True or false? You should only include four stages in your customer journey map.

Fill in the blank: Companies use customer journey maps to build _______ for their customers.

confidence empathy products roadmaps The correct answer is: empathy.

An example of a customer using self-service is when they:

live chat with an employee Search for their inquiry and finds an article Search for their inquiry and ends up calling the company emails with an employee The correct answer is: Search for their inquiry and finds an article.

What is channel switching?

Switching between responding to a customer and leaving a comment on the customer’s record in conversations. Another name for customer portal. Going from live chat to Facebook Messenger to email on a single thread. Switching from using conversations on desktop to using conversations on your mobile device. The correct answer is: Switching between responding to […]