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.

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.

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.

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

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.

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

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.

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

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%.

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 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.

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.

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.

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.

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.

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 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.

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

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

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.

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 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.

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).

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.

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.

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.

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

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

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

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.

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

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.

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.

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

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

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.

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

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

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

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.

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.

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.

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.