{"id":35037,"date":"2020-11-23T00:00:00","date_gmt":"2020-11-23T08:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/is-your-business-projecting-unprofessionalism\/"},"modified":"2025-03-13T06:22:27","modified_gmt":"2025-03-13T13:22:27","slug":"customer-journey-map","status":"publish","type":"post","link":"\/us\/en\/blog\/customer-journey-map\/","title":{"rendered":"What is a customer journey map &#038; how can you use it?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Providing good customer support these days takes more than just offering products. It takes even more than answering queries and collecting feedback. More and more, customers are expecting personalized experiences with brands. And they want those experiences to be seamless across multiple touchpoints.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It&#8217;s not enough to guess what your customers want, either. You need to get into their heads in order to understand how they interact with your business. Customer journey mapping is a vital aspect of succeeding with your customer engagement and boosting customer satisfaction.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Customer journey mapping might seem like a lot of effort, but the results speak volumes. It\u2019s been found to increase marketing ROI by <\/span><span style=\"font-weight: 400;\">54%<\/span><span style=\"font-weight: 400;\">\u00a0<em>and<\/em> upsell revenue by <\/span><span style=\"font-weight: 400;\">56%<\/span><span style=\"font-weight: 400;\">.<sup>1<\/sup> And these are statistics you can&#8217;t ignore if you want your business to succeed (while being efficient about it).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So what does this \u201ccustomer journey\u201d concept mean and how does it affect your business?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Keep reading to learn about:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><a href=\"#what\"><span style=\"font-weight: 400;\">What is the &#8220;customer journey?&#8221;<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#whatis\"><span style=\"font-weight: 400;\">What is a customer journey map?\u00a0<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#why\"><span style=\"font-weight: 400;\">Why is customer journey mapping so important?\u00a0<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#how\"><span style=\"font-weight: 400;\">How can I create an effective journey map?<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><a href=\"#enable\"><span style=\"font-weight: 400;\">How does customer journey mapping enable omnichannel marketing and customer service?\u00a0<\/span><\/a><\/li>\n<\/ul>\n<hr \/>\n<p><span style=\"font-weight: 400;\">Want to create your own customer journey map? D<\/span><span style=\"font-weight: 400;\">ownload the free template<\/span><span style=\"font-weight: 400;\"> to help you get started:<\/span><\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/blog\/Customer_Journey_Map_Template.xlsx\" data-id=\"69d112c2479f8\" id=\"69d112c2479f8\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d112c2479f8.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\uddfa\ufe0f  Grab the free template<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udccd Start building your customer journey map now. <\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div><input type=\"hidden\" name=\"Asset_ID__c\" value=\"ODAM-01756\" class=\"download-form-input\"><\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d112c2479f8.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy! <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p>\n<hr \/>\n<h2><span style=\"font-weight: 400;\"><a id=\"what\"><\/a><br \/>\nWhat is the &#8220;customer journey?&#8221;<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">A customer journey is the story of how somebody interacts with your business. Getting to grips with customer journeys is about understanding your users. It&#8217;s looking into how they behave while they interact with your business. And in which ways they are most likely to engage with your brand.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Once you understand this, the next step is to identify what you can do to improve their experience, so they keep coming back. This is where customer journey mapping comes in. If you can map out the rough stages of your customer journey, then you can dig into what your customers are looking for and how you can solve their pain points at each stage:<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone size-large wp-image-43518\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/09\/customer-journey-map-example-1024x379.png\" alt=\"customer journey map example\" width=\"1024\" height=\"379\" \/><\/p>\n<h3><span style=\"font-weight: 400;\">What is customer journey mapping?<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Customer journey mapping is an exercise that should be considered by all businesses. It involves visually outlining the process a potential customer goes through. It tracks their journey from the first time they interact with you to their becoming a customer (hopefully).\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That might be something as simple as signing up for a free trial. Or it could be as involved as making an extravagant purchase. The possibilities for journey mapping are endless.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\"><a id=\"whatis\"><\/a><br \/>\nOkay, what exactly is a customer journey map?