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Being in contact with your company, a customer has various touchpoints (Customer Journeys) with it and each one does add to the whole Customer Experience. These touchpoints are being analysed and then an adequate (service) design solution is developed to improve the Customer Experience of the users sustainably.
Smaply is a software tool for analysing and planning customer experiences with a product, a service or a brand.
Companies use Smaply to develop customer-centric products and services in their innovation process and thus sustainably optimize customer experience. How does the customer perceive the website, the social media presence, the payment arrangements, the contact with employees? With Smaply, enterprises can visualize the customer journey step by step and identify weaknesses and opportunities of the value proposition.
Personas are created based on the wishes, desires and expectations of customers, and their customer journey is illustrated in a journey map. Each touchpoint can be illustrated with descriptions, pictures, the visualization of communication channels, customer satisfaction and experience importance scores, backstage processes, and much more. In addition, the software tools enables to visualise and analyse stakeholder maps, and hence all relevant relationships of an enterprise with its customers and other stakeholders. Findings obtained provide insights and possible ideas for the improvement of the value proposition.
The tool enables multiple users to collaborate, create high-quality exports and presentations, and invite others to give feedback on the maps.
Smaply is available starting from 25 Euros per month. A 14-day free trial is available on the website. The Smaply Blog offers content on Experience Innovation, from an introduction to the methods to the organization-wide management of customer journeys.