Customer Journey Mapping Tools
Best Customer Journey Mapping Tools include:
What are Customer Journey Mapping Tools?
A critical part of forming a good marketing strategy is understanding where you fit in with your customers. Finding this clarity often requires examining customer behavior and identifying customer needs. Businesses and marketing teams use customer journey analytics tools to help generate the insights and data points necessary to develop a visual model called a customer journey map.
A customer journey map is an essential analytical tool for viewing customer interactions and trends over time. It is a research-based visual representation of the series of touchpoints that customers experience with your business. In some cases, these touchpoints might already be mapped out in the form of a customer feedback loop or survey. However, when you want to see how each interaction affects other interactions at every stage, it's important to have an accurate picture of the customer journey experience.
Companies use customer journey mapping tools to map out dynamic visualizations that examine the entire customer journey. These tools help identify customers’ pain points, where they are in their buying process--and where they should be. They make it possible to explore what customers think, feel, see, and hear as well as asking "What if?" questions about possible responses. This visual representation can provide insight into behavior trends and help teams create better, more customer-centric marketing strategies.
Customer journey maps can also be used for predictive and benchmarking purposes. They can help create a common understanding of how every customer should be treated across all channels of the company. Marketing teams can collaborate and identify where and how to improve the overall customer journey.
Customer Journey Mapping Tools Features
Most customer journey mapping tools will offer the following features:
Integrations with third-party systems
Service intelligence dashboard
Surveys and feedback
UX/UI guideline tools
Customer Journey Mapping Tools Comparison
There are many customer journey mapping tools to consider. When shopping for solutions, you’ll want to consider how easy it is to create and edit your maps. Tools should offer easy to understand design and sharing functionality.
Other key considerations include integration needs and any limitations of the tool. For example, will you need omnichannel data integration? And will you feel restricted if the product limits how many journeys and customer personas you can create?
Cost can vary widely. Some vendors offer free starter plans or free trials, while others do not provide public pricing info. Paid plans range from $20/year per user to $500/month per feature. Most companies offer premium custom pricing plans.
Totango is a customer success platform that is designed to help recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. According to the vendor,…
Adobe XD is a prototyping and UX/UI option for website and mobile application design, featuring a range of UI tools and and templates, a versatile artboard and contextual layer panels, and deep integration with Adobe's creative suite of products for fast import of objects from these…
CXDeployer is a cloud-based solution from the company in Bangalore, that helps design professionals to deploy, and transform the customer experience by creating, sharing and presenting the persona map, empathy map, business model canvas, customer journey map, ideation and manage…
The Smaply app enables teams to digitize, centralize and standardize their customer experience insights. Teams can together work on journey maps, personas and stakeholder maps, collect feedback from others, and create professional exports. Its training program helps teams to understand…