Channels

Channels on a customer journey map refer to the various touchpoints or mediums through which customers interact with a product or service at each stage of their journey.

Some common channels that can be included on a customer journey map are:

• Website: An interaction between customers and a business's website, including browsing, searching, and completing forms
• Social media: An interaction between customers and a business's social media platforms, such as Facebook, Twitter, or Instagram
• Email: An interaction between customers and a business's email campaigns, including newsletters, promotions, or transactional emails
• In-person interactions: An interaction between customers and a business's physical location, such as a store or office
• Phone: An interaction between customers and a business's call center or customer service representatives
• Mobile: An interaction between customers and a business's mobile app or website
• Advertising: An interaction between customers and a business's advertising campaigns, such as online ads or billboards
• Customer support: various support options like in-app help centers, email, phone support, or live chat to assist customers with their queries or issues

By mapping out the customer journey across all these channels, businesses can understand the customer experience better and improve customer satisfaction and loyalty.