Glossary

Your go-to resource for acronyms, jargons, terminology, and useful words for product and customer experience teams.

A

Affinity Grouping

What is Affinity Grouping? Affinity grouping is a collaborative brainstorming and prioritization technique with many different possible applications. It works by having your group of

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Agile Framework

What is an Agile Framework? Agile is an overarching philosophy for software development that emphasizes the importance of quickly and frequently iterating to satisfy customers.

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A/B Test

What is A/B Testing? The purpose of an A/B test is to compare the performance of two items or variations against one another. This method

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B

Beta Test

What is Beta Testing? Beta testing is an opportunity for real users to use a product in a production environment to uncover any bugs or

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Brand Advocate

Brand advocacy is an extremely powerful marketing tool that can help build brand awareness, drive new leads, close new customers, and attract and hire new

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Bubble Sort

What is bubble sort? The bubble sort algorithm is a method used to arrange a list of numbers or other elements in order. The algorithm

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Business Intelligence

What is Business Intelligence? Business intelligence (BI) is a method used to compile, analyze and interpret data to make better business decisions. BI data is

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C

Cannibalization

What is Cannibalization? Cannibalization in product management happens when two products from the same company compete against each other. As a product manager, you are

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Customer Validation

What Is Customer Validation? The customer validation phase of product development is crucial in order to test assumptions and hypotheses about the customer problem, target

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Competitive Landscape

What Does Competitive Landscape Mean? The competitive landscape is the list of options available to a customer that competing products and solutions offer. This also

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Customer Empathy

What is customer empathy? Customer empathy is the ability to understand the needs and feelings of your customers. It’s about viewing things from your customer’s

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Cart Abandonment

What is cart abandonment? The term “abandonment” is used in e-commerce to describe a visitor who leaves a web page without completing the desired action.

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Customer retention

Customer retention is the inverse of customer churn. It is the ability to retain a number of customers who continue their subscription after their term.

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Customer Experience

Customer experience (CX) is the impression a user has when they experience your brand. All the interaction that a user does on your product contributes

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Customer Feedback

Information provided by customers to reveal their level of satisfaction and help product, customer success, and marketing teams understand where there is room for improvement.

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Customer Churn

What is customer churn? All businesses experience some form of churn, which is when a customer leaves or discontinues using your product or service. In

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D

Daily Scrum

What is a Daily Scrum? Daily scrums are quick, 15-minute meetings held each day at the same time for members of the product development team

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Design Thinking

What is the Design Thinking Process? Design thinking is a framework for innovation that revolves around understanding problems or needs from the user’s point of

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Digital adoption

What is Digital adoption? Digital adoption is the process of learning how to use new digital products (software, applications, websites, etc.) so that users (employees

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Digital Transformation

What is Digital Transformation? Digital transformation can be defined as the act of improving business processes with digital technologies to make them more efficient, accessible,

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E

End-User Era

What Is the End-User Era? The end-user era refers to a new trend in how businesses buy the software. The decisions about which enterprise applications

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Employee experience

Employee experience is all about what people observe and encounter during their time spent with a company. Every organization knows that happy customers are important,

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F

G

Growth Hacking

What is Growth Hacking? Growth hacking is a term used to describe marketing strategies focused on rapid growth. These strategies are often used by startups

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H

Hybrid app

What is a hybrid application? Hybrid apps are a type of software application that combines elements of both native apps and web applications. In essence,

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I

In-app messaging

What is in-app messaging? In-app messaging sends messages that are triggered when a user interacts with your app. These messages allow you to engage your

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J

Jobs to be done

What are the jobs to be done (Jtbd)? It would be amazing if all the different departments in your company – from developers to marketers

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K

What is the Difference Between Knowledge base and Database?

With the growing need for data storage, the terms “knowledge base” and “database” have been used interchangeably. While these two technologies have some similarities, there are also significant differences between them. This blog will explain the key differences between a knowledge base and a database, and why each may be the better choice for different tasks.

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Top 11 Help Center Examples to Learn from in 2023

In this blog, we’ll take a look at examples of help centers from some of the most popular and well-known companies, such as Google, Faqprime, Myntra, Stripe, Zendesk, Amazon, and more. We’ll also explore how they provide assistance and support to their users and understand how a well-crafted help enter could help improve customer experience.

