from anywhere with internet.
Customer experience management (CXM)
Customer experience management (CXM) is the practice of designing and improving every customer interaction to build satisfaction, loyalty, and advocacy.
Customer relationship management (CRM)
Customer relationship management (CRM) is a strategy and toolset for managing every interaction with current and potential customers across the lifecycle.
Help desk software
Help desk software is a centralized platform that manages, tracks, and resolves customer inquiries across channels.