A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
A term used for website visitors that leave online shopping carts, applications, quotes, sign ups and enquiries before completing the process. The interpretation of data gathered that can be utilised for purposes such as marketing.Abandonment
Analytics
Attribution
A process that identifies user actions and determines their importance to help understand engagement behaviour and conversions.
Auto Responder
An automated email sent to a prospect or customer.
B2B
A transaction of goods or services between two businesses.
B2C
The transaction of goods or services between a business and consumer.
Basket
Interactive ecommerce software that calculates the value of items along with shipping and taxes. Baskets work with payment gateways and SSL certificates to complete transactions.
Basket Abandonment
A term used when items are left in an online cart, basket or checkout, without being paid for.
Basket Recovery
The process of re-engaging customers who have abandoned baskets online.
Booking
A term referring to the process of reserving a place, seat or room through a travel company.
Bounce Rate
The percentage of online visitors to a website that view one page but leave without continuing through the site.
Business
A firm, company or process of commercial activity.
Call to Action
A marketing term for encouraging someone to engage with a business e.g. by clicking a link or requesting a call back.
Callback
A service that sends a request to connect a customer to a company by clicking a button on a website.
Capture
A secure method of collecting information about a web visitor’s browsing activity on a website.
Cart Abandonment
A term used when items are left in an online basket, or cart, without being paid for.
Cart Recovery
The process of re-engaging customers to complete purchases of abandoned shopping.
Checkout
An online payment process usually comprising of several web pages requesting information.
Checkout Abandonment
A used for when a customer loads items into a cart but exits a browser before paying for products or services.
Checkout Recovery
The process of re-engaging customers who have exited a browser before paying for products or services.
CLI
An abbreviation for Caller Line Identification, or Caller ID; a telephone network feature that shows a caller’s number and/or name on the display of a recipient’s phone.
Click-to-call
A process that connects a call from the company website to the customer through clicking a button.
Client
A customer who uses the services and advice of a business.
Connect
The process of engaging with someone.
Consumer
A person that pays for products or services.
Contract Abandonment
A person that pays for products or services.
Conversion Rate
The proportion of people that complete an intended action on a website, compared to those that do not. Usually shown as a percentage.
Conversion Rate Optimisation
Often shortened to CRO, involves the process of improving the website experience for online visitors with the objective of increasing revenue.
Convert
The process of turning somebody from a prospective buyer into a customer.
Cookies
Small files that store customer preferences on their own device as they move through a website’s pages.
Customer
Refers to a person who products or services.
Dialler
A machine that dials leads automatically for contact centres.
Drop Off
A web visitor that leaves a website before completing the intended action.
Ecommerce
Business conducted online through websites and applications.
Email Marketing
Offering products and promoting business services to customers by using email.
Engagement
Connecting customers with your business.
Etailing
An abbreviation of electronic retailing, used to describe online shopping.
Feedback
Information received from clients and customers regarding how well your business is working.
First Party Leads
Contact information for a customer that is created by and for a business.
Generation
The procurement of sales, revenue or leads.
Geographic Number
A telephone number with a local area code, such as numbers beginning with 020 or 0161 prefixes.
Home Page
The first page of a website.
Hot lead
A term used to describe someone who has recently shown an interest in a product of service, but has not yet purchased it.
HTML
An abbreviation for HyperText Markup Language. A standardised coding format used to alter the style and colour of text on World Wide Web pages.
ICR
An abbreviation for Intelligent Call Routing; a system that automatically directs inbound calls to the appropriate person or department.
Inbound Marketing
Promoting a company through actions such as enewsletters, blogs, videos and whitepapers.
Increase
A rise in sales or revenue.
IVM
An abbreviation for Interactive Voice Messaging; a broadcast message that uses speech or keypad recognition to help customers make choices.
IVR
An abbreviation for Interactive Voice Response; an automated system that uses voice and keypad recognition to direct inbound calls to the appropriate person or department.
Javascript
Code used in World Wide Web pages to create interactive functions within web browsers.
KPI
An abbreviation for Key Performance Indicators. They are often used by websites to guide online strategies.
Lead
A business term used to describe someone who has shown an interest in a product or service, but has not yet purchased it.
Lead Generation
The process of procuring new business.
Lost Customer
A term to describe someone who has started an online process, but abandoned before completing it.
