How to identify your customer touchpoints?

A customer touchpoint is any moment a contact interacts with your business, from visiting your website to opening an email or engaging on social media. Identifying your touchpoints in Zoho Marketing Automation helps you understand the full path a contact takes before they convert.

What touchpoints look like

• Visiting a webpage or landing page.
• Submitting a signup form or pop-up.
• Opening or clicking a marketing email.
• Engaging with a social media post or ad.
• Speaking with sales or support.

How to identify your touchpoints

1. List every channel you currently use to reach contacts: website, email, social, events and so on.
2. Check the lead source recorded against your contacts to see which channels are actually generating leads.
3. Review form, pop-up and landing page reports to see engagement at each stage.
4. Look at journey activity to see how contacts move between touchpoints on their way to a goal.

Using this information

Once you know your main touchpoints, you can prioritise the ones producing the best contacts, tidy up or remove ones that underperform, and design journeys that reflect how people actually move through your funnel.

Frequently asked questions

What counts as a touchpoint?

Any point where a contact interacts with your brand, such as a website visit, form submission, email open, social post or event.

Why does mapping touchpoints matter?

It shows you where contacts come from and where they drop off, so you can improve the channels that matter most.

Where does Zoho Marketing Automation record touchpoints?

Through lead sources, form and pop-up reports, and journey activity, which together show how a contact reached and moved through your funnel.

Need help?

Need help mapping your customer touchpoints in Zoho Marketing Automation? Contact support@thoughtlogik.com or see our Zoho implementation services.