SaaS Glossary - Essential Terms Defined

The probability that a population parameter will fall between a set of values for a particular percent of the time is referred to as a confidence interval.

A call center feature that lets managers listen in on agents' calls in order to improve agent performance. Also called "agent monitoring" and "call logging," it can be done in real time with or without the agent's knowledge, or calls can be recorded for later retrieval.

Contract drafting is the act of writing down the terms and conditions of an agreement. The parties to a contract may go through several drafts and negotiation sessions before the official contract is finalized.

Contract management is the process of managing contract creation, execution, and analysis to maximize operational and financial performance at an organization, all while reducing financial risk. Organizations encounter an ever-increasing amount of pressure to reduce costs and improve company performance.

Customer support is a service provided to help customers resolve any technical problems that they may have with a product or service.

Social media segmentation is breaking down your audience demographics within and between different social media platforms. It gives you an understanding of the different groups of people using various social media channels so you know which channels to employ to reach those groups.

Social media management is the process of creating, publishing, promoting, and managing content across social media channels like Facebook, Instagram, Pinterest, YouTube, more.

Review platforms are places where customers can leave feedback about products or services for others to read.

Call logging/recording aids in the management and analysis of the sales calls. It may also allow you to make, receive, record, redirect, and assign ownership to calls, as well as serve as a call logger to ensure that missed calls are never forgotten again. Call logging gives you a better understanding of what's going on with your sales calls.

Click-through tracking is an analytics feature that measures and reports where people click or tap on websites, apps, and emails. A click tracking tool tracks mouse clicks and taps using software or tags. This information is gathered and presented numerically, graphically (heat maps), or through individual sessions (session recordings). Marketers, analysts, and user researchers use click monitoring tools to attribute conversions, assess user interaction, and identify website failures and optimization opportunities.