Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
How Journey Maps Miss the Customer Service Chatbot Handoff
Episode 151 of Customer Journey with Fexingo dives into a touchpoint that almost every journey map overlooks: the handoff from a customer service chatbot to a human agent. Lucas and Luna unpack a 2025 study showing that 78% of consumers have had to repeat information when transitioning from bot to human, and how that friction is silently eroding satisfaction. They explore why the handoff is a critical moment of emotional vulnerability, how to design a smooth transition with clear triggers and context preservation, and why journey maps often treat it as a single step instead of a multi-stage…
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