What are touchpoints?
Touchpoint is a time where a customer, before or after the purchase, is in contact with your company for various reasons.
A period of time before buying the product, while a customer is searching and looking up different products of your company, is known as a touchpoint.
A period of time after buying the product from your company, when a customer calls for repair or any product related inquiry, is also known as a touchpoint.
Companies must advertise their products in a way that their products receive as many touchpoints as possible. The higher the number of touchpoints a company has, the better it is for them.
Watch a video about touchpoints
LiveAgent helpdesk software helps companies manage customer touchpoints with ease and convenience. Its suite of features allows for unified customer support across multiple channels, including email, live chat, phone, and social media. LiveAgent helps streamline customer service processes, and customers can receive personalized, real-time responses from agents. Additionally, LiveAgent integrates with top CRM systems and e-commerce platforms, making it easier for companies to engage and reward customers. LiveAgent helps create a seamless customer experience across multiple touchpoints and ensures that customers always get the help they need.
- Touch points
- Marketing teams
- Customer journey
In this video, the speaker discusses touch points and how they are used by marketing teams to measure the level of contact needed to convert a lead or a prospect into a customer who actually uses the product. A touch point refers to any attempted contact made by marketing or sales teams before a lead is converted into a customer, such as a call, email or advertisement. The speaker emphasizes that understanding the number of touch points it takes to convert a lead to a contact is vital to understanding the customer journey, and provides examples of how companies like Apple and HP use this information to improve their sales. Finally, the speaker invites viewers to share their experiences with measuring touch points in the comments and subscribe to their channel for more videos.
Frequently Asked Questions
What are touchpoints?
Contact points are the time when a customer contacts your company before or after purchasing a given product or service for various reasons, e.g. to learn more about a specific product or to make a complaint.
What are the most typical touchpoints?
The most typical points of contact are communication with customer service via various channels, commenting on social media, leaving ratings and reviews on the web.
Is it possible to assess all touchpoints in LiveAgent?
In LiveAgent, you can evaluate all touchpoints that are related to communication channels, thanks to which customers and potential customers can contact your brand.
Touchpoints are crucial moments of customer interaction that can make or break the customer experience. Ensure seamless and consistent touchpoints across all channels to create happy and loyal customers.
A customer representative should be well-skilled and have a great knowledge about products. They should also carefully listen to customers.
LiveAgent is a customer service software solution for eCommerce websites. It offers a fast live chat widget, a powerful knowledge base, and a 14-day free trial. Sli.do is a web-app for real-time communication and event management. The video discusses the importance of in-between touch points in customer experience, using Atlantis The Palm as an example of creating a seamless experience.
A customer is the one who you sell a product. It can be a person or a company. The most important thing is to take care of customers so they'll come back.
Effective communication is crucial in business intelligence (BI). BI professionals must ask the right questions, define project deliverables, and share intelligence clearly. LiveAgent is a communication platform that offers various channels for customer communication. To improve marketing, speak to customers in a friendly and relatable tone and provide excellent support and easy navigation on your website. Consider storytelling in marketing to showcase brand values and trigger emotions. Remember, serving better and caring more makes the world a better place.