Marketing
The selling or promotion of a business’s products or services.
Maximising
Generating the most revenue or sales from a particular channel.
Mcommerce
An abbreviation of mobile commerce, used to describe transactions conducted online through mobile devices.
Navigation
A term used to describe the action taken when moving between web pages or sections online.
Non-Geographic Number
A telephone that is not assigned to any region, such as numbers beginning with 0800 or 030 prefixes.
Online
Using a computer to complete processes via an internet connection.
Optilead
Our abandonment recovery solution that combines phone, SMS and email to maximise business revenue.
Optimisation
Improving processes so they perform at the best rate possible.
Payment Gateway
A system to transfer funds securely between a customer and a payment processor for products or services in an online shopping cart.
Payment Processor
A process that stores money received from ecommerce sites until it is transferred to the online businesses bank account.
Payments
Transfer of money for products or services.
Policy Abandonment
A term used when a customer abandons a quote before taking out a policy.
Policy Recovery
The process of re-engaging with customers who have failed to take out a policy.
Priority
A remarketing term used to organise the value of online leads.
Prospects
Potential customers.
Qualified Lead
Refers to a prospective customer that has shown an interest in products or services e.g. someone who has filled in a call back request.
Quote
A process that determines the price of insurance based on numerous factors.
Quote Abandonment
A term used for online visitors that begin a quote, but leave before completion.
Rate
A quantity or measure compared against another quantity or measure. E.g. conversion rate = number of people that complete an action compared to the number of people that do not.
Real-time
A system that performs processes without delay.
Reconnect
Further communicating with a customer after initial contact.
Recovery
Generating revenue from abandonment through phone, email and SMS.
Reduce
To lower or decrease a number or figure.
Remarketing
A method of promoting to customers that have already shown an interest in products or services.
Report
A summary of information required for analysis.
Retargeting
A method of promoting to customers that have already shown an interest in products or services.
Retention
Usually refers to maintaining customers in the interest of future business.
Retention Rate
A marketing term that refers to recording the activity of a customer account. It measures all transactions, not just those of a higher value.
Retrieval
Recovering the sale of a product or service that was abandoned before a transaction was completed.
Revenue
Money coming into a business or organisation.
ROI
An abbreviation for Return on Investment; used to measure how effective campaigns are for a business or organisation.
Router
A system that directs calls to the relevant person or department.
Sales
Deals between a business and a customer (B2C) or another business (B2B)
SEO
An abbreviation for Search Engine Optimisation; the process of boosting a webpage or article to improve visibility on website search engines, such as Google.
Shopping
The purchasing of products or services by consumers.
Shopping Cart
Interactive ecommerce software that calculates the value of items along with shipping and taxes. Shopping carts work with payment gateways and SSL certificates to complete transactions.
Shopping Cart Abandonment
A term used to describe items that have been placed in a website’s basket or cart, but left before completing the online payment.
Sign Up Abandonment
A term used when a customer abandons a Sign Up form for online services.
Sign Up Recovery
The process of re-engaging with customers who have failed to complete an online sign up.
SMS Marketing
Using text messages to send information regarding products or services to mobile phones.
Solution
A process designed to fix a problem.
Targeting
A process of prioritising customers based on value as part of a marketing campaign.
Telemarketing
Also known as telesales, refers to the selling of products or services via outbound calling.
Track
A process that securely logs the actions of online visitors while on a webpage.
Transaction
An exchange of money between a business and a customer (B2C) or another business (B2B) for a product or service.
Unique Visitor
An online visitor that is not returning. Used to measure the number of people using a website as opposed to its popularity.
Usability
A measure of how visitors interact with a website.
User Session
A visit to a website that starts on the first page they visit, and ends when they close all open browsers.
UX
An abbreviation for User Experience; a review of how a customer interacts with a product, service or even website.
Visitor
Someone who uses a website.
Web Callback
A system that instantly connects a call from a business to a customer that has requested a call back online. Usually includes a status window.
Website
An online location that contains content on one or more web pages.
XHTML
An abbreviation for eXtensible HyperText Markup Language. A version of HTML that requires strict use of tag rules so web pages are readable using all browsers – particularly those on mobile devices.
YouTube
A video-sharing website used to upload and share media files.
Zoom
A function on web browsers used to alter the size of images and text for easier viewing.