Customer Experience Definitions

  • E

    escalation plan

    An escalation plan is a set of procedures set in place to deal with potential problems in a variety of contexts... (Continued)

  • F

    fast clear down

    A fast clear down is a call center term for a caller who hangs up upon hearing a delay notice.

  • field service management (FSM)

    Field service management software enables companies to manage dispersed workers and resources. These workers can gain access to schedules, work orders and customer information via mobile devices.

  • FinancialForce.com

    FinancialForce is a cloud applications company that makes enterprise resource planning (ERP) software for Force.com, a Platform as a Service (PaaS) offering from Salesforce.com.

  • first call resolution (FCR)

    In customer relationship management (CRM), first call resolution is properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call.

  • Floating Ad

    A floating ad is a type of rich media Web advertisement that appears uninitiated, superimposed over a user-requested page, and disappears or becomes unobtrusive after a specific time period (typically 5-30 seconds).

  • Force.com

    Force.com is a Platform as a Service (PaaS) product designed to simplify the development and deployment of cloud-based applications and websites.

  • G

    gamification

    Gamification is the application of game theory concepts and techniques to non-game activities. Game theory is a branch of mathematics that seeks to understand why an individual makes a particular decision and how the decisions made by one individual affect others.

  • geotargeting

    Geotargeting is the practice of customizing an advertisement for a product or service to a specific market based on the geographic location of potential buyers. Every country, province, state, county or city in the world can constitute a niche market for certain products or services at certain times.... (Continued)

  • Google bomb

    A Google bomb is an attempt to bias a search result on Google by increasing a Web page's PageRank. ...(Continued)

  • growth hacking

    Growth hacking is an approach to driving product adoption, usage and sales by experimental, innovative and low-cost means.

  • H

    help desk

    In a business enterprise, a help desk is a place that a user of information technology can call to get help with a problem.

  • Heroku

    Heroku is a cloud-based development platform as a service (PaaS) provider.

  • high-touch customer service

    High-touch customer service refers to the idea that some customer service issues are complex or high value and thus require human interaction to resolve, not just digital technologies -- such FAQ sections or online customer communities -- to solve.

  • hockey stick growth

    Hockey stick growth refers to the shape of a chart showing sudden and very rapid growth.

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