Glossary of Terms

High Touch Support

Definition of
High Touch Support

High Touch Support is a type of support that requires a high degree of human interaction for the resolution of the issue. In contrast, low-touch support utilizes colder means of communication with clients, like FAQ lists or bots. High Touch Support aims to provide customers with tailor-fitted solutions to their concerns in a more personalized and engaging manner. This helps making the customer feel that they are valued by the company, increasing sustantionally customer satisfaction. A common example of High Touch Support is the allocation of a personal account manager to priority customers, who will address their concerns personally.

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