Touchpoints are means of communication between the business and the consumer. They can flow either way: business → customer or customer → business.
A touchpoint is simply a way for either a business representative to contact their customers, or for the customers to reach the business. These generally appear in the form of pop ups on web pages, help chat boxes, or emails. It is equally important to for both sides to be able to make contact with each other, which is further explained here: