Map customer support touchpoints and identify automation opportunities. Visualize the complete customer experience, discover pain points, and prioritize improvements across all interaction stages.
Include all significant customer interactions, typically 8-15 touchpoints. Focus on moments that matter most to customer experience and business outcomes.
Look for repetitive tasks, information requests, simple decisions, and scalable interactions. High-volume, low-complexity touchpoints are often best for automation.
Critical touchpoints significantly impact customer decisions, satisfaction, or business outcomes. These include first impressions, purchase decisions, and problem resolution moments.