A 10-digit phone number used for business SMS messaging. Requires registration with carriers to ensure deliverability and compliance.

Outsourcing logistics operations to a third-party provider who handles warehousing, fulfillment, and shipping.

Messaging sent from an application or software to a person's mobile device, as opposed to person-to-person (P2P) messaging.

A cart where a shopper added items but left before buying.

An electronic bank-to-bank transfer in the US, used for direct debits, payroll and some recurring payments.

An individual or business that promotes products in exchange for a commission on sales they generate through unique tracking links or codes.

Required statement informing audiences that content includes affiliate links and the creator may earn commissions from purchases.

A unique URL assigned to each affiliate that tracks clicks and conversions, attributing sales to the correct partner.

A platform that connects brands with affiliate publishers, handling tracking, reporting, and payments for affiliate programs.

Metrics measuring how efficiently support agents handle customer inquiries, including tickets per hour and handle time.

AI that plans and carries out multi-step tasks toward a goal, using tools and checking results, instead of only answering a single question.

An autonomous AI system that can execute tasks, make decisions, and interact with other systems without human intervention.

Using artificial intelligence to automate and enhance customer support through chatbots, suggested responses, and intelligent routing.

Rules and limits that keep an AI agent safe and on-policy, such as which tools it can use, what it may say and which actions need approval.

When an AI model states something false or made up as if it were true.

What an AI agent remembers across conversations and tasks, such as customer history, team practices and approaches that worked.

Machine learning systems that automatically customize content, offers, and experiences for individual customers at scale.

Written, step-by-step instructions an AI agent follows for a specific kind of task, like handling a warranty claim.

The share of customer conversations an AI agent fully resolves without a person stepping in.

A long-term partnership program where selected individuals consistently represent and promote a brand in exchange for compensation, products, or perks.

The recurring date each month or period when subscription billing and delivery is scheduled to occur.

A subscription paid once a year, either for a year of access or for a year of deliveries.

The average amount spent each time a customer places an order. Increasing AOV is a key lever for revenue growth without acquiring new customers.

A rule that makes an AI agent wait for a person's approval before certain actions, such as large refunds, uploads or sending messages.

The average amount of revenue generated per subscriber over a specific period. Calculated by dividing total revenue by the number of active subscribers.

The annualized value of recurring revenue from subscriptions. Calculated as MRR × 12. A key metric for forecasting and valuation.

The process of determining which marketing touchpoint deserves credit for a conversion. Can be first-touch, last-touch, or multi-touch.

A record of every step an AI agent or user took: what it looked at, what it changed and when.

When a subscription renews automatically at the end of each billing cycle or term unless the customer cancels.

AI-generated replies to customer inquiries that can fully resolve issues or provide immediate acknowledgment.

Payments taken automatically from a customer's saved card or bank account on a schedule they agreed to.

An AI agent that can complete tasks without step-by-step instructions, deciding what to do next based on the goal and what it observes.

The interval between charges on a subscription, such as weekly, monthly, quarterly or yearly.

An AI agent that navigates websites, clicks, types, downloads and uploads to complete tasks in web apps.

A subscription model that allows customers to customize the contents of their recurring delivery, choosing from a selection of products.

The rate at which loyalty points can be redeemed for rewards, determining the real-world value of accumulated points.

When a shopper adds items to their cart but leaves the site without completing the purchase. Average rate is ~70%.

Reaching out to shoppers who abandoned their cart, usually by email or text, to bring them back to finish the purchase.

The interface element on a website that allows visitors to initiate and conduct live chat conversations with support agents.

An automated conversational interface that uses AI or rules to answer customer questions and perform actions without human agents.

The share of shoppers who start checkout but do not finish.

The percentage of customers who start the checkout process and complete their purchase.

Using machine learning to identify subscribers who are likely to cancel, enabling proactive retention interventions.

The percentage of subscribers who cancel their subscription during a given period. Lower churn rates indicate better customer satisfaction and product stickiness.

The percentage of message recipients who click on a link in the message, indicating engagement and interest.

Cost of goods sold: the direct cost of making or buying the products you sell.

A method of analyzing customer behavior by grouping them into cohorts based on when they subscribed, allowing you to track retention curves over time.

The payment an affiliate receives for driving a sale or conversion. Can be a percentage of sale value or a flat fee.

An AI agent working on a computer the way a person would: running code, handling files and using websites through a browser.

Physical products linked to an app or online service, often sold with a subscription for refills, content or premium features.

