Omni-channel Commerce & Subscription Glossary

10-Digit Long Code

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

10DLC campaign registration

A registered description of what a business texts from local 10-digit numbers, filed with The Campaign Registry and reviewed by US carriers.

Third-Party Logistics

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

Application-to-Person

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

Abandoned cart

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

Accrued revenue

Revenue you have earned by delivering a product or service but have not yet billed or been paid for.

ACH payment

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

Add to cart (ATC)

The action of putting a product in an online shopping cart, and the button that does it. Add-to-cart rate measures how many visitors take that step.

Affiliate Partner

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

Affiliate Disclosure

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

Affiliate Tracking Link

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

Affiliate Network

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

Agent Productivity

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

Agentic AI

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

AI Agent

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

AI answering service

A service that uses AI to answer a business's calls when the team can't, such as after hours or when lines are busy.

AI Customer Service

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

AI guardrails

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.

AI hallucination

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

AI memory

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

AI Personalization Engine

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

AI playbook

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

AI receptionist

An AI agent that answers a business's phone, greets callers, works out what they need and handles it or passes the call to the right person.

AI resolution rate

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

Brand Ambassador Program

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

Subscription Anchor Date

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

Annual subscription

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

Average Order Value

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

Application programming interface (API)

A defined way for one piece of software to ask another for data or to take an action, without a person clicking through screens.

Approval workflow

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

Average Revenue Per User

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

Annual Recurring Revenue

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

Revenue Attribution

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

Audit trail

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

Auto-renewal

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

Automated Response

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

Automatic payments

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

Automatic renewal law (ARL)

A state law that sets rules for subscriptions and other offers that renew and charge customers automatically until they cancel.

Autonomous agent

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.

Billing cycle

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

Browser agent

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

Build-a-Box Subscription

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

Points Burn Rate

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

Call recording consent (one-party and two-party)

The legal rules on who must agree before a phone call can be recorded. Some US states need one person's consent, others need everyone's.

Cart Abandonment

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

Cart recovery

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

Cash back rewards

A reward that returns part of what a customer spent, as money, store credit or a card statement credit.

Chat Widget

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

Customer Service Chatbot

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

Checkout abandonment rate

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

Checkout Conversion Rate

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

Churn Prediction

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

Customer Churn Rate

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

Click-Through Rate (CTR)

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

Cost of goods sold (COGS)

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

Cohort Analysis

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

Affiliate Commission

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

Computer use

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

Connected devices

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

Product Consumption Rate

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

Content Rights

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

Conversational AI

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

Conversational commerce

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

Conversational SMS

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

Conversion funnel

The steps a shopper takes from first visit to purchase, and how many people drop off at each step.

Conversion Rate

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

Affiliate Cookie Duration

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

AI Copilot

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

Creator Brief

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

Creator Economy

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

Cross-Sell

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

Customer Satisfaction Score

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

Customer acquisition cost (CAC)

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

Customer engagement score

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

Customer portal

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

Customer winback

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

Payment decline code

The reason a bank or payment processor gives when it refuses a card charge, such as insufficient funds, expired card or suspected fraud.

Deferred revenue (unearned revenue)

Money a customer has paid you for products or services you haven't delivered yet. It is recorded as a liability until you deliver.

Digital employee

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

Digital subscription

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

Discount code

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

Drop shipping (dropshipping)

A way to sell products without holding stock: the store takes the order, and a supplier ships it straight to the customer.

Direct-to-Consumer

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

Dunning Management

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

Dynamic pricing

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

Points Earn Rate

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

Engagement Rate

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

Entitlements (digital subscriptions)

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.

Earnings Per Click

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

Ticket Escalation

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

First Response Time (FRT)

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

First-order discount

A price cut on a customer's first purchase, or a subscriber's first order, meant to win them over. Later orders are charged at the regular price.

Firm order commitment (FOC) date

The date the losing carrier confirms it will release a phone number during a port, when it starts working with the new provider.

Free shipping

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

Order Fulfillment

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

Gift subscription

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

Gross Merchandise Value

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

Gross revenue retention (GRR)

The share of recurring revenue you keep from existing customers over a period, counting losses from cancellations and downgrades but not gains from upgrades.

Grounded answers

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

Headless content management system

A content system that stores and manages content but doesn't control how it looks. Any website, app or screen can pull the content through an API.

Headless Commerce

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

Help Desk Software

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

Human handoff

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

Human in the loop

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

Influencer Partner

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

Influencer Marketing

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

Intent Detection

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

Involuntary Churn

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

Interactive voice response (IVR)

A phone menu that answers calls with recorded prompts and routes callers by the keys they press or the words they say, as in "press 1 for orders."

SMS Keyword

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

Knowledge Base

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

Letter of authorization (LOA)

A signed form that lets a new phone provider move your number away from your current carrier on your behalf.

SMS List Growth

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

Live Chat Support

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

Customer Loyalty Program

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

Lifetime Value

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.

