Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Journey Maps Miss the Phone Call Touchpoint
In this episode of Customer Journey with Fexingo, Lucas and Luna explore a touchpoint that's often overlooked in customer journey maps: the phone call. They discuss a recent study showing that 67% of customers who call a support line have already tried three other channels, and how that context is lost in most journey maps. They use the example of a mid-sized software company that discovered their best customers had a specific pattern of calling after a failed self-service attempt, leading to a redesigned IVR menu and a 12% increase in customer retention. The conversation covers how to…
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