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Meaning Of Point Of Contact | What Does Point Of Contact Mean?

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Point of contact is a form of communication between a prospect or customer and the business itself. It’s also sometimes used to describe the person responsible for handling a particular subject or category for a company in an online environment.


Point of contact is an excellent term, defined as the point where all customer communications begin and end. 


On a marketing level, it’s where the buyer starts and where the seller ends. The point of contact can be a person, an email address or a phone number. While marketers can use any of the three methods, email is the most common.

Businesses are familiar with point of contact, but not many know its whole meaning. In this article, we have provided a complete definition of “point of contact” for you.

What Does Point Of Contact Mean?

A point of contact is a person from your company who directly interacts with your customers. It is essential to have someone answer customer service calls and ensure that your customers receive excellent service.


This person can be an employee in a different department, but it’s usually someone from customer service or marketing. 


Point of contact is one of the most critical factors of customer success. Whether your clients are international or in another country, a phone call or email is still the easiest and most effective way to ensure that all your needs are met. 


By having a point of contact, you can provide your clients with guidance and similar advice throughout the buying process, from initial enquiry to billing.

How Important Is A Point Of Contact?

As your company grows, you’ll need a point of contact for specific questions or inquiries relating to your business. 


A good point of contact is essential. You should be easy to contact by email or phone – point of contact should be the primary information on your website about what you can do for your customer (i.e. getting in touch and discussing their project).


Setting up a good point of contact is critical to consumers in any company. It’s essential to answer emails, calls and messages from potential customers.


Having a point of contact is crucial for any business. In addition, knowing which employee should be contacted by whom can help you automate your sales processes.


It also helps identify which customer has the most power in influencing your products or services. 

What Are The Types Of Point Of Contact?



  • Every business provides email addresses to communicate with customers. It’s important to have a solid email point of contact where you can send customer service requests. 


  • You should always have a contact email address for your website and blog posts, especially business-related posts. 


  • You can use your email to respond to questions about your products and services, provide feedback, or provide the latest news.


  • When you send out an email, you are also about to be the point of contact for people dealing with or about to deal with your company.

Social media

  • It’s essential to provide a good point of contact on social media for your business.  Social media is the perfect way to interact with your clients. Social media can be used to create organic buzz for your company.


  • Twitter is an excellent example of this. You have a couple of ways to reach out to people on Twitter (tweets and direct messages) – it’s good to have your communication options in place before starting a conversation on Twitter. 

  • They see all the information and contact you directly by DMs or tweets. You can provide all the information they might need before making a purchase or signing up for an upcoming event.


  • Having a phone point of contact allows you to respond immediately and access your customer service department. 


  • Speaking directly with your users and customers prevents any unpleasant surprises and helps you avoid delays in customer support.


  • Although calling customers is a great way to connect with them, marketing automation can take the pressure of responding to phone calls away from you. 

  • Marketing automation systems allow you to schedule calls with customers, which saves time over calling them one by one.

About the Author

Kemi Olaoshun is a content writer who dabbles in SEO and digital marketing. She considers herself  “a Jackie of all trades” and has her fingers in too many pies.