Frontstage
The parts of a service or product that are visible to and interact with the user, as opposed to the backstage operations.
198 topics found for
“service continuity”
Journey Mapping
A technique that visualizes the process users go through to achieve a goal with a product or service.
IVR
Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipient.
Chatbots
Computer programs designed to simulate conversation with human users, especially over the internet.
Channel
A medium through which a product or service is delivered to a customer, including physical and digital channels.
User Feedback
Information provided by users about their experience with a product, used to inform improvements and adjustments.
CSM
CSM (Customer Success Management) is a business methodology focused on ensuring customers achieve their desired outcomes while using a product or service.
CSAT
CSAT (Customer Satisfaction) measures how products or services provided by a company meet or exceed customer expectations.
Conversational AI
AI systems designed to communicate with users through natural language, enabling human-like interactions.