Viewing a Customer’s Journey

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:

  1. Go to Inbox.
  2. Select the person whose info you want to view.
  3. Click the More Options menu and choose Customer Journey.customer_journey_1.png
  4. 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.Customer_Journey_2.png