This has put pressure on businesses to provide a better, more cohesive customer experience, both online and offline. With the rise of an increasing number of digital channels, customers now have more ways to reach out to businesses-and more expectations than ever when it comes to the quality of these interactions. Why is it important to optimize your digital customer journey? Today, customers can make purchases, sign up for services, contact customer support, and more, all online through their mobile devices.įor many businesses, the modern customer journey often involves multiple touchpoints, both online and offline.

Before, customer journeys typically took place over the phone and in-person. This is very similar to the traditional customer journey-the only difference is the types of contact channels they’re using. What is the digital customer journey?Ī digital customer journey is simply the path that your customers take through online channels (like live chat, email, and social media) as they become aware of your business, pay for your products or services, and become (hopefully) long-term customers. As customers increasingly use digital channels like social media and live chat to interact with businesses, it's more important than ever for businesses to have a clear and effective digital customer journey.īut what exactly is a digital customer journey, and how can you build one that both gives your customers a good experience, and also empowers your support and sales teams to do their jobs well? That’s what we’ll cover below.

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