Support Experience Mapper
Configure the customer case details to begin mapping the journey.
Case Details
Account Name
Contact Name
Contact Role
Case Number
Start Time
End Time
Survey Data
NPS (-100 to 100)
CSAT (1 to 5)
CES (1 to 7)
Customer Comment
Restore Backup
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CX Journey Infographic
Backup Data
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Account Name
Contact:
Case #:
Timeline:
NPS
-
CSAT
-
CES
-
"
"
Log Journey Event
Journey Phase
1. Intake & Triage
2. Investigation
3. Action & Escalation
4. Resolution & Follow-up
Event Type
Call
Chat
Email
Swarm
Escalation
Resolution
Exact Time
Event Title
Cust. Sentiment
😐 Neutral
😃 Positive
😡 Frustrated
Agent Sentiment
😐 Neutral
😎 Confident
😫 Blocked
Add Event Details
Customer
Support
Dev
IT
Product Manager
Validation
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