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">The best way to visualize how a customer interacts with a business is by mapping it. Most customer journey maps start as spreadsheets outlining key events and customer motivations. It&#8217;s important to also identify any areas of friction within the user&#8217;s experience.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This information is then combined into a comprehensive visual. That visual representation can describe an average user experience with your business.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Journey maps are a rough outline of the possible directions a customer might take. Every person is different, so it&#8217;s not possible to predict the exact steps they might take to convert.\u00a0 However, customer journey mapping can help you understand so much about the customer, including the customer\u2019s needs and expectations of your brand.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It can tell the story of your customers\u2019 experiences across all touchpoints. It can help with understanding their thought processes, behaviors, and needs. It can also help to identify their pain points. Arming yourself with this information will prevent anyone from slipping through the cracks.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Customer journey maps can help you make fundamental improvements to your business by:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Helping you get to know your target audience<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Creating an inbound-first marketing model<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Adopting a <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-centric-strategy\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">customer-centric strategy<\/span><\/a><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">However, before you can start creating a customer journey map, you need to collect data. The process of creating an effective customer journey map is extensive, but valuable.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Customer journey maps give businesses a way of getting into a customer\u2019s shoes. It helps to gain valuable insight and understanding regarding common customer pain points. They also aid in building empathy for customers. This can help brands understand what buyers want and how they feel:<\/span><\/p>\n<p><a href=\"https:\/\/conceptdraw.com\/a2422c4\/preview\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"alignnone size-full wp-image-45351\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2010\/04\/building-a-customer-journey-map.png\" alt=\"building a customer journey map\" width=\"640\" height=\"348\" \/><\/a><\/p>\n<h2><span style=\"font-weight: 400;\"><a id=\"why\"><\/a><br \/>\nWhy is customer journey mapping important?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Customer journey maps will help you to run your business better. Rather than just guessing what your customer needs, you\u2019ll <em>know<\/em> what they need. And, most importantly, you&#8217;ll also know how to give it to them.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A customer journey map breaks down their whole relationship with your business into individual phases. It allows you to visualize the many small decisions your customers make along the way.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can then narrow your focus and deliver the right resources at the right time. This helps you convert prospects into customers more quickly and reduces the chances of you neglecting prospects or customers who need your help.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Only by understanding the entire customer journey, can you really know how to structure these touchpoints in the best way for your customers.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If this sounds intimidating or overwhelming, there are actually tools that can make this easier on you. For example, RingCentral&#8217;s <\/span><a href=\"https:\/\/www.ringcentral.com\/digital-customer-engagement.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Engage Digital platform<\/span><\/a><span style=\"font-weight: 400;\"> is designed to help you keep track of your customers&#8217; journeys with your company. Here&#8217;s a quick look at how it works:<\/span><\/p>\n<div class=\"rc_custom_video\"><a class=\"rc_custom_video__link\" href=\"https:\/\/www.youtu.be\/PZC3o5YN90E\">\n\t\t            <picture><source srcset=\"https:\/\/i.ytimg.com\/vi_webp\/PZC3o5YN90E\/maxresdefault.webp\" type=\"image\/webp\"><img decoding=\"async\" class=\"rc_custom_video__media\" src=\"https:\/\/i.ytimg.com\/vi\/PZC3o5YN90E\/maxresdefault.jpg\" alt=\"\">\n\t\t            <\/picture>\n\t\t        <\/a><br \/>\n\t\t        <button class=\"rc_custom_video__button\" aria-label=\"Play video\"><svg width=\"68\" height=\"48\" viewBox=\"0 0 68 48\"><path class=\"rc_custom_video__button-shape\" d=\"M66.52,7.74c-0.78-2.93-2.49-5.41-5.42-6.19C55.79,.13,34,0,34,0S12.21,.13,6.9,1.55 C3.97,2.33,2.27,4.81,1.48,7.74C0.06,13.05,0,24,0,24s0.06,10.95,1.48,16.26c0.78,2.93,2.49,5.41,5.42,6.19 C12.21,47.87,34,48,34,48s21.79-0.13,27.1-1.55c2.93-0.78,4.64-3.26,5.42-6.19C67.94,34.95,68,24,68,24S67.94,13.05,66.52,7.74z\"><\/path><path class=\"rc_custom_video__button-icon\" d=\"M 45,24 27,14 27,34\"><\/path><\/svg><br \/>\n\t\t        <\/button>\n\t\t    <\/div>\n<p><span style=\"font-weight: 400;\"> It can log their interactions with you over every channel, from