A customer asks for help
Five stages of a customer who asks for help: actions, touchpoints and thoughts in rows, and a sentiment line from -2 to 2 with every value written beside its dot. The description walks through the stages and the table has a row for each. On a phone every stage is a block of its own. Illustrative journey, with a phone variant.
A customer asks for help
examples/customer-support-journey.json{
"schemaVersion": 1,
"type": "journey",
"title": "A customer asks for help",
"source": "Illustrative journey of a software subscriber",
"width": 900,
"height": 520,
"mobile": {
"width": 380,
"height": 1260
},
"journey": {
"stages": [
{
"label": "Notice the problem",
"action": "Cannot export a report, tries twice",
"touchpoint": "Product",
"thought": "Did I do something wrong?",
"sentiment": -1
},
{
"label": "Look for an answer",
"action": "Searches the help center and the community forum",
"touchpoint": "Help center, forum",
"thought": "These articles are about the old version",
"sentiment": -2
},
{
"label": "Contact support",
"action": "Opens a chat and describes the export error",
"touchpoint": "Chat widget",
"thought": "At least someone answers quickly",
"sentiment": 0
},
{
"label": "Get it solved",
"action": "Follows the steps the agent sends",
"touchpoint": "Chat, email",
"thought": "That was simple once I knew it",
"sentiment": 1
},
{
"label": "Follow up",
"action": "Answers the satisfaction survey",
"touchpoint": "Email",
"thought": "I will recommend the support at least",
"sentiment": 2
}
]
}
}Source: Illustrative journey of a software subscriber
Show chart data
| Stage | Actions | Touchpoints | Thoughts | Sentiment |
|---|---|---|---|---|
| Notice the problem | Cannot export a report, tries twice | Product | Did I do something wrong? | -1 |
| Look for an answer | Searches the help center and the community forum | Help center, forum | These articles are about the old version | -2 |
| Contact support | Opens a chat and describes the export error | Chat widget | At least someone answers quickly | 0 |
| Get it solved | Follows the steps the agent sends | Chat, email | That was simple once I knew it | +1 |
| Follow up | Answers the satisfaction survey | I will recommend the support at least | +2 |