Simplify and improve telecom customer journeys

Smaply helps telecom teams reduce churn and optimize service delivery through customer journey mapping.

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● Customer Journey Management Software

Create consistent telecom experiences

Customer journey mapping helps telecoms improve onboarding, support, and retention.

Uncover support friction

Spot long wait times, unclear communication, or failed resolutions.

Improve digital onboarding

Ensure smooth handovers between departments and reduce friction.

Reduce churn triggers

Visualize key frustration points in billing, outages, or plan changes.

Differentiate by customer type

Use personas for residential, business, or enterprise clients.

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leading brands

Ready to reduce churn and improve telecom CX?

Use Smaply to deliver consistent experiences across channels. Start now or talk to our team.

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Tools for telecom journey mapping

Smaply helps telecom teams align around CX data and deliver better service experiences.

● Visualise your customer journey

Map issue resolution journeys

Track steps from ticket creation to resolution.

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● Visualise your customer journey

Track channel-specific journeys

Compare self-service, app, and phone support paths.

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● Visualise your customer journey

Add metrics to pain points

Link CSAT, churn rate, or call volume data to journey stages.

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● Visualise your customer journey

Enable CX collaboration

Coordinate product, service, and ops teams around shared goals.

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Make your customer experience measurable

Track pain points, KPIs, and progress in one place to drive smarter, data-informed decisions.

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More features that make your life easier

● Map journeys with ease

Fast, flexible journey mapping

Easily create detailed journey maps with stages, touchpoints, emotions, personas, channels, and more - no design skills needed.

● Connect insights to action

Integrated insights

Link pain points, opportunities, and solutions directly on maps. Add context with research data and visualize impact at a glance.

● Tailor journeys by persona

Persona management

Map experiences for different personas and roles. Compare journeys to understand unique needs, expectations, and challenges.

● Monitor performance with data

Metrics & tracking

Bring in data from tools like Google Analytics, Power BI, or Excel. Track KPIs and monitor journey health with visual indicators.

● Work together in real time

Real-time collaboration

Work together across teams with live editing, comments, tags, and filters. Keep everyone aligned and engaged, no matter where they are.

● Organize and scale journeys

Structured portfolio view

Manage multiple journeys, personas, and insights in one place. Navigate from high-level overviews to detailed steps with journey hierarchies.

Take the first step toward better telecom journeys

Improve onboarding, reduce support friction, and build loyalty. Try it free or book a call.

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● From our Blog

June 17, 2025

Visualizing non-linear experiences on a journey map (branching)

Representing the multifaceted nature of user interactions is one of the most persistent challenges in journey mapping. While a journey map by definition illustrates one linear path of an experience, a group of real-world user journeys is rarely so straightforward, often presenting multiple ways to continue depending on user choices or external factors. Effectively visualizing these "branches" is crucial for gaining comprehensive insights and driving data-driven decisions.

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Visualizing non-linear experiences on a journey map (branching)

Journey management for legal teams

Establishing a governance structure for journey management

Simplify and improve telecom customer journeys

Create consistent telecom experiences

Trusted by the world’s
leading brands

Ready to reduce churn and improve telecom CX?

Tools for telecom journey mapping

Map issue resolution journeys

Track channel-specific journeys

Add metrics to pain points

Enable CX collaboration

Make your customer experience measurable

More features that make your life easier

Fast, flexible journey mapping

Integrated insights

Persona management

Metrics & tracking

Real-time collaboration

Structured portfolio view

Take the first step toward better telecom journeys

Visualizing non-linear experiences on a journey map (branching)

Simplify and improve telecom customer journeys

Create consistent telecom experiences

Trusted by the world’s leading brands

Ready to reduce churn and improve telecom CX?

Tools for telecom journey mapping

Map issue resolution journeys

Track channel-specific journeys

Add metrics to pain points

Enable CX collaboration

Make your customer experience measurable

More features that make your life easier

Fast, flexible journey mapping

Integrated insights

Persona management

Metrics & tracking

Real-time collaboration

Structured portfolio view

Take the first step toward better telecom journeys

Visualizing non-linear experiences on a journey map (branching)

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Trusted by the world’s
leading brands