social media platforms to email to phone calls. Not only that, it also consolidates your conversations with any given person from all these channels. So, if someone messages you on Facebook and has also called you <em>and <\/em>emailed you <em>and <\/em>Tweeted you in the past, you&#8217;d be able to see that whole history in one place:<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-44859\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/03\/engage-digital-all-sources-conversations.png\" alt=\"engage digital all sources conversations\" width=\"900\" height=\"456\" \/><\/p>\n<h3><span style=\"font-weight: 400;\">Customer journey mapping examples<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">There are lots of different types of journey mapping, depending on the type of business. Here are just a few types:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\"><a href=\"https:\/\/uxpressia.com\/uploads\/5d24b528fe8a385fae20e835\/big\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Business to business<\/span><\/a><span style=\"font-weight: 400;\"> (B2B) buyer journey maps<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Software as a service (SaaS) buyer journey maps<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Ecommerce experience maps<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">In-store shopping buyer journey maps<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Online learning buyer journey maps<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Multichannel buyer journey map<\/span><\/li>\n<\/ol>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip:\u00a0<\/b><\/div>\n<p>You can download one of our handy free journey map <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-journey-map-templates\/#Examples%20of%20different%20customer%20journey%20map%20types\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">templates<\/span><\/a><span style=\"font-weight: 400;\"> to help you create your own custom journey map. These will help you speed up the process a bit since you&#8217;re not starting from scratch.<\/span><\/p>\n<\/div>\n<h2><span style=\"font-weight: 400;\"><a id=\"how\"><\/a><br \/>\nHow to create an effective journey map<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Customer journeys aren&#8217;t always linear. Buyers often take a back and forth, cyclical, multi-channel journey. The mapping can be hard to visualize.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For this reason, there are a variety of ways of representing the journey. From post-it notes on a boardroom wall, to Excel spreadsheets, to infographics. The most important thing is that the map makes sense to those who&#8217;ll be using it:<\/span><\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-journey-map-templates\/#Examples%20of%20different%20customer%20journey%20map%20types\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"alignnone size-large wp-image-45352\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2010\/04\/customer-journey-map-template-example-1024x416.png\" alt=\"customer journey map template example\" width=\"1024\" height=\"416\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400;\">You\u2019ll need to look at your objectives. What do you want to accomplish from the journey mapping process, and who is most likely to complete that task? If this is the first customer journey map you\u2019re creating, just focus on one buyer persona for now.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Establish your target persona and some key details about who they are. Having this info clearly visible throughout the process will help you stay focused.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There are also a few elements to focus on in order to create an effective journey map. We will now go into these in more detail.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">1. Work out your overall objectives<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">It&#8217;s all well and good to decide you want to map your customer journey, but do you know <em>why<\/em> you are doing it?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Of course, we can give you many reasons why it&#8217;s something you should be doing for your business. But what are <\/span><i><span style=\"font-weight: 400;\">you<\/span><\/i><span style=\"font-weight: 400;\"> hoping to accomplish by mapping out this customer journey? What are the individual steps and goals you want the customer to complete? This will inform your next steps, like knowing which resources you need to share with the customer at each point.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Start by setting clear goals. Then look at how these will translate into your larger business objectives. Knowing objectives can help you identify potential problems in your current customer journey and decide on the future state of the journey that you want to shoot for.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Get the whole team together for a brainstorming session, and make sure you have a good communication platform that connects your whole team. The RingCentral app, for example, has not only messaging and <a href=\"https:\/\/www.ringcentral.com\/free-conference-call.html\">conference call services<\/a>, but also a <\/span><a href=\"https:\/\/www.ringcentral.com\/office\/phone-system-features.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">phone system that<\/span><\/a> <span style=\"font-weight: 400;\">can connect remote and global teams. With video conferencing capabilities, this is the perfect option for your objectives brainstorming session.