Providing exceptional service is made easier with Podium because you have a one-stop shop for tracking customer interactions. Using the customer journey, you’ll be able to track important touchpoints for Webchat, Payments, Feedback, and Reviews.
Attention: Touchpoints in the customer journey are saved for six months only.
| Product | Customer Touchpoint |
|---|---|
| Webchat | • Each web page that a customer visits before starting a Webchat conversation. • When a customer starts a Webchat conversation. • Each web page that a customer visits after starting a Webchat conversation. Note: When you click a Webchat touchpoint, your browser will open the page the customer was visiting. |
| • When you send a payment request to a customer. • When a customer clicks a payment link. • When a customer makes a payment. |
|
| • When you send a customer a Feedback invitation. • When a customer leaves a Feedback response. |
|
| • When you send a customer a review invitation. • When a customer clicks a review invitation. • When a customer leaves a review. |
To view a customer’s journey:
- Go to Inbox.
- Select the person whose info you want to view.
- Click the More Options menu and choose Customer Journey.
- On the right side of the customer journey you can see the date and time when the interaction occurred. You can also click the Show More / Show Less links to hide or display information.
