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10 Must-Haves for Customer Journey Mapping Tools

by Stacey Santos

Seeing things from your customers’ perspectives is a great way to improve customer service. Get to know their viewpoint, and you’ll be able to grasp their needs better and wants.

Knowing how customers see your products and services offers an idea of how to grow and better serve them. It’s impossible to know how your customers see your company until you put yourself in their shoes.

Customer journey maps can be useful in this case. A strong grasp of your customer’s points of view can help you develop a data-driven customer journey mapping software that can encourage them to engage more deeply with your brand and make more purchases.

This post will talk about ten of the most important features of customer journey mapping tools to help you make good customer journey maps for your business.

Journey Mapping Tools

What Do We Understand By Customer Journey Mapping Tools?

It’s a digital tool that gathers and provides information on the many stages of client journeys that are easy to comprehend. Customers’ paths across your platforms can be tracked with a customer journey mapping tool using the data you have. This can show where additional time and effort can be invested to provide a better customer experience.

The best customer journey mapping solutions are sophisticated, allowing you to coordinate your customer journeys in real time as well as manage your customer journey. Personalizing your customers’ experience as they travel through your site will enable you to give them a unique customer experience.

What Is The Purpose Of Customer Journey Mapping?

A customer journey map is designed to improve the customer experience and direct their engagement or transaction with your service or product by providing what they need at every stage. Experiential mapping is another name for it.

How To Pick A Customer Journey Mapping Tool?

Real-time collaboration

It would help if you had a customer journey mapping solution that allows your team to work together in real-time and be shareable. Allowing users to specify permissions to access journey maps would be a great feature.

Customer journey planning should not be done at the beginning of the year and then forgotten about if you’re serious about improving the customer experience. Assemble your journey map into an ever-evolving resource that any team member can use to better themselves and their work.

Regular training on customer journey mapping can help you and your team grow together. Your customers’ input and involvement will evolve when new products, services, and procedures are introduced. This means that your mapping tool and your team must be able to keep up with any changes.

Integrated data from multiple channels

Best customer journey mapping solutions integrate offline and online data sources to represent that your consumers will veer between both during most customer journeys. Some customers will favor one over the other based on their tastes and demographics. This ensures that your journey mapping is as precise as possible by reflecting the complete picture.

It’s vital to remember that your customer’s data isn’t just going to come from the channels you control or surveys you send out. The information you acquire on customer behavior—operational and contextual information—and third-party media will also reflect your consumer feedback.

User-friendly customer journey maps

Getting senior buy-in is easier if your customer journey maps match your brand colors and are simple to grasp. Use a technology that doesn’t need excessive time and effort to create customer journey maps. You, as a company, want your employees to be a part of the process. Your customers will appreciate it if you provide a visual representation of their journey that they can readily comprehend.

Branding will also help because it will provide a sense of familiarity, which will help you gain new customers. Getting the appearance and feel of a project right can go a long way toward increasing support for it across the organization.

Action trackers

You should be able to assign tasks and track progress in your customer journey mapping tools once you’ve discovered pain areas and come up with solutions. Teams from throughout the company should be able to work together on a single platform to develop a clear vision and improve the customer experience.

If you don’t act on the information you acquire from your route map, it’s nothing more than a piece of paper. Here, customer journey mapping’s actual usefulness becomes obvious.

To save time and effort, a good journey mapping application will be able to automate these tasks. If you can automate your consumer insights, you should also automate your actions.

Simple design functionality

Creating a customer journey map doesn’t necessitate coding knowledge, so any tool you choose should be simple. On the other hand, you shouldn’t be forced to use a rigid customer journey map template that doesn’t match your customers’ actual travels.

Having a visual representation of a customer journey that is both basic and clear is a great asset. Easy-to-parse user interfaces help decision-makers make better decisions.

Sharing functionality

A customer journey map is useless if only you can see it, so as many stakeholders as you need can access your maps fast and simply with the right customer journey mapping tools. A company’s whole marketing, sales, customer service, and product teams should be invested in the customer experience.

Knowing how customers engage with the brand across the customer journey can your teams ensure that the experience will fulfill the customers’  wants and expectations. It would help if you empowered your organization from top to bottom to make this happen. Customer journey mapping is collaborative, so make sure your application can handle numerous inputs.

Fast and easy editing

It is impossible to keep your customer journey mapping tools stagnant in the face of ever-evolving buyer habits and shifting needs. When new products, services, or procedures are introduced, or customers’ habits change, you need the flexibility to update your path maps swiftly.

If you keep up with the client’s journey, your activities will be as successful as possible. Your mapping tool should allow you to make real-time changes to the client’s journey.

Integration with other software and data sources

An excellent customer journey mapping tool can incorporate customer sentiment into your journey maps. These tools typically interface with your existing data sources. Using data to guide your customer journey mapping removes any semblance of guesswork from the process.

Decisions based on data are considerably easier to trace and defend. To understand your customers, you need to look at what they do and how they interact with your products and services, not just what you think they do.

It is excellent if the software you use to plan customer journeys can also be integrated with other tools you use to manage action and guide your team. The best journey mapping software will include all the features you need in one location, so you don’t have to use several tools to map your customers’ experiences.

Limitless journeys and personas

You’ll want to construct many journey maps once you get the hang of it. The number of customer personas you can use in your customer journey mapping tool should not be restricted. It will help if you familiarise yourself with changes in your customers’ needs as rapidly as possible.

Don’t let the limitations of modern technology impede your progress. Your business’s size, location, and industry will all impact the customer journey maps you design.

Customer personas

Customer personas can also be created using some of the best customer journey mapping technologies. Even if you can’t make new personalities, at the very least, you should be able to import old ones.

Although there is no one-size-fits-all customer journey, there are groups of people who take similar routes. You can see how the customer experience differs for different groups of customers by using segmentation (breaking clients up into personas). Ultimately, consumer personas will allow you to customize your mapping process even more.


Customer journey maps can be shaped in various ways; therefore, you must choose a technique before beginning.

Are you looking for a tool that makes creating a visual representation of your journey easier? Or are there CEM technologies integrating several channels and places of contact? Or perhaps you’re searching for a way to work with others? If you want to provide a positive customer experience and keep your consumers coming back, you need to get started immediately.

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