Service blueprint of a support request
The same kind of support request as a service blueprint: the customer's rows above the line of interaction, the frontstage between it and the line of visibility, and the backstage and support systems below. Illustrative blueprint, with a phone variant.
Service blueprint of a support request
examples/support-blueprint.json{
"schemaVersion": 1,
"type": "journey",
"title": "Service blueprint of a support request",
"source": "Illustrative blueprint of a software subscription's support",
"width": 960,
"height": 640,
"mobile": {
"width": 380,
"height": 1300
},
"journey": {
"display": "blueprint",
"stages": [
{
"label": "Ask",
"action": "Opens a chat and describes the problem",
"touchpoint": "Chat widget",
"sentiment": -1,
"frontstage": "Greets the customer and asks for the account",
"backstage": "Routes the chat by product and language",
"support": "Chat platform, customer database"
},
{
"label": "Solve",
"action": "Follows the steps",
"touchpoint": "Chat, email",
"sentiment": 1,
"frontstage": "Sends the steps and checks that they worked",
"backstage": "Files a bug when the cause is the product",
"support": "Knowledge base, issue tracker"
},
{
"label": "Close",
"action": "Rates the conversation",
"touchpoint": "Email survey",
"sentiment": 2,
"frontstage": "Thanks the customer and closes the chat",
"backstage": "Tags the conversation, updates the article",
"support": "Survey tool, knowledge base"
}
]
}
}Source: Illustrative blueprint of a software subscription's support
Show chart data
| Stage | Actions | Touchpoints | Sentiment | Frontstage | Backstage | Support |
|---|---|---|---|---|---|---|
| Ask | Opens a chat and describes the problem | Chat widget | -1 | Greets the customer and asks for the account | Routes the chat by product and language | Chat platform, customer database |
| Solve | Follows the steps | Chat, email | +1 | Sends the steps and checks that they worked | Files a bug when the cause is the product | Knowledge base, issue tracker |
| Close | Rates the conversation | Email survey | +2 | Thanks the customer and closes the chat | Tags the conversation, updates the article | Survey tool, knowledge base |