High-Touch Customer Service
Search Customer Experience, Thursday, November 2,2023
High-touch customer service is a category of contact center interaction that requires human interaction. It can be contrasted with low-touch customer service, which uses automated phone systems and online self-service portals to answer customer questions and process business transactions.
Some contact centers train specific agents to deal with high-value customers and complex problems.
What is high-touch vs. low-touch customer service?
In customer service, the idea of touch refers to the amount of human interaction and personal contact involved in supporting customers. High-touch customer service involves a lot of human contact with customers. It is more hands-on, personalized, and focused on a specific customer.