The speed at which customers use up a product, used to optimize delivery schedules and predict reorder timing.

The legal permissions to use influencer-created content beyond the original post, including in ads, website, and other marketing materials.

AI that understands and responds to people in natural language across chat, text, email and voice.

Selling and serving customers through conversations, such as text, chat, WhatsApp or voice, often with AI.

Two-way text messaging that enables real conversations between brands and customers, often powered by AI for scale.

The percentage of visitors who complete a desired action (purchase, signup, etc.) out of total visitors.

The time window during which an affiliate receives credit for a sale after a customer clicks their link.

An AI assistant that works alongside human operators, suggesting responses, surfacing insights, and automating routine tasks.

A document provided to influencers outlining campaign goals, messaging guidelines, content requirements, and brand standards.

The ecosystem of independent content creators, platforms, and tools that enable individuals to monetize their audience and content.

Recommending related or complementary products to a customer based on their current selection or purchase history.

A metric measuring customer satisfaction with a product, service, or interaction. Typically measured on a 1-5 or 1-10 scale.

The average amount you spend to win one new customer, including ads, discounts and marketing costs.

A score that sums up how actively a customer interacts with your brand, from purchases and portal visits to email clicks and messages.

A secure page where customers manage their account and subscriptions: skip, swap, change frequency, update details or cancel.

Bringing former customers or subscribers back, usually with a personal offer and an easy way to restart.

An autonomous AI agent that does a defined job for a business, such as customer support, operations or reporting, using real tools and data within the access it is given.

A recurring payment for ongoing access to digital content, software or features.

A code customers enter at checkout to reduce the price of an order. Also called a promo, coupon or offer code.

A business model where brands sell directly to customers without intermediaries like retailers or wholesalers.

The process of communicating with customers to recover failed payments. Includes retry logic, email sequences, and SMS reminders to update payment methods.

Adjusting prices based on demand, timing, inventory or customer segment.

The rate at which customers accumulate loyalty points for purchases or activities, typically expressed as points per dollar spent.

The percentage of an influencer's audience that actively interacts with their content through likes, comments, shares, and saves.

The access rights a customer gets because of their subscription, such as content, features or member pricing, which turn on and off with subscription status.

The average amount an affiliate earns for each click they send to a merchant, used to evaluate program profitability.

The process of transferring a support ticket to a higher-level agent, supervisor, or specialized team for resolution.

The time between when a customer sends a message and when they receive the first response. A key customer service metric.

Delivering orders at no shipping cost to the customer, often above an order threshold or as a subscription perk.

The complete process of receiving, processing, and delivering orders to customers, including picking, packing, and shipping.

A subscription bought by one person for someone else, usually prepaid for a set number of deliveries.

The total value of merchandise sold through a platform over a given period, before deducting fees, returns, or discounts.

AI answers based only on approved, verifiable sources, such as your policies, product data and the customer's records, rather than the model's general knowledge.

An architecture where the frontend presentation layer is decoupled from the backend e-commerce functionality, allowing greater flexibility.

Software that helps businesses manage customer support requests, track issues, and provide assistance through various channels.

When an AI agent passes a conversation to a person, ideally with the full history and context so the customer does not repeat themselves.

A design where people review or approve key AI decisions before they take effect.

A content creator with an engaged audience who promotes products in exchange for compensation, products, or commissions.

A marketing strategy that leverages individuals with engaged audiences to promote products through authentic content and recommendations.

AI-powered analysis of customer messages to understand what they're trying to accomplish or ask, enabling appropriate responses.

Cancellations that occur due to failed payments rather than customer intent. Often referred to as passive churn and typically addressed through dunning.

A specific word that customers can text to a number to trigger an action, such as subscribing to a list or receiving information.

A self-service repository of articles, FAQs, and guides that helps customers find answers without contacting support.

Strategies and tactics for building your SMS subscriber base through opt-in collection methods.

Real-time text-based customer support through a chat widget on your website or app, enabling instant conversations.

A structured marketing program that rewards customers for repeat purchases and engagement, encouraging long-term relationships.

The total revenue expected from a customer over the entire duration of their relationship with your business. Higher LTV indicates stronger customer relationships and product-market fit.

Pre-written response templates that agents can use to quickly reply to common customer inquiries.

A subscription that delivers pre-portioned ingredients and recipes, or prepared meals, on a recurring schedule.

A paid program that gives members extra perks, such as member pricing, free shipping or early access, for a recurring fee.

A content creator with 10,000-100,000 followers who typically has higher engagement rates and more niche audiences than larger influencers.

