coreFORCE - Contacts: Touch Points and How to Use Them
coreFORCE Advanced and Enterprise Only
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.
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
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