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Strategies for Implementing Search Capability in Your Knowledge Base

In this blog, we will discuss why search capability is key for any knowledge base, and how it can benefit both customers and employees. We will also discuss the steps to implement it. Finally, we’ll give you tips on how to ensure your search capability is optimized for maximum efficiency.
By the end of this blog, you will know exactly why search capability is essential for your knowledge base and how to make sure it’s set up correctly.

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How to Rearrange Articles in the KB Help Center?

This blog post will guide you through the process of rearranging all the articles in the KB help center quickly and efficiently. It will explain how to organize, move and nest the articles in the knowledgebase to create an effective user experience.
We’ll also show you how to manage different versions of the same articles and how to keep track of the changes that have been made. With this guide, you will be able to set up and manage your knowledge base in a more efficient and organized way.

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How do I integrate Google Analytics into my Knowledge Base?

In this blog, we will discuss the key benefits of integrating Google Analytics into your knowledge base and provide step-by-step instructions for setting up the integration. We will also touch upon the features and tools that Google Analytics provides for gaining insights into your knowledge base usage. By the end of this post, you will have all the information you need to optimize your knowledge base with Google Analytics.

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What is knowledge base in CRM?

This blog will discuss why a knowledge base in your CRM is essential for your company’s customer service success and how to implement one in your CRM system. You’ll learn the benefits of having a knowledge base in your CRM and how it can help you quickly and accurately answer customer questions. You’ll also learn step-by-step instructions on how to set up a knowledge base in your CRM.
By the end of the article, you’ll have the knowledge and tools you need to get started on setting up a knowledge base in your CRM.

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Using AI to Power Your Knowledge Base: The Benefits and Challenges

In this blog, we’ll discuss the benefits of using AI for knowledge bases, the challenges to consider, and strategies for creating a successful knowledge base with AI.
We’ll also provide examples of successful AI knowledge bases, as well as tips for maintaining and expanding one. By the end of this post, you’ll have a clearer understanding of how AI can be used to create a knowledge base and the steps to take to get started.

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Elevating your Product Experience with Knowledge Base Tool in few Simple Steps

In this blog, we’ll explore the key elements of creating a knowledge base that provides an excellent customer experience. We’ll look at how to create a comprehensive knowledge base, the importance of providing accurate and concise information, and how to ensure that customers have access to powerful search capabilities. Through this blog, we will walk away with the knowledge and tools needed to create an exceptional knowledge base product experience.

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How to create a Custom Domain for my KB?

This blog post will take you through the steps of setting up a custom domain for your knowledge base, so that you can create an effective and professional site. From choosing the right domain to setting up hosting services, this guide will cover everything you need to know.

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Knowledge Base APIs

This blog will discuss the various features and benefits of Knowledge base APIs, and why organizations should consider utilizing them.
We will also discuss how knowledge base APIs can help organizations improve their operations and performance, as well as how they can be used to provide customers with the information they need in an efficient and cost-effective manner.
By the end of this blog, you will have a thorough understanding of the advantages of knowledge base APIs and how to leverage them for your organization.

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How To Create And Utilize Tree Structures For Your Help Center?

In this blog, we’ll look at how to create a tree structure for a help center that can be used to organize information and provide easy navigation to ensure customers find the answers they need. We’ll also take an in-depth look at the different features and components of a help center, so you can create a help center that best meets the needs of your customers.

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Role of Help Center in Finance Sector

This guide will provide you with an overview of what help centers are to the finance industry, their benefits, and the challenges it faces.
By the end of this guide, you will have a better understanding of what a help center for the finance industry looks like and how to utilize it most effectively.

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How to Build Content Operations for Help Center?

This blog post will cover how to set up content operations for your help center and make it easier for customers to find answers.
We’ll discuss topics such as writing content, editing and proofreading, publishing content, choosing a platform, developing a workflow, designing a user-friendly interface, measuring performance, tracking user engagement, analyzing customer feedback, and adjusting content as needed.

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10 Steps to Optimize Content Creation Workflow

This blog outlines 10 steps to optimize your content creation workflow and get the most out of your content. Learn how to streamline content creation, improve efficiency, and save time by following these simple steps. Get ready to create the best content for your site.