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">2. Understand the customer lifecycle<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">The customer lifecycle definitely varies depending on business and industry. But it commonly follows these steps:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Discovering the brand<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Researching the brand and its solutions<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Consideration and comparison<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Making a purchase<\/span><\/li>\n<li>Referring other customers to you (yay!)<\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">If you can prioritize making sure your customer is satisfied from the beginning (before they actually make a purchase), you increase the chances of making this a long-term, valuable relationship for you.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You&#8217;ve probably heard that <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-retention\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer retention<\/a> is super important. And it&#8217;s for a few reasons. Customers who are retained after purchase will continue to show support for your business and be your biggest cheerleaders to their friends and colleagues\u2014it&#8217;s free advertising for you. They may share positive feedback about you online on their own social networks or on review sites. That&#8217;s even more free advertising for your business.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That&#8217;s the benefit of building relationships with customers. So, make sure you\u2019re using the right tools to help you engage with your customers. Support, engage, inspire, and understand your customers with a good customer support tool or <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/what-is-an-omnichannel-cloud-contact-center\/\">omnichannel contact center<\/a>.<\/span><\/p>\n<p>For example, a cloud <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> like the one we mentioned above can help you nurture these relationships with customers (and potential customers), no matter what platform they use\u2014and at any point in the customer lifecycle.<\/p>\n<p><span style=\"font-weight: 400;\">Understanding the phases of the customer journey and what happens at each, sets the framework as you create your customer journey maps. What should happen at each stage? What <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">experience do you want<\/span><\/a><span style=\"font-weight: 400;\"> the customer to have? What experience are they currently having?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And don&#8217;t forge to make it easy for your team to <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/communication-tools\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">communicate and share this information<\/span><\/a><span style=\"font-weight: 400;\">. Knowing your customer reactions and the status of an important account in real time is a significant step in building out your customer journey maps. If a customer is complaining about a new feature\u2014and it turns out other customers have been saying the same thing\u2014is your customer support team able to communicate that to your product team?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/email-alternatives\/\" target=\"_blank\" rel=\"noopener noreferrer\">Beyond email<\/a>, how else is your team able to communicate with each other in real time? (Hint: team messaging, <a href=\"https:\/\/www.ringcentral.com\/video-call.html\">video calls<\/a>, and even a good old-fashioned phone call are all acceptable alternatives depending on the situation.) Make sure you and your team are equipped with an easy way to reach out to each other quickly if something urgent comes up. For instance, having a desktop and mobile app that lets you message, video conference, and <a href=\"https:\/\/www.ringcentral.com\/how-does-a-virtual-phone-call-work.html\">virtual call<\/a> each other\u2014all in one place\u2014might be something to look into:<\/span><\/p>\n<div class=\"rc_custom_video\"><a class=\"rc_custom_video__link\" href=\"https:\/\/www.youtu.be\/9xaL89hYeFs\">\n\t\t            <picture><source srcset=\"https:\/\/i.ytimg.com\/vi_webp\/9xaL89hYeFs\/maxresdefault.webp\" type=\"image\/webp\"><img decoding=\"async\" class=\"rc_custom_video__media\" src=\"https:\/\/i.ytimg.com\/vi\/9xaL89hYeFs\/maxresdefault.jpg\" alt=\"\">\n\t\t            <\/picture>\n\t\t        <\/a><br \/>\n\t\t        <button class=\"rc_custom_video__button\" aria-label=\"Play video\"><svg width=\"68\" height=\"48\" viewBox=\"0 0 68 48\"><path class=\"rc_custom_video__button-shape\" d=\"M66.52,7.74c-0.78-2.93-2.49-5.41-5.42-6.19C55.79,.13,34,0,34,0S12.21,.13,6.9,1.55 C3.97,2.33,2.27,4.81,1.48,7.74C0.06,13.05,0,24,0,24s0.06,10.95,1.48,16.26c0.78,2.93,2.49,5.41,5.42,6.19 C12.21,47.87,34,48,34,48s21.79-0.13,27.1-1.55c2.93-0.78,4.64-3.26,5.42-6.19C67.94,34.95,68,24,68,24S67.94,13.05,66.52,7.74z\"><\/path><path class=\"rc_custom_video__button-icon\" d=\"M 45,24 27,14 27,34\"><\/path><\/svg><br \/>\n\t\t        <\/button>\n\t\t    <\/div>\n<h3><span style=\"font-weight: 400;\">3. Map out touchpoints\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">A touchpoint is any place where your customer engages with your brand. This could be through your website, via email, social media, third-party sites, or over <a href=\"https:\/\/www.ringcentral.com\/what-is-a-voip-phone.html\">VoIP phone<\/a>.