Text messages that include multimedia content like images, GIFs, videos, or audio files, enabling richer marketing communications.

An open standard that lets AI apps like ChatGPT and Claude connect to business software and use its tools safely. Often shortened to MCP.

A subscription billed and usually delivered once a month.

The predictable revenue a business can expect to receive every month from active subscriptions. Calculated by multiplying the number of subscribers by the average revenue per user (ARPU).

Several AI agents with different jobs that work together and hand tasks to one another.

A subscription model where customers receive a curated selection of products chosen by the brand, often themed or based on preferences.

A content creator with 1,000-10,000 followers who has very high engagement and strong personal connections with their audience.

The percentage of recurring revenue retained from existing customers over a period, including expansion, contraction, and churn. NRR above 100% indicates growth from existing customers.

A metric measuring customer loyalty based on likelihood to recommend. Calculated by subtracting detractors (0-6) from promoters (9-10).

A customer communication approach that provides a seamless experience across all channels (SMS, email, chat, voice) with consistent context.

The steps and messages a new customer gets after signing up, designed to help them succeed with the product quickly.

A checkout experience that allows returning customers to complete a purchase with a single click using saved payment information.

Additional products a subscriber can add to their next recurring order as a one-time purchase without changing their subscription.

A single purchase with a single payment and no ongoing commitment.

The explicit consent a customer gives to receive text messages from a business. Required by law for marketing messages.

The process by which customers unsubscribe from receiving text messages. STOP keywords must be honored immediately.

Tracking and handling orders from purchase through fulfillment, delivery, returns and refunds.

Fulfilling one order in more than one shipment, for example when some items are out of stock.

The ability to temporarily suspend a subscription for a specified period without fully canceling. Helps retain customers who need a break.

An interface that lets software create charges, save payment methods and manage refunds programmatically.

The technology that securely captures payment details at checkout and sends them to the payment processor.

How a customer pays, such as a credit or debit card, PayPal, Shop Pay, Apple Pay, a bank transfer or buy now, pay later.

The company that moves payment data and funds between the customer's bank, the card networks and the merchant's bank.

The disbursement of earned commissions to affiliates. Can be via PayPal, bank transfer, or store credit.

Following the Payment Card Industry Data Security Standard (PCI DSS), the security rules for any business that stores, processes or transmits card data.

Using AI to customize content, offers, and experiences for individual customers based on their behavior and preferences.

A subscription that combines physical products with digital experiences, such as a product plus app content or online classes.

A virtual currency earned through purchases or activities that can be redeemed for rewards, discounts, or products.

The financial obligation a company has for unredeemed loyalty points, which must be accounted for on the balance sheet.

An offer presented to customers immediately after completing their purchase, allowing them to add items without re-entering payment.

Using historical data and machine learning to forecast future customer behavior, such as churn risk or purchase likelihood.

Using AI to predict when customers will need product refills based on their individual usage patterns and behavior.

A subscription model where customers pay upfront for multiple billing cycles (e.g., 3, 6, or 12 months) typically at a discounted rate.

Charging only for the part of a billing cycle a customer actually uses, for example after an upgrade or a mid-cycle change.

Automatically initiating chat conversations with website visitors based on their behavior to offer assistance or drive conversions.

Several products sold together as one item, often at a discount.

The profit on a product after its direct costs, shown as a share of its price.

Time windows during which marketing messages should not be sent, typically late night and early morning. Required by TCPA.

The process of re-engaging churned subscribers to resume their subscription. Often involves win-back campaigns and special offers.

Charging customers automatically on a set schedule for an ongoing product or service.

Any model where customers buy the same products or services again on a repeating basis, including subscriptions, memberships and auto-replenishment.

A payment that repeats on a set schedule using a saved payment method.

Products bought on a set schedule through recurring payments, such as supplements, coffee, pet food or skincare.

The process of exchanging accumulated loyalty points or rewards for discounts, products, or other benefits.

A program that incentivizes existing customers to recommend your brand to friends and family in exchange for rewards.

A customer who has bought from you at least twice.

Automatic reordering of consumable products based on predicted usage or scheduled intervals to ensure customers never run out.

The total time from when a customer inquiry is received until the issue is fully resolved.

The percentage of customers who remain subscribed over a period. Calculated as (Customers at End - New Customers) / Customers at Start × 100.

A technique where an AI looks up relevant documents or records first, then writes its answer from what it found. Often shortened to RAG.

