Glossary

A video call to action is the specific next step a viewer is asked to take after watching, presented as a clickable button on the page around the video rather than a line the presenter says on camera. At a dealership the actions that matter are book, approve, pay and reply.

Video captions are timed text shown on top of a video and synchronised to the audio, carrying the spoken words plus any meaningful non speech sound. They let a viewer follow the content with the sound off, or with no hearing at all.

Video claims are insurance claims in which the damage is assessed from video recorded by the policyholder or a third party on their own phone, either during a live call with the handler or asynchronously through a guided link, instead of from a site visit. The video, its narration and its metadata become the primary evidence in the file.

Video coaching is the management practice of reviewing the videos reps actually send to customers and giving specific, repeatable feedback on them. It treats a sent video the way a call centre treats a recorded call: as a real artefact of the work, not a training exercise.

A video codec compresses and decompresses video. H.264, H.265 and AV1 explained, and why the codec decides the quality and file size of your videos.

Video compression is the process of making a video file smaller by discarding the data a viewer is least likely to miss, so it can be stored cheaply and sent over a network at a practical size. Almost every video you record, send or watch has been compressed.

Video content for business: the formats that work for sales and service teams, from walkarounds to explainers, and how to plan them.

Video email explained: how to send video in email that actually plays, why attachments fail, and how a thumbnail plus link gets more clicks.

Video engagement explained: how views, watch time and clicks show who is interested, and how sales teams use those signals to time their follow-up.

Video FNOL is first notification of loss in which the claimant shows the damage on video at the moment the claim is reported, either on a live call with the handler or by recording from a link sent during or straight after that first contact.

A video form builder is a tool for assembling structured workflows in which an answer can be a short video recording as well as typed data. The person filling it in works through the steps on their phone, and the completed submission comes back as one merged video with a structured report beside it.

Video hosting explained: where your videos live, how a hosted page differs from an attachment, and what to look for in a business video host.

Video inspection is the practice of judging the condition of an object, vehicle, property or space by recording it on video and reviewing that footage, either live as it is captured or afterwards. The term covers two unrelated fields: camera surveys of pipes and ducts, and phone based inspection of assets.

A video landing page is a single web page built around one video, branded to the sender and carrying the actions the viewer is meant to take next, such as booking, approving, paying or replying. The video is the page, rather than one element inside a longer one.

A video library is the central, searchable store of the videos a team has recorded and sent, held with who sent each one, to whom, when, and what the customer did afterwards. It works as an archive, a coaching source, and a record when a customer disputes what they were told.

Personalized video messaging explained: recording a short video for one specific customer and sharing it as a branded page. Why it outperforms email.

Video personalisation is the practice of making a video specific to one named recipient, so that what they receive could not have been sent to anybody else. The term stretches across a lot of ground, from a stock clip with a name merged onto it to a video filmed on the spot for one customer.

What a video player is, which features matter for customer videos (speed, captions, tracking) and why a branded player beats an attachment.

Video production for business messages: planning, recording and sharing customer videos on a phone, without a studio or an editor.

Video prospecting is the use of short, individually recorded videos in cold outreach: a rep records a video for someone who has not enquired and sends it to start a conversation. It changes the format of a cold approach, not the quality of the list behind it.

A video quality score is a number given to a sent video by rating it against a written list of criteria, so videos can be compared across a team and tracked over time. Often shortened to VQS. It is only as good as the criteria behind it, and bad criteria push a team toward worse videos.

A video quote is a quotation for repair or maintenance work delivered to the customer as a short video, in which the technician or advisor shows the worn part or the fault on the customer's own vehicle, states the price, and gives the customer a way to approve the work from the same message.

A video reply is a short video recorded in answer to a specific customer question and sent back through the channel they used. Instead of typing an answer about condition, a comparison or a price, the rep records thirty seconds saying it and showing the thing in question.

Video resolution explained: 720p, 1080p and 4K compared, and which resolution to use for customer video messages on mobile networks.

Video response rate is the percentage of sent videos that produce a customer action, calculated as videos that got a reply, click, booking or approval divided by videos sent. It measures whether the video moved the customer, not whether they watched it.

A video retention curve is the graph of what percentage of viewers are still watching at each moment of a video, starting at 100 percent and falling as people leave. It shows exactly where you lose people, which no average can do.

Video SEO is the work that makes a video eligible to appear in search results: the page it sits on, the structured data describing it, the thumbnail, the transcript, and where the file is hosted. It applies to published marketing video, not to videos sent privately to one customer.

A video template is a reusable structure for a video message: an agreed shot order, the points to cover, a length target, and the branding applied to the page around it. The rep still films fresh footage every time. The template decides the shape, not the content.

A video transcript is the full text of everything said in a video, presented as a document alongside the player rather than on top of the picture. It carries no timecodes, so it can be read, searched and copied without playing the video at all.

Video triage is the practice of looking at a reported fault on video, recorded or streamed from the customer's own phone, before deciding whether to fix it remotely, send a technician, or send a specialist with the right parts. It is remote triage with video as the input.

A video walkaround email is an email that delivers a short recorded circuit of one specific vehicle to one specific customer, usually as a thumbnail with a play button linking to a page where the video plays. The rep films the actual car the customer enquired about.