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There might be a number of different touchpoints between customers and your brand. Not all of them will be relevant to every customer journey map but all need consideration.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Different touchpoints typically go with different phases of the customer journey. For example, social media interactions are more prevalent during the awareness stage. Customer reviews might not be looked at until the customer is in the consideration phase.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">An important part of mapping touchpoints is making sure that they are all seamlessly connected. A unified communications platform will help to unify all channels of communication, removing the need for multiple tools. RingCentral\u2019s <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/unified-communication-platforms\/\">unified communications as a service<\/a><\/span><span style=\"font-weight: 400;\">\u00a0(UCaaS) solution<\/span><span style=\"font-weight: 400;\"> is a game-changer for staying on top of all your communications throughout the customer journey.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">4. Start to build a customer persona<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Creating customer personas is the very first step in getting to know your customer. It is a fictional representation of your ideal customer, including demographics and psychographics.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Start by outlining all your different types of customers, who they are, and what they might be looking for:<\/span><\/p>\n<p><a href=\"https:\/\/zight.com\/blog\/customer-persona\/\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"alignnone size-large wp-image-45353\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2010\/04\/customer-persona-example-1024x570.png\" alt=\"customer persona example\" width=\"1024\" height=\"570\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400;\">There are many questions that you could ask in order to build a <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/user-persona\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">customer persona<\/span><\/a><span style=\"font-weight: 400;\">. Here are some ideas you could consider:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">What are your customers&#8217; responsibilities?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Where are they located?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">What hobbies, activities, or organizations do they take part in?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Are they the decision-maker for buying your product? If not, how do they connect with the decision-maker?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">What challenges are they facing?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">What solutions have they already tried to solve those challenges? Where did those solutions come up short?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">What are they interested in learning about from you?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">What are the most important factors when they\u2019re deciding to make a purchase?<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">You\u2019ll generate a few customer personas, and you can\u2019t target them all with one customer journey map. Each persona will likely have a different customer journey. Build case studies based on the information you already have, and then expand from there.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">5. Apply the customer journey map examples and understand their pain points<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Each persona will have a different journey depending on a few different metrics, such as:<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Who they are<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Where they are from<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Their budget constraints<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Problems they\u2019re facing<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Solutions they\u2019ve tried<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">You need to identify which persona is relevant to each customer journey map you\u2019re creating.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It&#8217;s important to recognize pain points in the process that might be causing friction. For example, when customers have to take too many actions to achieve their goals:<\/span><\/p>\n<p><a href=\"https:\/\/www.revechat.com\/blog\/customer-pain-points\/\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"alignnone size-large wp-image-45354\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2010\/04\/customer-pain-points-1024x512.png\" alt=\"customer pain points\" width=\"1024\" height=\"512\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400;\"> Reducing the number of steps a customer needs to take can pay off in higher conversion rates.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The customer&#8217;s perspective can&#8217;t be assumed or predicted based on your own internal perspective. A customer journey is very specific to the physical experiences your customers have. Thus, the best way to understand the journeys of your customers is by asking them.