{"id":19699,"date":"2019-08-29T00:00:00","date_gmt":"2019-08-29T07:00:00","guid":{"rendered":"https:\/\/www.helpshift.com\/glossary-term\/touchpoint\/"},"modified":"2024-02-21T09:04:06","modified_gmt":"2024-02-21T17:04:06","slug":"touchpoint","status":"publish","type":"glossary","link":"https:\/\/www.helpshift.com\/glossary\/touchpoint\/","title":{"rendered":"Touchpoint"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_63 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.helpshift.com\/glossary\/touchpoint\/#Why_Do_Touchpoints_Matter_to_Customer_Service\" title=\"Why Do Touchpoints Matter to Customer Service?\">Why Do Touchpoints Matter to Customer Service?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.helpshift.com\/glossary\/touchpoint\/#How_Helpshift_Supports_Touchpoints\" title=\"How Helpshift Supports Touchpoints\">How Helpshift Supports Touchpoints<\/a><\/li><\/ul><\/nav><\/div>\n\n<p>Touchpoints are places along the customer journey where customers interact with brands. An interaction may be passive,&nbsp;like viewing an ad or receiving an email newsletter,&nbsp;or it may be passive,&nbsp;like commenting on a social media post or contacting customer service. In any case,&nbsp;<\/p>\n\n\n\n<p>Every point of contact a customer has with a brand is a touchpoint, and touchpoints are critical to customer experience.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" src=\"https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/HELP_In-App_Messaging_Image_FINAL-768x576-1.png\" alt=\"\" class=\"wp-image-5998\" style=\"width:568px;height:425px\"\/><\/figure><\/div>\n\n\n<p><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-why-do-touchpoints-matter-to-customer-service\"><span class=\"ez-toc-section\" id=\"Why_Do_Touchpoints_Matter_to_Customer_Service\"><\/span><strong>Why Do Touchpoints Matter to Customer Service?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>The more you understand about your customer touchpoints, and the more data you gather, the better you can design the customer experience and provide excellent customer service. A customer can take all manner of paths to purchase, but a typical example of the various touchpoints a customer might encounter looks something like this:<\/p>\n\n\n\n<ul>\n<li>The customer sees an ad for your product while conducting a product search online<\/li>\n\n\n\n<li>The customer sees another ad or two on Facebook because of your retargeting efforts<\/li>\n\n\n\n<li>The customer is curious about your brand and decides to follow your Facebook page<\/li>\n\n\n\n<li>The customer has a conversation with a friend about one of your products<\/li>\n\n\n\n<li>Eventually, with enough positive experiences at touchpoints along the way, the customer decides to purchase your product<\/li>\n<\/ul>\n\n\n\n<p>It\u2019s important to note that touchpoints do not only describe the places a customer touches your brand pre-purchase. Touchpoints also include interactions with your brand after purchase \u2014&nbsp;most notably, customer service. Any time a customer interacts with your customer service organization, there is an opportunity to make a positive impression at a touchpoint.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-how-helpshift-supports-touchpoints\"><span class=\"ez-toc-section\" id=\"How_Helpshift_Supports_Touchpoints\"><\/span><strong>How Helpshift Supports Touchpoints<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>Because Helpshift enables you to connect and control so many elements of your customer service strategy, you gain the ability to create a positive customer experience across a spectrum of customer touchpoints. From web chat to in-app messaging to phone service to email, your customer conversations are connected and fluid.<\/p>\n\n\n\n<p>Helpshift connects all your digital customer support channels with your phone support, and allows you to take advantage of self-service and bots. By embedding all of these tools within a single messaging thread, Helpshift\u2019s Connect Customer Conversation platform lets your customers reach you through the touchpoints they prefer, and always experience an efficient path to resolution.<\/p>\n","protected":false},"author":8,"featured_media":19599,"template":"","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[1],"acf":[],"taxonomy_info":{"category":[{"value":1,"label":"Uncategorized"}]},"featured_image_src_large":["https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/HELP_In-App_Messaging_Image_FINAL-768x576-1.png",768,576,false],"author_info":{"display_name":"Erik Ashby","author_link":"https:\/\/www.helpshift.com\/author\/erikhelpshift-com\/"},"comment_info":"","_links":{"self":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19699"}],"collection":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/types\/glossary"}],"author":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/users\/8"}],"version-history":[{"count":2,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19699\/revisions"}],"predecessor-version":[{"id":30216,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19699\/revisions\/30216"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media\/19599"}],"wp:attachment":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media?parent=19699"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/categories?post=19699"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}