What are the most popular customer journey mapping tools?

1 Why use customer journey mapping tools?

Customer journey mapping tools are software applications that help you create and edit customer journey maps in a digital format. They usually offer features such as templates, drag-and-drop elements, icons, colors, annotations, collaboration, feedback, and analytics. Customer journey mapping tools can help you save time, increase consistency, enhance creativity, and foster collaboration among your customer service team and other stakeholders. They can also help you integrate your maps with other data sources and systems, such as CRM, surveys, or analytics.

2 What are the types of customer journey mapping tools?

Customer journey mapping tools can be classified into three main types: dedicated, general, and hybrid. Dedicated tools are designed specifically for customer journey mapping and offer the most specialized and advanced features. General tools are not focused on customer journey mapping, but can be used for other purposes such as brainstorming, diagramming, or project management. Hybrid tools are somewhere in between, offering some features for customer journey mapping as well as other functions.

3 What are the criteria for choosing customer journey mapping tools?

When selecting the best customer journey mapping tool for your customer service operations, there are several factors to consider, such as your goals, budget, team size, and preferences. You may want to evaluate the tool's ease of use, functionality, collaboration capabilities, integration potential, and pricing options. It is important to assess how intuitive and user-friendly the tool is and how much training or support is necessary to use it. Additionally, consider the features offered and how customizable they are. Furthermore, ask yourself how easy it is to share and work on customer journey maps with other stakeholders and how feedback can be collected and incorporated. Additionally, evaluate how well the tool connects with other data sources and systems used for customer service operations. Last but not least, factor in the cost of the tool and any limitations or benefits of different plans or packages.

4 What are some examples of customer journey mapping tools?

There are many customer journey mapping tools available in the market, each with its own strengths and weaknesses. For example, Smaply, UXPressia, and Custellence are dedicated tools that offer a range of features and templates to create professional-looking maps. Miro, Lucidchart, and Microsoft Visio are general tools that provide a variety of shapes, icons, and connectors for map creation and editing. Canvanizer, Touchpoint, and JourneyMap are hybrid tools that offer features for customer journey mapping as well as other functions such as canvas creation, feedback collection, and analytics.

5 How to get started with customer journey mapping tools?

If you're looking to get started with customer journey mapping tools for your customer service operations, there are a few steps to follow. First, define the objectives and scope of what you're aiming to achieve with customer journey mapping. Identify the target customers and their personas, as well as the stages and touchpoints of their journey. Next, choose the tool that best fits your criteria and budget - it may be worth trying out some free trials or demos first. Then, use the tool's features and templates to create your map, incorporating data and insights from customer research, surveys, interviews, or analytics. Share the map with your team and other stakeholders, inviting them to collaborate and provide feedback. Lastly, review and revise your customer journey map regularly based on new data, feedback, or changes in your customer service operations. Customer journey mapping tools can help you create and manage maps more efficiently and effectively - try out some of the most popular ones today!

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?