I: 7 terms

In-depth interview

In-depth interviews are one-on-one meetings to get feedback from a customer about a product or service. An in-depth interview is a qualitative research technique. In addition to the quantitative research and a high number of customer feedback, few qualitative studies have …

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Inbound Call

It’s a call that a customer initiates to a call center / contact center. Informations such as the number of incoming calls, the reason behind the calls, the duration of the calls, are frequently used metrics in …

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Information

In customer experience, information and information management has a direct impact on the experience our customers are going to have. The companies should draw and know the process of how and where the information is produced, how it …

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Insight

Insights are what help reveal a deep and clear solution to a complicated problem that cannot be seen clearly in order to reach a conclusion based on the behavior, words, and actions of the customers. We …

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Instant Messaging

Abbreviation: IM Instant messaging is a type of online chat that offers real-time text transmission over the Internet. Instant messaging, which started with platforms like ICQ and MSN, has become frequently used with mobile applications …

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Interaction

Every contact that customers have with the company is called interaction. This interaction may be advertising, an SMS (See Short Message Service) received on the phone, or a customer representative is talking to the customer. The aim …

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