View rate is the percentage of people who were sent or served your video and actually viewed it, calculated as views divided by deliveries or impressions over the same period. The number means little until you know what your platform counts as a view, because that threshold runs from the first frame to a full watch.

A VIN, or vehicle identification number, is the 17-character code that uniquely identifies one specific vehicle, split into three blocks that encode who built it, what it is, and which individual unit it is. Every title, recall and history record is filed against it.

A virtual camera is a software device that registers with an operating system as though it were a physical camera, so any app asking for the camera feed receives whatever that software sends it. Ordinary in streaming and video calls. A recognised risk in remote evidence capture.

A virtual inspection is an assessment of an object, vehicle, property or site carried out through video and images instead of in person. In most industry usage the term points at the live variant, where an expert joins a video session while someone on site moves the camera.

A virtual property inspection is an inspection of a home or commercial unit carried out through video and photos instead of a visit by the inspector. It covers two models: a live video call led by the inspector, and a self-inspection where the tenant or occupier records guided footage in their own time.

Visual claims software is the category of tools an insurer uses to see a loss through the claimant's own phone camera instead of, or before, sending someone to look. It covers live video sessions with a handler, guided photo and video capture the claimant completes alone, and portals that accept uploaded files.

Visual inspection is the examination of a component, structure or asset by eye, unaided or with optical aids, to detect surface conditions such as cracks, corrosion, leaks, distortion and missing parts, judged against defined acceptance criteria. It is the oldest inspection method and still the most used one.

Visual support is the category of customer support and service methods in which the problem is shown rather than described, using the camera on a device the customer already has. It covers live video assistance and asynchronous guided capture, which behave very differently in practice.

A void inspection is a social landlord's recorded check of a home that is empty, or about to be, between tenancies. The pre-void inspection scopes repairs and recharges before the outgoing tenant leaves; the post-void inspection confirms the completed works meet the lettable standard before keys go to the next tenant.

A waiter appointment is a service booking where the customer stays at the dealership while the work is carried out and leaves with the vehicle the same visit, usually inside one to two hours. The alternative is a drop-off, where the customer leaves the vehicle for the day.

A walk-in is a customer who arrives at a dealership without an appointment and is greeted on the floor as a fresh sales opportunity. In North America the same customer is usually called an up. In the UK and much of Europe the visit is logged as a walk-in enquiry.

A warranty audit is a manufacturer's review of warranty claims a dealer has already been paid for, checking each file against the published policy and reclaiming money on any claim the file cannot support. The repair is rarely what fails. The documentation behind it usually is.

A warranty claim is a request for payment a repairer submits to a manufacturer or warranty provider for work performed under an existing contract, arguing a named component failed inside the agreed term and conditions. It is contractual, so approval turns on cover, cause and evidence.

Warranty support is the function that handles contacts about products failing inside their warranty period, decides whether the reported fault is covered by the terms, and turns a covered fault into a repair, a replacement, a part, or a refund.

Watch time is the total amount of time people spent watching a video, summed across every view and usually reported in hours or minutes. It is the only common video metric that counts attention as a quantity rather than as a yes or no event.

Water damage is physical damage to a building, its services, or its contents caused by water reaching somewhere it should not, whether from a burst pipe, a failed appliance, a defect in the envelope, or a flood. In insurance terms most of it is handled under the escape of water peril rather than as flood.

White label is an arrangement in which one company's product is delivered under another company's brand, so the end user sees the buyer's name, logo, colours and domain rather than the vendor's. In software it usually means configurable branding rather than a separate build.

A wholesale valuation is the price a vehicle is expected to achieve in a trade sale between businesses, typically at auction or through a B2B marketplace, rather than the price a consumer would pay on a forecourt. It is the number a fleet plans a disposal against.

Workflow automation is the use of stored rules to carry out steps in a process without a person doing them: when a defined trigger fires and the stated conditions hold, the system performs the action itself. It is also called business process automation.

A working at height inspection means one of two things: an inspection task carried out where a person could fall a distance liable to cause injury, or the inspection of the equipment and places used for such work, including scaffolds, working platforms, ladders and edge protection. Both carry duties.

A work order is the formal record that authorises a specific piece of work on a specific asset, sets out what has to be done, and becomes the evidence that it was completed. It names the asset, the task, the priority, the accountable person, and what the job may consume in labour, parts and cost.

Workshop loading is the share of a dealership's available technician hours that is already booked with confirmed work for a future day, shown as a percentage. Service managers read it to see whether next week's diary is full, thin, or oversold before the week starts.

Workshop utilisation is the share of the time a workshop pays for that is actually spent working on vehicles, measured as productive hours divided by attended hours. It is the first of the three workshop time ratios and the one that says how busy the department is, not how good it is.

Wrench time is the share of a technician's shift spent with hands on the asset doing the actual repair or maintenance work, calculated as hands-on-tool hours divided by total available hours. In most operations it lands far lower than managers expect.

Write-off categories are the salvage classifications an insurer assigns to a vehicle it has declared a total loss, recording how badly the vehicle is damaged and what may lawfully happen to it afterwards. The UK uses Categories A, B, S and N. Other markets use different systems entirely.

Xactimate is the estimating software that property adjusters and restoration contractors use to write a line-by-line repair estimate. XactAnalysis is the claims assignment and management network that sends the work out, tracks it and reviews the estimate that comes back. Both are Verisk products.