OMNI Glossary
Term | Definition |
Omnichannel | A communication strategy that provides customers with a seamless and consistent experience across all channels and touchpoints, including email, SMS, social media, phone, and in-person interactions. |
Multi-channel | A communication strategy that uses multiple channels to reach customers, but may not provide a seamless and integrated experience across all channels. |
Cross-channel | A communication strategy that allows customers to switch between channels during a single interaction, but may not provide a fully integrated and consistent experience across all channels. |
Channel | A means of communication used to reach customers, such as email, SMS, social media, phone, or in-person interactions. |
Touchpoint | Any point of contact between a customer and a company, such as a website, social media, phone call, or in-person interaction. |
API | Application Programming Interface. A set of protocols and tools for building software applications that allow different systems to communicate with each other. |
Chatbot | A computer program designed to simulate conversation with human users, typically used for customer service or information acquisition. |
CRM | Customer Relationship Management. A software system used to manage interactions with customers, including tracking customer data and communication history. |
Customer journey | The complete set of interactions and touchpoints that a customer experiences when interacting with a company, from initial awareness to post-purchase support. |
Personalization | The process of tailoring communication and marketing messages to the specific needs, preferences, and behaviors of individual customers. |
Segmentation | The process of dividing customers into distinct groups based on shared characteristics, such as demographics, behavior, or preferences. |
SMS | Short Message Service. A text messaging service used to send and receive messages between mobile devices. |
Social media | Online platforms and tools used to share content and interact with other users, such as Facebook, Twitter, LinkedIn, and Instagram. |
Voice assistant | A software program that uses voice recognition and natural language processing to provide information and perform tasks for users, such as Apple’s Siri or Amazon’s Alexa. |
Webchat | A real-time communication tool that allows customers to chat with customer service representatives through a company’s website. |
