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Zowie's Customer Service Glossary

Master the technology, phrases,
and common questions of
customer service.
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AI Chatbot
AI Model Training
AI Training Data
AI-Powered Search
Ad Viewability
Ads Click-Through-Rate (CTR)
Ads Cost-Per-Click (CPC)
Affiliate Sales
Audience Growth Rate
Average Handle Time
Average Order Value (AOV)
Average Page Loading Time
Average Revenue Per Deal
Average Time On Page
Backlink Quality
Bot Analytics
Bounce Rate
Brand Awareness
Brand Equity
Campaign Attribution
Cart Abandonment Rate
Chatbot Training
Churn Rate
Click-Through Rate (CTR)
Click-Through Rate On Web Pages
Comments (Social Media)
Competitive Positioning
Contact Center AI
Content Engagement
Content Reach
Contextual Understanding
Conversational AI
Conversational Data
Conversational Interfaces
Conversion Funnel Efficiency
Conversion Per Impression
Conversion Rate
Cost Per Acquisition (CPA)
Cost Per Acquisition By Channel
Cost Per Click (CPC)
Cost Per Engagement
Cost Per Lead
Cross-Platform Support
Cross-Sell Ratio
Customer Acquisition Cost (CAC)
Customer Data Privacy
Customer Effort Score
Customer Effort Score (CES)
Customer Engagement Level
Customer Experience
Customer Feedback Analysis
Customer Health Score
Customer Journey Mapping
Customer Lifetime Value (CLV)
Customer Relationship Management (CRM)
Customer Retention
Customer Satisfaction Score
Customer Satisfaction Score (CSAT)
Customer Service Chatbot
Customer Success Management
Customer Support Automation
Deflection Rate
Domain Authority
Download Counts
Email Open Rate
Engagement Rate By Post Type
Escalation Management
Event Tracking (Webinars, Seminars)
FAQ Automation
Feedback Loop
First Contact Resolution
Followers (Social Media)
Form Submissions
Funnel Drop-Off Rate
Goal Completion Rate
Helpdesk Automation
Impressions
In-App Support
Incident Management
Influencer Campaign Effectiveness
Intent Recognition
Keyword Performance
Knowledge Management
Lead To Close Ratio (CVR)
Leads
Lifetime Value To Customer Acquisition Cost Ratio (LTV:CAC)
Likes (Social Media)
Local Search Visibility
Machine Learning
Market Penetration
Mobile Traffic Percentage
Multilingual Support
Natural Language Processing
Net Promoter Score
Net Promoter Score (NPS)
New Leads From Organic Search
Newsletter Sign-Ups
Non-Organic Traffic
Offline Conversions Tracking
Omnichannel Support
Opportunities
Organic Traffic
Overall Roi
Page Authority
Page Views
Pages Per Visit
Pay Per Click (PPC) Ad Impressions
Proactive Support
Product Adoption Rate
Profit Margin Per Customer
Quality Score (Google Ads)
Reactive Support
Referral Traffic
Repeat Customer Rate
Retention Cost
Return On Ad Spend (ROAS)
Return On Investment (ROI)
Returning Visitors
Revenue Per Lead
Revenue Per Paying User
Revenue Per Visitor
SERP (Search Engine Results Page) Rankings
Sales Accepted Leads (SAL)
Sales Qualified Leads (SQL)
Self-Service Portal
Seminar Attendee To Lead Conversion
Sentiment Analysis
Seo Visibility Score
Service Level Agreement
Session Duration
Share Of Voice
Shares (Social Media)
Social Media Mentions
Social Media Post Impressions
Social Media Post Reach
Social Reach
The Conversion Rate For Call-To-Action Content
Ticket Routing
Traffic Acquisition Cost
Traffic By Channel
Traffic By Device Type
Traffic From Organic Search
Up-Sell Ratio
User Behavior Analysis
User Experience
User Retention Rate
Video Views
Voice Search Optimization Effectiveness
Web Traffic Sources
Webinar Conversion Rate
Website Conversion Rate
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