A touchpoint is a specific type of activity that involves any direct communication with a customer. Did you talk to them on the phone? Send an email? Conduct a quarterly business review? All of these are touchpoints with your customer.
Touchpoints are stored specifically in the ‘touchpoints’ section on the left-hand side of the account. [fig 1]
Touchpoints should be a pretty common activity type you are adding to an account history, therefore being able to filter these touchpoints is key when narrowing down what you are looking for.
Filtering touchpoints are no different than filtering your accounts or your activity dashboard. A useful attribute to filter by is “Activity Notes” type in any word and it will pull up any previous touchpoints with this specific verbiage. Don’t forget you can save the most commonly used filters with the “save as” button at the bottom of the filter list.