Smartreply

Smartreply describes the marketer's side of a dialog between a marketing business and a customer, typically employed with Customer Relationship Management technology to reply in a relevant manner using personalization technology or collaborative filtering. An effective smartreply takes into account customer privacy considerations and may rely on a permission marketing framework. An ideal smartreply has gathered customer marketing preferences in advance of every communication.

A smartreply is differentiated from database marketing with two distinctive criteria: speed of communication and new media. In some cases, a smartreply may be an instantaneous response from a customer initiated communication; in other cases, the reply may be timed or delayed based on customer communication preferences or a more relevant communication event, hence the "smart" in smartreply.