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Another idea is to ask your support team members. They interact with customers daily. They respond to problems, answer questions, and collect feedback. Encourage your team to collaborate and share their information. Make team collaboration easier and more personal with HD audio and video using <\/span><a href=\"https:\/\/www.ringcentral.com\/office\/how-it-works.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">RingCentral Office<\/span><\/a><span style=\"font-weight: 400;\">\u00ae<\/span><span style=\"font-weight: 400;\">.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">6. Follow the customer journey map yourself\u00a0<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Your customer service team and your customers should have some decent insights. But nothing beats the first-hand perspective.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Firstly, implement changes to your map based on the information you\u2019ve collected. Then it\u2019s time to follow the map yourself.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Pretend you\u2019re a customer interested in your products or services. Follow the progression of the touchpoints to move through the four life cycle stages.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">At each point, analyze if you feel you have enough information or not. Do you have any questions that haven\u2019t been answered, or do you feel like something is missing? There might still be some gaps that haven\u2019t been identified yet.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It&#8217;s possible that you might find you feel too close to the customer journey to make a call. That is fine. You will just need to ask someone outside your circle to follow the process. Either way, this step is really important to seeing if you have improved processes at all.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\"><a id=\"enable\"><\/a><br \/>\nHow does customer journey mapping enable omnichannel marketing and customer service?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Today\u2019s consumers want a highly customized and personalized experience. More and more, customers expect companies to know and remember who they are and what they\u2019re looking for. This is true even across multiple customer touchpoints. They want you to be able to pick up a conversation where they left off, without them having to repeat or clarify their needs.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">One of the biggest perks of creating a customer journey map is that it can help you with both your marketing and customer service efforts. (Especially important if you&#8217;re providing omnichannel customer service or running omnichannel marketing campaigns.)<\/span><\/p>\n<p><span style=\"font-weight: 400;\">How does customer journey mapping play a crucial role in this process? Well, for marketing, it allows marketers to target one prospect across multiple touchpoints. For example, a customer who browses a product on a website can be targeted with a social media ad later on.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">On the other hand, a customer experience department may also have a dedicated team to monitor VIP customers. They can spot pain points before they arise, and maintain a strong relationship. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Pro-tip: For more complicated or VIP customer accounts, it might be a good idea to have a team group chat that <\/span><span style=\"font-weight: 400;\">keeps everyone who&#8217;s responsible for that account up to date on how that customer is doing.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you&#8217;re doing omnichannel marketing, it makes sense to back it up with omnichannel customer service. As we mentioned above, this is where the customer can receive customer support across any channel, like email, live chat, and social media<\/span><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Regardless of whether you&#8217;re trying to improve your marketing or customer service (or both), customer journey mapping\u2014and using the right <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/best-customer-service-software\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service software<\/a> can help you better understand the <\/span><span style=\"font-weight: 400;\">customer experience<\/span><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">So what\u2019s next as you build out your customer journey map?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Once you&#8217;ve mapped the different scenarios and built personas, you&#8217;re making great progress!\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But mapping out the customer journey is just the first step. Once you create your map, you need to apply it to your individual situation. It should fit with your business model, content, and deliverables. That way, you can create a better customer experience for your audience.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can then make valuable use of the knowledge and insights you\u2019ve amassed from your customer journey maps. Apply them to crafting engaging marketing campaigns, high-converting landing pages, and more.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Customer journey maps require consistent reflection and revision. Come back to your customer journey map every few months to see if it\u2019s still relevant.