Customer Success controls costs by changing the way customers are served based on the expected customer LTV and business strategy.
This is called the ” touch model .”
Community Touch is a touch model that is an approach to increasing customer engagement by creating a community among customers.
Through Community Touch, customers can share knowledge and experiences with other customers and get help solving problems.
This means that Community Touch can simultaneously increase customer satisfaction and reduce the burden on your customer success team .
For those who work in customer success or want to get started
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Community Touch Features
Community Touch has the following features:
Customer-led interactions
With Community Touch, customers proactively mexico whatsapp number data interact with each other and share their knowledge and experiences.
The Customer Success team helps run the community, but it’s customer-centric.
Peer support
Within the community, customers offer each other advice on solving problems.
Advice from customers who have experienced the same challenges can sometimes be more effective than expert help.
Increased engagement
By participating in the community, customers gain a deeper understanding of your products and services and become more loyal .
Building a community can improve in case of not doing so the risk of running out customer retention.
Differences from other touch models
High five
High-touch is an approach that provides dedicated, high-touch support to customers.
Community Touch focuses on customer-to-customer interactions with limited involvement from the customer success team.
Low Touch
Low touch is an approach that emphasizes phone number thailand efficiency, with one agent managing many customers at a time, whereas community touch emphasizes improving customer engagement over efficiency.
