A customer journey is defined as the entire experience that a consumer has while communicating with your business. Therefore, as our current business landscape continues to evolve, customer journey mapping processes are now more crucial than ever before.
Recent studies have shown that customer-centric companies are 60% more profitable than companies that aren’t. However, conducting customer journey mapping processes manually can be extremely expensive, time-consuming, and impractical in the long run. Customer journey mapping tools are an extremely efficient and effective method to collect, manage and analyze quantitative and qualitative data about customer experiences and perceptions of your business’s products and services.
Customer journey mapping tools can help your business anticipate and plan various customer touchpoints to improve user experiences. Research indicates that 49% of consumers have left a brand in the past year due to bad customer experiences. Therefore, CCOs must be aware of the various customer journey mapping tools that can help optimize and streamline customer experiences as a whole.
1. Hotjar
Hotjar is a powerful customer journey mapping tool enabling CCOs to gain valuable insight into customer behavior. Hotjar contains various tools such as session recordings, feedback surveys, heatmaps and much more that can clearly understand user experiences and customer journey patterns. Data such as feedback knowledge can help CCOs further understand a customer’s journey while using a specific product and service and can equip your organization to elevate user experiences as a whole by refining business processes.
2. Heap
With exponential technological advancements in recent years, low-code and no-code platforms can now be one of the most valuable assets to any modern organization. Recent studies have shown that approximately 26% of business executives claim that no-code platforms are their most important automation investment.
Heap is a no-code product analytics tool that can help process organizational data about how customers use your product or service as well as extensively track each stage of the customer journey and overall user experience. This can allow CCOs to clearly understand their organization’s customer segmentation and target potential customers more effectively and efficiently.
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3. Gliffy
Gliffy is an extremely user-friendly and collaborative online diagramming platform enabling CCOs to draw out customer journeys and experiences meticulously. Gliffy is equipped with highly accessible, intuitive drag-and-drop technology that can only help users map out customer journeys and easily analyze customer touchpoints and success rates.
Furthermore, these diagrams can facilitate clear feedback processes due to their storage capabilities, enabling modern businesses to easily refer to historical customer data and make relevant changes to customer journey cycles.
4. Clarabridge
Clarabridge is a dynamic feedback analytics tool and customer experience management platform powered by AI automation. It can collect large amounts of brand and business-specific customer feedback from numerous sources and analyze general attitudes towards your business’s products and services. This tool can enable CCOs to significantly improve user journeys by eliminating manual data collection processes and applying conversational analytics to customer communication.
Furthermore, Clarabridge can enable CCOs to understand customer sentiments using mediums such as chat forums and social media platforms which will consequently help improve customer journeys in the long run.
5. Visual Paradigm
Visual Paradigm can offer CCOs a unique and innovative customer journey template and platform that can provide a wide variety of potential options to understand customer feedback and user experiences. This customer journey mapping tool can help streamline various customer experience initiatives using powerful automation technology. Visual Paradigm can enable CCOs to magnify customer journey visualizations to focus on improving individual customer experiences.
Therefore, this can enable your business to substantially improve customer retention rates and facilitate informed and value-driven decision-making processes.
6. Mural
The Mural is a customer journey diagramming tool that focuses on design thinking, integration, and security. This tool can help CCOs understand each stage of the customer journey process, which can help better allocate organizational resources to certain usage stages or individual customers.
Furthermore, Mural can help CCOs implement a user-friendly sticky note feature through its mapping tools, enabling customers to efficiently provide concise feedback on various organizational products, services, and projects. This process can also enable CCOs to bulk-access customer feedback and obtain data-driven insights much faster than ever before.
7. Qualaroo
Qualaroo aims to provide businesses with actionable insights into their products and services using an automated user experience research tool. This can help CCOs easily understand customer journeys using valuable feedback. Qualoroo efficiently and effectively gathers relevant, accurate, and valuable customer insights and perceptions about organizational products, services, and projects.
Due to its various automated systems. Qualaroo can provide users with an advanced targeting feature to initiate a faster and more accurate response database.
8. OmniGraffle
OmniGraffle is a diagramming and digital illustration tool that mainly focuses on mapping customer needs. OmniGraffle can provide CCOs with numerous valuable tools such as wireframe designing, drag-and-drop tools, document scaling, and much more.
This platform enables users to create clear and holistic customer journey maps that can be made accessible to numerous organizational employees. OmniGraffle is extremely user-friendly and enables CCOs to carefully map out customer experiences without utilizing large amounts of time or organizational resources. It can also enable users to create accurate diagrams using pre-made templates, import multimedia, and create comprehensive customer journey maps.
9. UXPressia
UXPressia is an extremely valuable tool for businesses that require intuitive and highly accessible customer journey maps. It can allow CCOs to view the most important customer communication touchpoints, and create brand-specific maps. UXPressia can help facilitate real-time collaborations due to its built-in experience graphs, sticker libraries, and much more.
This tool also offers various courses on how users can build perfect customer journey maps, which highly caters to modern businesses that wish to elevate customer experiences consistently.
10. IBM Journey Designer
IBM Journey Designer employs artificial intelligence and machine learning technology to create customer journey maps faster than ever before. It can offer customizable tools for various aspects of the customer journey mapping process. With its drag-and-drop interface,
IBM Journey Designer can enable CCOs to facilitate instant cross-departmental collaboration and consequently visualize customer journeys over an extended period.
Optimize and Streamline Customer Journey Mapping Processes
As customer expectations continue to evolve faster than ever, your business needs to prioritize optimizing and streamlining customer journey mapping processes. Furthermore, as a CCO, your primary responsibility is to ensure that customers maintain positive and successful relationships with your business.
Therefore, the above-mentioned step-by-step guide can help your business leverage the power of certain customer journey mapping tools to improve user experiences as a whole.
Shivani is a talented CS manager with the skillsets to elicit, scope and manage end-to-end B2B SaaS project delivery. She has a keen interest in depicting her learnings in customer success by writing resourceful blogs and articles.
Published July 15, 2022, Updated August 12, 2024