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Grow your customer journey maps and make them more detailed over time. That way, you will keep building stronger connections with your audience.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<p><sup>1, 2<\/sup>salesdriver.io\/2019\/09\/27\/7-power-stats-on-why-the-customer-journey-matters-in-2019<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Providing good customer support these days takes more than just offering products. It takes even more than answering queries and collecting feedback. More and more, customers are expecting personalized experiences with brands. And they want those experiences to be seamless across multiple touchpoints. It&#8217;s not enough to guess what your customers want, either. You need &#8230;<\/p>\n","protected":false},"author":29,"featured_media":45032,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901],"tags":[18026,18032,18740,18739],"class_list":["post-35037","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","tag-customer-journey","tag-customer-journey-map","tag-customer-journey-maps","tag-customer-journeys"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>What is a customer journey map &amp; how can you use it? | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Providing good customer support these days takes more than just offering products. It takes even more than answering queries and collecting feedback. More\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-journey-map\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What is a customer journey map &amp; how can you use it?\" \/>\n<meta property=\"og:description\" content=\"Providing good customer support these days takes more than just offering products. It takes even more than answering queries and collecting feedback. More\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-journey-map\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2020-11-23T08:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-13T13:22:27+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/long-term-remote-work.png\" \/>\n\t<meta property=\"og:image:width\" content=\"930\" \/>\n\t<meta property=\"og:image:height\" content=\"700\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"RingCentral Team\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"RingCentral Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"15 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-journey-map\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/customer-journey-map\/\"},\"author\":{\"name\":\"RingCentral Team\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358\"},\"headline\":\"What is a customer journey map &#038; how can you use it?\",\"datePublished\":\"2020-11-23T08:00:00+00:00\",\"dateModified\":\"2025-03-13T13:22:27+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/customer-journey-map\/\"},\"wordCount\":3075,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-journey-map\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/long-term-remote-work.png\",\"keywords\":[\"customer journey\",\"customer journey map\",\"customer journey maps\",\"customer journeys\"],\"articleSection\":[\"Business &amp; leadership\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/customer-journey-map\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-journey-map\/\",\"name\":\"What is a customer journey map & how can you use it? | RingCentral Blog\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-journey-map\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-journey-map\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/long-term-remote-work.png\",\"datePublished\":\"2020-11-23T08:00:00+00:00\",\"dateModified\":\"2025-03-13T13:22:27+00:00\",\"description\":\"Providing good customer support these days takes more than just offering products. It takes even more than answering queries and collecting feedback. More\",\"breadcrumb\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-journey-map\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-journey-map\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-journey-map\/#primaryimage\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/long-term-remote-work.png\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/long-term-remote-work.png\",\"width\":930,\"height\":700},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-journey-map\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"\/us\/en\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"What is a customer journey map &#038; how can you use it?\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"name\":\"RingCentral Blog\",\"description\":\"Intelligent Communications\",\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\",\"name\":\"RingCentral\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"width\":2048,\"height\":309,\"caption\":\"RingCentral\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/ringcentral\",\"https:\/\/x.com\/ringcentral\",\"https:\/\/www.linkedin.com\/company\/ringcentral\/\",\"https:\/\/www.instagram.com\/ringcentral\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358\",\"name\":\"RingCentral Team\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"caption\":\"RingCentral Team\"},\"sameAs\":[\"https:\/\/www.ringcentral.com\"],\"url\":\"\/us\/en\/blog\/author\/ringcentral-team\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"What is a customer journey map & how can you use it? | RingCentral Blog","description":"Providing good customer support these days takes more than just