Plain-English definitions of the terms vendors throw around. No jargon, no fluff — just what each thing actually means for your business.
An automated text message triggered by an event — usually a missed call — to immediately re-engage the lead.
Interactive Voice Response — the 'press 1 for sales' phone tree systems. Mostly being replaced by AI voice receptionists in 2026.
Any system that automatically responds to missed calls so leads don't go to voicemail and disappear. The fix for the missed-call revenue leak.
A group of phone endpoints that ring together (or in sequence) for inbound calls, used by teams that need multiple people to be able to answer.
A call routing strategy that tries multiple endpoints — browser, cell phone, AI — in sequence so the call gets answered no matter where you are.
A single inbox that combines messages from every channel — calls, SMS, email, Facebook, Instagram, web chat — into one thread per customer.
The percentage of leads (or quotes) that convert to paying customers. The single most important sales metric for a service business.
The total spend required to acquire one new paying customer. Compared against lifetime value to determine whether your marketing is profitable.
The free Google listing that controls how your business appears in Google Search, Maps, and the local pack. The most important free marketing asset for any service business.
Free content or a free tool offered in exchange for a contact's information. Used to capture leads at the top of the funnel.
The block of three businesses with map, ratings, and contact info that shows up at the top of local Google searches. The most valuable real estate in local SEO.
A self-service web page where customers can pick a service, see your availability, and book an appointment 24/7 without calling.
How recently and how frequently your business is getting new reviews. Often more important than total review count for local search rankings.
The time between when a lead first contacts your business and when you respond. The single biggest factor in lead conversion for service businesses.
Software that stores your customer information, history, and communications in one place — so you have context on every customer interaction.
A fixed fee a service business charges to send a technician to a job site. Covers travel time and the visit itself; usually credited toward the final invoice if work is performed.
Software that runs the operations of businesses with technicians in the field — scheduling, dispatch, work orders, invoicing, and customer communication.
The practice of tracking the actual labor, materials, and overhead spent on each job to determine real profitability per project.
The number of jobs a service business completes per geographic mile traveled. The single biggest lever on field productivity.
The geographic region a business serves. A defined service area drives scheduling efficiency, marketing focus, and Google Business Profile visibility.
Sending an invoice or payment request via SMS with a one-tap pay link, instead of a paper invoice or emailed PDF.
The registration system US wireless carriers use to verify business text messages sent from regular 10-digit phone numbers. Required for any business that texts customers.
The Telephone Consumer Protection Act — the federal law that governs how US businesses can call and text consumers. Sets the rules for opt-in consent and STOP requests.