Optimize support experiences

Support interactions occur when customers face obstacles in their journey. These moments of friction present opportunities to transform negative experiences into positive ones. Effective support optimization reduces future issues while resolving current problems.

Map common support requests to journey stages to identify pattern issues. High-volume inquiries often indicate unclear processes or missing information. Address these systematically through improved self-service resources, clearer instructions, or process simplification.

Proactive support prevents issues before customers need help. Design support experiences that maintain journey momentum. Quick resolution paths, contextual help, and clear escalation procedures keep customers moving forward. Measure support effectiveness through resolution time and customer effort scores. Use insights to continuously refine both support processes and the main journey.