offering products. It takes even more than answering queries and collecting feedback. More","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-journey-map\/","og_locale":"en_US","og_type":"article","og_title":"What is a customer journey map & how can you use it?","og_description":"Providing good customer support these days takes more than just offering products. It takes even more than answering queries and collecting feedback. More","og_url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-journey-map\/","og_site_name":"RingCentral Blog","article_publisher":"https:\/\/www.facebook.com\/ringcentral","article_published_time":"2020-11-23T08:00:00+00:00","article_modified_time":"2025-03-13T13:22:27+00:00","og_image":[{"width":930,"height":700,"url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/long-term-remote-work.png","type":"image\/png"}],"author":"RingCentral Team","twitter_card":"summary_large_image","twitter_creator":"@ringcentral","twitter_site":"@ringcentral","twitter_misc":{"Written by":"RingCentral Team","Est. reading time":"15 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-journey-map\/#article","isPartOf":{"@id":"\/us\/en\/blog\/customer-journey-map\/"},"author":{"name":"RingCentral Team","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358"},"headline":"What is a customer journey map &#038; how can you use it?","datePublished":"2020-11-23T08:00:00+00:00","dateModified":"2025-03-13T13:22:27+00:00","mainEntityOfPage":{"@id":"\/us\/en\/blog\/customer-journey-map\/"},"wordCount":3075,"publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-journey-map\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/long-term-remote-work.png","keywords":["customer journey","customer journey map","customer journey maps","customer journeys"],"articleSection":["Business &amp; leadership"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"\/us\/en\/blog\/customer-journey-map\/","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-journey-map\/","name":"What is a customer journey map & how can you use it? | RingCentral Blog","isPartOf":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-journey-map\/#primaryimage"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-journey-map\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/long-term-remote-work.png","datePublished":"2020-11-23T08:00:00+00:00","dateModified":"2025-03-13T13:22:27+00:00","description":"Providing good customer support these days takes more than just offering products. It takes even more than answering queries and collecting feedback. More","breadcrumb":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-journey-map\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-journey-map\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-journey-map\/#primaryimage","url":"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/long-term-remote-work.png","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/long-term-remote-work.png","width":930,"height":700},{"@type":"BreadcrumbList","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-journey-map\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"\/us\/en\/blog\/"},{"@type":"ListItem","position":2,"name":"What is a customer journey map &#038; how can you use it?"}]},{"@type":"WebSite","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","name":"RingCentral Blog","description":"Intelligent Communications","publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization","name":"RingCentral","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/","url":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","width":2048,"height":309,"caption":"RingCentral"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/ringcentral","https:\/\/x.com\/ringcentral","https:\/\/www.linkedin.com\/company\/ringcentral\/","https:\/\/www.instagram.com\/ringcentral"]},{"@type":"Person","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358","name":"RingCentral Team","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","caption":"RingCentral Team"},"sameAs":["https:\/\/www.ringcentral.com"],"url":"\/us\/en\/blog\/author\/ringcentral-team\/"}]}},"rc_img_url":"\/us\/en\/blog\/wp-content\/uploads\/2020\/11\/long-term-remote-work.png","rcblog_by_author":"<a href=\"\/us\/en\/blog\/author\/ringcentral-team\/amp\" data-dl-events-click=\"true\" data-dl-element=\"link\"><span class=\"image\"><img src=\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\" alt=\"\" width=\"30\" height=\"30\" layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">RingCentral Team<\/span><\/a>","rc_author_full_name":"RingCentral Team","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2022\/02\/ringcentral-logo-new.png","rc_author_link":"\/us\/en\/blog\/author\/ringcentral-team\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/trending\/business-leadership\/amp\">Business &amp; leadership<\/a>","amp_link":"\/us\/en\/blog\/customer-journey-map\/amp","excerpt_title":"What is a customer journey map &#038; how can you use it?","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/35037","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/users\/29"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=35037"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/35037\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/45032"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=35037"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=35037"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=35037"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}