coreFORCE - Contacts: Touch Points and How to Use Them

What is a Touch Point?

A Touch Point is a record of things that have happened with a customer. More broadly, Touchpoints are used for recording an interaction between the website and a contact.

What are Some Potential Uses?

Some clients record every interaction with a customer and their salesmen read through all of the interactions that have ever been had with the customer. These don't always require follow-up which is why this is an optional flag to check. This would be more thorough than the notes section on a contact.

Other clients use Touchpoints extensively for managing their members and creating reminders to follow-up with customers. 

Need to Follow Up with a Customer? 

In Contact Maintenance, there is a filter where you can select "Response Required" to see all contacts that have touchpoints that need addressing.

There is also a Touch Points tab under each individual contact where you can view all touchpoints for that contact.

Example of Use with Follow-Up

Say you want to set a reminder for yourself to mark a customer's subscription active again on the day their membership freeze will end.

Go to Contacts -> Create Touch points

• Select the user you are freezing the membership for as the Contact
• Write a description and detailed description for what's going on/why the touch-point is being created. 
• Select the flag that says "Requires a a followup response" 
• Date due is the date that you need a reminder (which is the same day when the membership freeze will end).
• Date completed is simply the date you are adding the touch-point
• You will receive an email on the date this is due as long as your user account has an email.
• • The emails are sent by the workflow background process… “A task titled (description) for contact (contact) assigned to you is due today…"
  • Workflow runs daily, so these emails will come overnight.
• Do not forget to hit SAVE.

Updated on: 07/08/2024