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Also called tech-touch, this customer engagement strategy involves digital or online engagement and the use of non-designated customer success associates as needed. It is frequently used for customers that generally have a low recurring revenue and/or uncomplicated usecase.
Low-touch engagements are the hands-off approach to CS. The emphasis is on delivering the right message at the right time at scale. You are educating your customer on how they can better use your product’s features and functionalities on their own and how to find help when they need it. Low-touch engagements operate as proactive encouragement for the customer to try new features in anticipation of future opportunities.