kontaktkohti

Kontaktkohti is a term used in Finnish and Nordic public service and customer experience contexts to describe points of contact between a user and an organization. They are the entry points through which a user can obtain information, request services, or receive assistance.

Kontaktkohti can be physical locations such as service desks or kiosks, as well as digital channels like websites, mobile apps, email, chat, and telephone lines. A well-designed set of kontaktkohti provides a consistent, accessible, and timely support experience across channels.

Design and management of kontaktkohti involve mapping user journeys to identify critical contact points, setting service level expectations, and ensuring accessibility for diverse users. Key considerations include clear descriptions of available services, language options, privacy and security, and integration with customer relationship management systems to maintain a cohesive experience.

Performance and governance are essential for kontaktkohti. Metrics typically include availability, response and resolution times, user satisfaction, and channel usage. Clear ownership, governance, and cross-department collaboration help keep information up to date, avoid fragmentation, and support ongoing service improvement.

In practice, public services use kontaktkohti to provide information on benefits, registrations, or appointments; healthcare organizations use them to direct patients; and companies use them to support customers. The concept highlights the importance of easy-to-find, reliable contact points in delivering user-centered services.