What is journey mapping?
Support journey mapping involves looking at all of the possible touchpoints a customer may have with your support team. This could involve self-service, calling into your support team, or exchanging emails from initial request to resolution.
Many touchpoints might have multiple entries.
For example, did they receive an emailed invoice and reply back to it with a question? Or did the customer check their bank account and call the support team directly to confirm?
Mapping out the process step by step can give your team a tool to see where friction is being created, a key first step to improving your customer’s experience.