Last Updated on 26/04/2025
A key ingredient to a successful business is to know how to keep your customers happy.
And there’s one key way to keep them happy: having a designated point of contact within your company.
Studies show that 43% of customers are more likely to purchase from a brand after a positive customer service experience. A solid plan for point-of-contact positions in your business is a positive way to invest in good customer service and overall service.
So, if you’re wondering what a point of contact is, we’ve got you covered.
In this article, we’ll look into:
- What is a point of contact
- 8 examples of a point of contact
- 6 ways to improve a point of contact
Let’s dive right in.
What Is Point of Contact?
Before we discuss the different types of point of contact in detail, let’s first understand what a point of contact is.
A point of contact is someone you designate as the primary person or point of contact with whom another person or business will communicate. This could include answering a phone call, coordinating a project, or resolving a tech issue.
The point of contact will be the person who hears the customer or business and resolves the issue, or connects them with the appropriate person who can.
However, the point of contact does not simply pass the customer or business to someone else. They are part of the entire conversation, whether via email or phone, so they can stay informed about the whole process and keep the customer or business updated on the status of their work.
8 examples of a point of contact
If you want to excel at something, you’ve got to take a deep dive into everything about the subject. Just like you would learn digital marketing as a communications professional, should you understand the top examples of point of contact and how you should apply them in your business?
So, let’s take a look at those now, shall we?
1. Customer Service Rep
A customer service representative is one of the most common point of contact positions. Almost every company has one nowadays. If you encounter any issues, you can send a message to them, and they will assist you in resolving it.
It is common for customer service representatives to hear your issue and then refer you to the next person or department. However, as a business, you can take this as a lesson learned and find a way for your customer service rep to help the customer from start to finish.
That way, the customer doesn’t get frustrated by having to tell someone new the story again for the millionth time. Customers will feel heard when the customer service rep is integral to the resolution process. This emphasizes the importance of hiring the perfect sales employee who can handle customer interactions with a comprehensive understanding and responsiveness.
2. Receptionist
A receptionist is a valuable point of contact for individuals with a brick-and-mortar business. The first person a customer sees when they walk into an office is probably a receptionist or someone checking in customers.
Since it would be challenging for this version of a point of contact to be with the customer every step of the way, other strategies can help make this role quite successful as a point of contact.
For example, provide receptionists with superb training so they can connect customers with the correct person without having to be shuffled around. By empowering the receptionist with the necessary information, this role can excel as a point of contact.
3. Technical Support Hotline
People who call a technical support hotline are likely already upset that they need to call in the first place.
Being the point of contact when working with tech support can be a challenge. However, with the right attitude and personality, this role can help the company they work for see positive outcomes.
4. Sales Rep
Another common point of contact is a sales rep. This role typically involves interacting with customers and prospects to sell products or services.
As a business, you want to invest heavily in this point of contact, as it can make or break what comes into the company.
5. Account Manager
An account manager serves as the primary point of contact, managing the account and the relationship between the business and its customer. They assist customers with any needs they may have and proactively review their accounts to identify potential future requirements.
When a business has account managers, customers can consistently reach out to the same person, building a relationship that fosters trust.
6. Social Media Manager
This version of a point of contact is relatively new, as social media has experienced significant growth over the past few years. A social media manager is the person behind the screen, responding to messages on your social media account.
If you don’t have a social media manager yet, you may want to consider hiring one externally to manage your accounts. It’s an excellent point of contact for your company.
7. Project Manager
This point of contact will manage projects and communicate with both the business and the customer to ensure a smooth project execution. It’s essential to know the difference between this role and an account manager, just as you would see the difference between a lawyer and an attorney.
Read more on: How to Know if Your Lawyer is Selling You Out.
They sound similar, but they are, in fact, different. An account manager manages an existing account, whereas a project manager focuses solely on a single project. Both may work with a client together, which is fine and recommended.
8. Business Development Manager
A business development manager will serve as the primary point of contact for new customers and establish and maintain their relationships.
This person will seek new clients and then onboard them with an account manager once they’re established as a customer.
6 Ways to Improve Point of Contact
As you can see, having a point of contact is essential to your company’s success. These roles will be highly customer-facing and involve direct interaction with customers. If you already have these roles in place, one of the best things you can do is learn how to improve them and set them up for success.
1. Offer a centralized way for your point of contact to communicate
If you haven’t invested in a Customer Relationship Management (CRM) tool, now is the time to do so. A good CRM will enable different roles of your points of contact to view who has spoken with a customer and where they stand in the sales pipeline.
Instead of reading through lengthy email chains or spending a significant amount of time on calls to understand what the customer needs and who has been speaking with them, a CRM enables them to view everything from a single, centralized location. Learn how to evaluate a CRM, as explored in the SmallBusinessHQ guide and make an informed decision.
2. Consider offering 24/7 availability for some of your point of contacts
There are some roles that you might consider having on-call 24/7 to provide additional service to your customers. Tech support and customer service representatives are significant roles that would thrive when available 24/7.
This allows for greater flexibility for your customers and, of course, happier outcomes when issues are resolved more quickly than they usually are.
3. Offer multi-channel support
If your website is the only way customers and prospects can reach you, you may need to consider offering multi-channel support. By that, we mean offering additional avenues for your customers to reach you, such as social media and automated chat features.
If you do go this route, be sure to optimize your content for mobile viewing so you can provide your customers with the best content at all times.
4. Invest in training for your point of contact
Every job position needs training; that’s just a fact. However, for the roles in your business that serve as the primary point of contact for your company, you may want to consider additional training.
Learning empathy and how to use it in the workplace is an example of training that could make or break these roles.
5. Don’t shy away from automation
AI has its pros and cons. However, one of the pros it has brought us is the automation features. If you’re looking for a way to expedite service or provide quick answers to commonly asked questions, consider using AI as chatbots.
Don’t let AI replace your point of contact; use it effectively in a way that your customers will find helpful. That way, if automation cannot provide them with the answer they are looking for, they can be immediately connected with the point of contact.
6. Offer multi-lingual support
For your point of contact positions, consider hiring employees who speak additional languages. This will be extremely helpful for roles such as customer service, technical support, sales representatives, or any position that requires effective communication.
Clients will appreciate the additional accessibility that is available to them.
Final thoughts on the point of contact
A practical point of contact can be a game changer for a business. If you can hire and invest in high-level point-of-contact positions, you can set yourself up for the next level of success.
Happy customers make for a thriving business, so allow your customers and prospects to have excellent points of contact to which they can reach out.
If you’re looking for ways to improve your website, let us help! Book a one-on-one coaching call for SEO training today!
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