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Social media glossary of terms

Welcome to Emplifi’s glossary of terms for social media marketing, social commerce, and customer care. This is your go-to resource for essential social media terms and definitions. Whether you’re navigating analytics, engagement, or community, use this to stay informed and effective in today’s digital landscape.

A

Agentic AI

 

 

 

Agentic CX

 

 

 

AI Orchestration

 

 

 

AI-Assisted Customer Service

 

 

 

Americans with Disabilities Act
Autonomous Customer Service

 

 

 

Autonomous CX (A-CX)

 

 

 

C

Churn Prediction

 

 

 

Customer Care Automation

 

 

 

Customer Experience Management (CXM)

 

 

 

Customer Journey Orchestration

 

 

 

Customer Lifetime Value (CLV)

 

 

 

Customer Retention

D

Digital Workers

 

 

 

E

Experience Orchestration

 

 

 

F

First Contact Resolution (FCR)

 

 

 

G

Generative AI

 

 

 

I

IG
Instagram Bio
Instagram Follower
Instagram Influencer
Instagram Like
Instagram Post
Instagram Reels
Instagram Story
Instagram Tag
Instagram Username

L

Large Language Model (LLM)

 

 

 

M

Multimodal AI

 

 

 

N

Net Promoter Score (NPS)

 

 

 

O

Omnichannel Customer Experience

 

 

 

Omnichannel Customer Service

 

 

 

Organic TikTok Strategy

R

Reposting on Instagram
Resolution Gap

 

 

 

S

Sentiment Analysis
Social Customer Care

 

 

 

Social CX

 

 

 

Social Media Algorithm
Social Media Influencer
Social Media Listening

 

 

 

Social Media Management Platform

T

TikTok Advertising
TikTok Bio
TikTok Caption
TikTok Engagement
TikTok Filter
TikTok Follower
TikTok Influencer
TikTok Likes
TikTok Live
TikTok Marketing

U

UGC User-Generated Content)

User-generated content (UGC) refers to any content—photos, videos, reviews, or posts—created by customers, fans, or community members rather than the brand itself. UGC is one of the most trusted, influential, and cost-effective content types in social media marketing.

V

Voice of Customer (VoC)

 

 

 

Insights from Emplifi

Explore our latest blogs and comprehensive guides designed to help you master customer experience strategies and drive growth.

Social Media Managmeent Guide + 9 Top Marketing Tools

Learn the essentials of social media management with Emplifi’s comprehensive guide. Manage your brand’s social presence like a pro in no time.
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Questions to Ask Social Media Analytics Tools Providers (Checklist)

Looking to start using a social media analytics platform, or thinking about making a switch to a different provider? This checklist is for you.
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How to launch a successful UGC campaign (Tip Sheet)

What's the best way to collect and leverage high-quality UGC to help build brand awareness, inspire purchases, and connect with your online...
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How a unified customer engagement platform delivers on quality, innovation, and value

Many companies have attempted to improve their digital and social media strategies, but a common barrier is being able to wrangle the massive influx...
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Top US States on Facebook

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Infographic: How Customers Pursue Authenticity on the Path to Purchase and Loyalty

We take a closer look at the integral role — and impact — of authentic customer reviews, ratings, and customer care across the customer journey,...
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