Choosing a customer engagement model is a must-do for brands today.

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Because your approach to customer care usa business email list impacts every corner of your business.

That said, customer care is a balancing act that brands understandably struggle with. Customer needs are rarely one-size-fits-all. Meanwhile, there are more channels than ever to monitor.

Being everywhere at once when it comes to service is easier said than done. Adopting the right customer engagement model can provide comprehensive care and help you build brand loyalty.

Below we break down how to choose the right model to optimize your customer care strategy.

What is a customer engagement model?
A customer engagement model describes the approach brands take to engaging customers. This includes choice of service channels, frequency of engagement, level of personalization and the overall quality of care you provide customers.

Customer engagement models are typically defined as high-touch, low-touch or hybrid:

A high-touch engagement model involves one-on-one interactions with a support team for personalized service. In this model, a dedicated customer success manager (CSM) team might be assigned to specific customers.
A low-touch engagement model focuses on self-service tools (FAQs, knowledge bases or chatbots) to provide seamless service on-demand.
A hybrid engagement model combines pieces of high-touch and low-touch models by balancing personalized support with self-service tools.
These models can also be applied to specific tasks such as onboarding or customer retention.