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Customer Service vocabulary · Customer Service Basics

Touchpoint

Meaning in customer service, with examples

/ˈtʌtʃpɔɪnt/nounAdvanced term

In customer service, touchpoint means: Any moment or place where a customer interacts with a company, such as a website, an app, a call, an email or a store visit.

In Turkish: temas noktası, etkileşim noktası

How it is used

Used in customer experience planning, for example "Every touchpoint should feel consistent." Support channels are important touchpoints because customers usually contact them when something has gone wrong.

Example sentences

  1. The delivery email is an important touchpoint, so we rewrote it.

  2. The customer had six touchpoints with us before the problem was solved.

Common collocations

  • customer touchpoint
  • key touchpoint
  • digital touchpoints
  • every touchpoint
  • customer journeyAll the steps a customer goes through with a company, from first hearing about it to buying, using the product and asking for help.
  • omnichannelDescribing a service that connects all channels, such as phone, chat, email and social media, so customers can move between them without repeating information.
  • customer loyaltyA customer's wish to keep buying from the same company, even when competitors are available.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Customer Service Basics

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