What are the most common customer service scenarios mapped out in a customer journey map?

1 Scenario 1: Pre-purchase inquiry

One of the most frequent customer service scenarios is when a potential customer has a question or a doubt about your product or service before making a purchase decision. This is a critical moment to provide accurate, timely, and friendly information that can influence their choice and trust. A customer journey map for this scenario should include the following stages: awareness, consideration, inquiry, response, and purchase. You should identify the touchpoints where the customer can contact you, such as your website, social media, email, phone, or chat, and the channels and tools you use to answer them. You should also map out the emotions, needs, and goals of the customer at each stage, and the pain points and opportunities for improvement.

2 Scenario 2: Post-purchase support

Another common customer service scenario is when a customer needs assistance or guidance after buying your product or service. This is an important opportunity to ensure customer satisfaction, retention, and loyalty. A customer journey map for this scenario should include the following stages: purchase, activation, usage, support, and feedback. You should identify the touchpoints where the customer can access your support resources, such as your knowledge base, FAQs, tutorials, videos, or community forums, and the channels and tools you use to provide personalized help, such as email, phone, chat, or ticketing system. You should also map out the emotions, needs, and goals of the customer at each stage, and the pain points and opportunities for improvement.

3 Scenario 3: Complaint resolution

A third common customer service scenario is when a customer has a problem or a complaint about your product or service that affects their satisfaction or experience. This is a challenging situation that requires empathy, professionalism, and responsiveness. A customer journey map for this scenario should include the following stages: problem, complaint, resolution, follow-up, and recovery. You should identify the touchpoints where the customer can report their issue, such as your website, social media, email, phone, or chat, and the channels and tools you use to resolve it, such as your CRM, ticketing system, or feedback platform. You should also map out the emotions, needs, and goals of the customer at each stage, and the pain points and opportunities for improvement.

4 Scenario 4: Upsell or cross-sell

A fourth common customer service scenario is when you want to offer your customer a more advanced or complementary product or service that can add value to their current solution. This is a strategic opportunity to increase your revenue, customer lifetime value, and loyalty. A customer journey map for this scenario should include the following stages: usage, satisfaction, offer, acceptance, and upgrade. You should identify the touchpoints where you can monitor your customer's usage and satisfaction, such as your analytics, surveys, or reviews, and the channels and tools you use to make your offer, such as email, phone, chat, or personalized recommendations. You should also map out the emotions, needs, and goals of the customer at each stage, and the pain points and opportunities for improvement.

5 Scenario 5: Renewal or cancellation

A fifth common customer service scenario is when your customer's subscription or contract is about to expire or they want to cancel your product or service. This is a crucial moment to retain your customer, reduce churn, and increase loyalty. A customer journey map for this scenario should include the following stages: usage, satisfaction, reminder, renewal, or cancellation. You should identify the touchpoints where you can remind your customer of the value and benefits of your product or service, such as email, phone, chat, or notifications, and the channels and tools you use to process their renewal or cancellation, such as your billing system, CRM, or feedback platform. You should also map out the emotions, needs, and goals of the customer at each stage, and the pain points and opportunities for improvement.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?