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Pharma Knowledge Management System Guide

This blog will provide you with an overview of knowledge management system and its importance in the Pharma industry. You will also learn how to choose and implement the right knowledge base system for your organization, as well its potential benefits.

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Best Practices for External Knowledge Base

In this blog, we will discuss the best practices for setting up an external knowledge base and how your customers and employees can make the most of it. We will also go through the benefits and shed a light on how it will have an impact on customer service.

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Why is an external knowledgebase important?

In this blog, we will explore what is an external knowledge base, its benefits, and how it can be beneficial not only to big businesses but also to small ones. We will also go through a few examples where we can make use of external knowledge bases.

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Benefits of Categorization in Knowledge Base

In this blog, we’ll discuss the benefits of categorization in a knowledge base and how it can be used to make the most of your knowledge base. You’ll learn how categorization can save time, reduce frustration, and improve the overall success of your business

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How to build a Knowledge Base?

A saas / Pharma / Retail / E-Commerce knowledge base can help businesses improve their marketing efforts by providing relevant information quickly and easily. 
In addition, a knowledge base can be used as an online resource for customers and employees alike. In this blog, we will learn how to build a knowledge base.

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10 Tips To Make Your Knowledge Base Better With Categorization

If you’re a product manager, content writer, beginner, startup, entrepreneur, developer, or CEO, you know the importance of a good knowledge base. A well-organized knowledge base can make your life a lot easier by helping you find the information you need quickly and easily. One of the best ways to organize your knowledge base is by using categorization.

In this blog post, we will discuss 10 tips to help you make your knowledge base better with categorization.

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L

M

Mobile analytics

What is Mobile Analytics? Analytics is the practice of measuring and analyzing data of users to create an understanding of user behavior as well as

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N

Net Promoter Score(NPS)

What is a Net promoter score(NPS)? Net Promoter Score (NPS) is a valuable metric for gauging customer loyalty, satisfaction, and enthusiasm. It’s calculated by asking

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O

Orders

In commerce, an order is an announcement, either written or verbal for the intended purchase of specific products or service.

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Outcome-Driven Innovation

What is Outcome-Driven Innovation? Outcome-Driven Innovation (ODI) is a reliable strategy and innovation process that increases the chances of a company to create and market

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P

Product analytics

What is Product Analytics? Product analytics is an extremely valuable asset for product managers and teams because it allows them to see how well their

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Product Experience (PX)

Product experience is what drives the customers’ perceptions of product design, features, and functions, which influence their purchase and usage behaviour. Product experience is a

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Product roadmap

A product roadmap is a key to successful communication between short-term efforts and long-term business goals. By understanding the role of a roadmap – and

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Product-led growth

What is product-led growth (PLG)? A product-led growth strategy is one in which the software itself is placed at the forefront of the customer’s buying

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UI vs UX vs PX

User interface (UI) vs. user experience (UX) design Although they are different fields of design, UI and UX are often used interchangeably or grouped as

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Q

Quality Score

Quality Score is a metric used by Google, Yahoo! , Facebook and Bing that measures how relevant a keyword is as compared to the data from past ad auctions

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R

Revenue churn

What is revenue churn? Revenue churn is the best way to measure how much a company is losing in potential earnings from clients or customers

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S

T

U

UI vs UX vs PX

User interface (UI) vs. user experience (UX) design Although they are different fields of design, UI and UX are often used interchangeably or grouped as

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User analytics

What is user analytics? User analytics is the practice of measuring, analyzing, and reporting user data to improve the usability of a digital product. User

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User Feedback

What is user feedback? User feedback is both qualitative and quantitative data that customers provide about a product they’ve used regarding what they liked or

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User onboarding

What is user onboarding? User onboarding refers to the method of actively assisting users to explore new value in your product. The process during which

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User segmentation 

What is user segmentation? User segmentation is the process of dividing users into groups based on shared characteristics. Segmentation allows companies to better target their

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V

W

Winback

What Is a Win-Back Campaign? Have you ever tried using a win-back campaign before? If not, then you’re missing out on a great opportunity to

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X

Y

Z