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Abandonment rate

The percentage of social customer service issues that are abandoned by customers without a resolution.

 

AI

Artificial intelligence, or AI, refers to intelligence exhibited by machines.

Algorithm

A rules-based procedure for making calculations or solving problems. Algorithms are everywhere in computer science and are crucial to the software that runs the world. In social media, the most important algorithms are those that determine which content we see. For example, your Facebook News Feed doesn’t show every status update and every photo from every one of your friends. Instead, it displays an algorithmically curated set of content that Facebook thinks is most worth seeing. Similarly, Twitter, Facebook, and Google Plus use algorithms to define which topics and hashtags are currently trending.

Like the algorithms that power search engines, social media algorithms have a massive effect on your brand’s online visibility. One sure-fire way to increase your ranking in an algorithm is to pay for it with paid social media.

 

AMA

In reference to Reddit, an acronym for “Ask me anything.” In an AMA post, a user will answer questions posed by the Reddit community. To-date, the most popular AMA of all time took place in 2012 with President Barack Obama.

 

Analytics

Analytics tells you what happened. In general, it involves using technology to gather data which analysts can study.The goal of analysts is to examine this data, looking for patterns in behavior. The most common way of gathering data is using a tracking tag on a website or software application. The tag registers a “session” when a user visits and then stores data about what pages they visited, what actions they completed, and how they interacted with different elements such as clicking on buttons or performing a search.

Archiving

The practice of retaining an organization’s social media messages and associated metadata, often for the purpose of regulatory compliance. Archiving has become increasingly important as more and more business communications occur on social media. Organizations can save records of social conversations in their own secure databases, much like they already store email and other documents. This data can later be retrieved and analyzed to track the effectiveness of social media activities. It can also be gathered as part of a legal e-discovery process.

Application Programing Interface (API)

An API is a software which let one website interacts with another.

Audience selector

A tool that allows you to choose which audience you want to share something with on Facebook.

Authenticity

Some people cover up their identity and don’t really express themselves on social media. Being open and authentic on social media means a great deal to your audience who wants to genuinely engage with you or your business. It’s important to find your own voice and be personal on social media. We wouldn’t be following you if we didn’t think you were awesome, so just be yourself!

Avatar

A visual representation of a user online, though not necessarily an actual photo of the user. Social media profile pics are an example of an avatar. Fun trivia fact: “avatar” is Sanskrit for “incarnation”. Makes sense, right?

Average handling time

The average time required for a company, team, or individual to resolve customer issues on social media, from beginning to end.

Average response time

How long it takes on average for a company, team, or individual to reply to a customer’s messages while resolving an issue.