The accounting rule for when revenue counts as earned. For prepaid subscriptions, revenue is recognized as each delivery ships, not when the cash arrives.

A business function that aligns marketing, sales, and customer success operations to drive efficient revenue growth.

Return on ad spend: the revenue earned for each dollar spent on advertising.

The automatic assignment of support tickets to appropriate agents or teams based on rules, skills, or workload.

Recurring work an AI agent runs on a schedule, like a daily order review, that reports only when something needs attention.

The practice of sending free products to influencers with no obligation to post, hoping for organic content and reviews.

AI-powered analysis of text to determine the emotional tone (positive, negative, neutral) of customer messages.

Shopify's enterprise e-commerce platform offering advanced features, higher API limits, and dedicated support for high-volume merchants.

A 5-6 digit number used for high-volume SMS messaging. Offers higher throughput but requires carrier approval and is more expensive.

The ability for subscribers to skip their next scheduled delivery without canceling their subscription. A key feature for reducing churn.

A unique identifier assigned to each distinct product and variant, used for inventory management and tracking.

A commitment to respond to or resolve customer issues within specific timeframes, often with different targets by priority.

A targeted text message marketing initiative sent to a subscriber list with specific goals like driving sales or promoting an offer.

An automated sequence of text messages triggered by customer actions or events, like welcome series or abandoned cart reminders.

Using text messages to send promotional content, offers, and communications directly to customers' mobile phones.

A unit of SMS billing. Standard SMS messages are limited to 160 characters; longer messages are split into multiple segments.

Content created by influencers that is paid for by a brand and must be disclosed as advertising (#ad, #sponsored).

Additional tracking parameters affiliates can add to their links to track performance of different campaigns, placements, or content.

A subscription model where customers receive regular deliveries of products at a discounted price compared to one-time purchases.

Subscribers who stop their subscription in a given period, whether they cancel or their payments fail.

A box of products delivered on a regular schedule, either curated by the brand or chosen by the customer.

A business model where customers pay on a recurring schedule for ongoing products, services or access.

The steps a subscriber goes through when they cancel, often including a reason survey and save offers like a skip, swap, discount or pause.

Selling products or services on a recurring schedule instead of as one-time purchases.

The growing share of commerce that runs on recurring payments rather than one-time sales.

When customers feel overwhelmed by too many subscriptions and start canceling, often the ones that feel least flexible or least valuable.

How often subscription orders are delivered—weekly, bi-weekly, monthly, or custom intervals based on product type and customer preference.

Everything involved in running subscriptions after the sale: billing, schedules, changes, payment recovery and cancellations.

A self-service interface where subscribers can manage their subscription, update payment methods, modify delivery schedules, and make changes.

Giving customers unexpected extras, like a free gift or handwritten note, to build loyalty.

The ability for subscribers to exchange products in their upcoming delivery for different items, increasing flexibility and satisfaction.

The share of each sale a platform keeps as fees. For subscription apps, it is the commission or transaction fee charged on every renewal.

US federal law regulating telemarketing calls and text messages. Requires express written consent for marketing messages.

A record of a customer inquiry or issue that is tracked through the support process from creation to resolution.

The practice of resolving customer inquiries before they become support tickets, through self-service, FAQs, or automation.

Discounts that grow as customers buy more, such as 10% off two items and 15% off three.

A loyalty structure where customers unlock better rewards and benefits as they reach higher spending or engagement levels.

An 800-series number that can be used for both voice and SMS. Requires verification for SMS use.

An AI agent's ability to call software tools, such as looking up an order, issuing a refund or running a report, instead of only producing text.

A limited time when customers can try a product or service, free or discounted, before a paid subscription begins.

Content created by customers or influencers rather than the brand, including reviews, photos, videos, and social posts.

A single interface that consolidates messages from all communication channels, allowing support teams to manage conversations in one place.

Encouraging customers to purchase a more expensive version of a product or add complementary items to increase order value.

Parameters added to URLs to track campaign performance in analytics. Includes source, medium, campaign, term, and content.

An exclusive program for top customers offering premium benefits, personalized service, and special access not available to regular customers.

The number of new customers that each existing customer generates through referrals. A coefficient above 1 indicates viral growth.

An AI agent that answers and handles phone calls in natural conversation.

Customer cancellations that occur by choice, such as when a subscriber actively decides to end their subscription. Often addressed through retention offers.

Running paid ads through an influencer's social media account instead of your brand's account, appearing more authentic.

A common customer inquiry about order status. WISMO queries typically represent 30-50% of all customer service tickets.