Lifetime value to customer acquisition cost ratio

A comparison of what a customer is worth over their whole relationship with you against what it cost to win them.

Support Macros

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

Meal kits

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

Memberships program

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

Merchant account

A business bank account that lets you accept card payments. Card sales settle into it before the money reaches your regular bank account.

Micro-Influencer

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

Multimedia Messaging Service

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

Model Context Protocol (MCP)

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

Monthly subscription

A subscription billed and usually delivered once a month.

Monthly Recurring Revenue

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).

Multi-agent system

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

Mystery Box Subscription

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

Nano-Influencer

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

FTC Negative Option Rule

The US Federal Trade Commission rule on offers where a customer's silence or failure to cancel counts as agreeing to be charged again.

Net Revenue Retention (NRR)

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.

Net Promoter Score

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

Phone number porting

Moving an existing phone number from one carrier or provider to another, so customers keep calling and texting the same number.

Omnichannel Communication

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

Onboarding flow

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

One-Click Checkout

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

One-Time Add-On Purchase

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

One-time purchase

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

SMS Opt-In

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

SMS Opt-Out

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

Order management

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

Partial shipping

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

Pause Subscription

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

Payment API

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

Payment gateway

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

Payment method

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

Payment processor

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

Affiliate Payout

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

PCI compliance (PCI DSS)

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

AI Personalization

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

Phygital subscription

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

Loyalty Points

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

Points Liability

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

Post-Purchase Upsell

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

Predictive Analytics

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

Predictive Reordering

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

Prepaid Subscription

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

Pro-rated billing

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

Proactive Chat

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

Product as a service (PaaS)

A business model where customers pay a recurring fee to use a physical product, often with upkeep, upgrades or refills included, instead of buying it outright.

Product bundles

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

Product detail page (PDP)

The page in an online store that shows one product, with its photos, description, price, options and the button to buy it.

Product margin

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

Quarterly subscription

A subscription that bills, ships or both every three months. It's either a three-month delivery schedule or a three-month plan paid upfront.

Quiet Hours

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

Subscriber Reactivation

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

Recurring billing

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

Recurring commerce

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

Recurring payment

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

Recurring revenue

Revenue you can expect to come in again on a schedule, such as subscription renewals, memberships and repeat contract payments.

Recurring subscription products

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

Loyalty Redemption

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

Customer Referral Program

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

Subscription renewal rate

The share of subscriptions due to renew in a period that actually renew and get paid.

Repeat customer

A customer who has bought from you at least twice.

Auto-Replenishment

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

Replenishment subscription

A subscription that re-ships products customers use up, such as coffee, vitamins or pet food, on a schedule that matches how fast they run out.

Resolution Time

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

Customer Retention Rate

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

Retrieval-augmented generation (RAG)

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

Revenue recognition

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

Revenue Operations

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

Return on ad spend (ROAS)

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

Ticket Routing

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

Cancellation save rate

The share of subscribers who start to cancel but stay after seeing an offer, such as a pause, skip, swap or discount.

Scheduled AI task

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

Product Seeding

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

Sentiment Analysis

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

Shopify Plus

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

Short Code

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

Skip Delivery

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

Subscription skip rate

The share of scheduled subscription orders that subscribers skip in a period.

Stock Keeping Unit

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

Service Level Agreement

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

SMS Campaign

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

SMS Automation Flow

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

SMS Marketing

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

SMS Segment

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

Sponsored Content

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

STIR/SHAKEN caller ID authentication

A set of standards US phone carriers use to sign calls and confirm the caller ID number is real, to fight spoofed robocalls.

Affiliate Sub-ID

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

Subscribe and Save

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

Subscriber churn

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

Subscription box

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

Subscription business model

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

Subscription cancellation flow

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

Subscription commerce

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

Subscription economy

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

Subscription fatigue

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

Subscription Delivery Frequency

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

Subscription management

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

Customer Subscription Portal

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

Surprise and delight

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

Product Swap

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

Take rate

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

Telephone Consumer Protection Act

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

Support Ticket

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

Ticket Deflection

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

Tiered discounts

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

Tiered Loyalty Program

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

Toll-Free Number

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

Toll-free texting verification

The review US carriers require before a business can send texts from a toll-free number. Unverified toll-free texts are blocked.

Tool 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.

Trial period

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

User-Generated Content

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

Unified Inbox

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

Upsell

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

Urchin Tracking Module

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

VIP Customer Program

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

Viral Coefficient

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

Voice AI agent

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

Voice over Internet Protocol (VoIP)

Phone calls carried over the internet instead of traditional phone lines. Most business phone systems and calling apps run on VoIP.

Voluntary Churn

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

Warm transfer (vs cold transfer)

Passing a live call to another person after introducing the caller and their issue, so they don't have to start over. A cold transfer skips the introduction.

Influencer Whitelisting

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

Where Is My Order

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