High touch is ideal for complex products that require ongoing support.

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This model is common for enterprise software or usa business email list addressing high-value customers. That said, this model typically requires a very involved and larger support team.
Low-touch is more scalable and cost-effective to cover a larger customer base. While service is less personal, smaller teams can cover more ground. What you lack in personalization you make up with efficiency.
Hybrid is a balance of both where your priority customers get VIP treatment while self-service options are also available for customers. Expectations and levels of care are determined by your customers’ service tier.
Customers come in all shapes and sizes. Some demand a lot of hand-holding and ongoing attention. Others are hands-off and prefer not to be bothered, accepting that they can help themselves as needed. These are some points to keep in mind when choosing a model.

Here are the qualities of an effective customer engagement model regardless of your team or industry:

Multichannel. Consider everything from social to email to in-person and beyond. You need to be able to make multiple touchpoints and be consistent about it.
Personalized. Treating customers as more than numbers should be a priority. Even with low-touch models, there are opportunities for personalized care through product or pain-point-specific resources.
Data-backed. You can measure the effectiveness of your customer care through a variety of metrics. This includes NPS scores, response times and social engagement. Your model should encourage you to gather these sorts of data points to optimize over time.
Sustainable. Your team needs to be able to keep up with the demands of your model long-term. For example, you can’t expect to implement a high-touch model with a single employee. The right tools are crucial regardless of the size of your team. Chatbots, social media management software or help desk software can all help here.