Definition
A high-touch, white-glove support model where a customer works with a dedicated point of contact rather than a rotating queue of agents.
Business Importance
Concierge support is typically reserved for a client's highest-value accounts, where the retention value of a consistent, familiar relationship outweighs the higher cost per interaction.
Industry Examples
A premium subscriber having one named support contact for every interaction instead of being routed to whichever agent is next in the queue.