Reviews for customer journey mapping software services and analysis of user reviews about your competitors

The replay is very clunky, the videos often skip and don’t really show you a great deal of detail which can be very frustrating.

The support team at sessioncam were not very helpful during my experience….

I decided to use sessioncam for customer recovery, which meant they would send data to us, however when this process failed I put in a support ticket with them and it took 8 months and many complaints to resolve a simple issue.

The end result has been ending our contract and moving to contentsquare.

Real review to a real customer journey mapping software service

Miro does not follow well-known WYSIWYG architecture, making it very difficult to use and difficult to learn how to use it.

Miro does not integrate well with SharePoint. Our charts are saved in Miro when they should be in our corporate content storage (which is SharePoint/OneDrive-based), and making use of the standard access control and RBAC sharing rules we have in SharePoint.

There is no easy way to audit and manage inappropriate access controls in Miro.

Miro does not enable us to save our boards/diagrams in an open and revisable format, such as the vsdx file format. You could only save your diagrams in final forms, such as PNG, or PDF.

Even the export of mind maps as CSV is not working correctly. This means that the more you draw, the more you are beholden to Miro.

If you ever need to move your drawings elsewhere, as you inevitably will eventually, you either have them in a final, non-revisable form that you can never update, or you stay with Miro.

Miro’s customer support is horrible. I can’t take my complains to them

Real review to a real customer journey mapping software service

I am very disappointed with your billing system.

1- I can’t downgrade from enterprise to usual subscription by myself. I have to interrupt my important work, spend time to communicate with your tech support and enterprise managers

2- After all the struggles with the enterprise manager I see that we have annual billing but I don’t need that and what I see? I can switch to the monthly payment in 1 year November 2024, what?

We have different number of users every month and I don’t need fixed number of licenses

3- Each time I want to send a request to support I am blocked by questions in the application: data of the last payment, the sum of payment, number of the credit card

All this looks like you don’t want to make UX easy for the Client everything is built just to take more money and make it complicated to reduce expenses on your product

Real review to a real customer journey mapping software service

The tool is very slow. Some internal Clevertap events can sometimes only be used under specific charts like Push impressions event is only available in Events chart and not in trends chart.

It is IMPOSSIBLE to edit a saved chart or review if the chart was created correctly. The only way to save a chart is to create a dashboard and you cannot edit it at all except for the date range.

This is a basic need and every tool should have it. Amplitude does a fantastic job at this and clevertap should take a few pointers from their playbook.

Real review to a real customer journey mapping software service

It is super clunky and difficult to use. Mappings were a nightmare to setup, and the platform is buggy.

Implementation is really hard and I still have not managed to derive value out of it after 6 months. I feel a little misled by the sales teams who promised the implementation was a piece of cake (and I had stressed on this being important for me).

Real review to a real customer journey mapping software service

Customer journey mapping is a critical tool for businesses looking to enhance customer experience and streamline service delivery. However, not all customer journey mapping software services live up to user expectations.

Based on customer reviews, this article highlights common errors made by providers in this industry and offers precise solutions to help your service excel over competitors.

Overly complex user interfaces

What competitors get wrong: A common complaint among users of competing customer journey mapping software is the complexity of the user interface. Users report that these platforms often feature cluttered dashboards and convoluted navigation that hinder rather than help the mapping process.

How to do it better: To set your software apart, focus on simplicity and user-friendliness. Design an intuitive interface that makes it easy for users to create, view, and edit journey maps.

Employ minimalist design principles that reduce clutter and focus on user flow. Additionally, incorporate interactive tutorials and tooltips to guide new users through the mapping process seamlessly.

Lack of integration with other data systems

What competitors get wrong: Many customer journey mapping tools fail to integrate effectively with other data systems such as CRM software, analytics tools, and marketing automation platforms. This limitation forces users to manually transfer data between systems, leading to inefficiencies and potential errors.

How to do it better: Enhance your software’s capability by ensuring it offers robust integration with a variety of data systems. Utilize APIs that allow for seamless data exchange and aggregation.

This integration capability will empower users to automatically pull in relevant data, providing a more comprehensive view of the customer journey and reducing manual data handling.

Inadequate real-time data capabilities

What competitors get wrong: Competitors often fall short in providing real-time data updates within their journey mapping tools. This lag results in maps that are frequently out of date and not reflective of the current customer experience, diminishing the tool’s effectiveness.

How to do it better: To differentiate your service, incorporate real-time data processing into your software. Ensure that your tool can dynamically update journey maps as new data comes in, offering users an up-to-the-minute accurate view of customer interactions.

This feature will significantly enhance the utility of your software for ongoing journey optimization.

Poor scalability

What competitors get wrong: Customer reviews frequently cite scalability issues with competing software, especially in handling large datasets or supporting enterprise-level user numbers without performance degradation.

How to do it better: Develop your software with scalability in mind. Use cloud-based solutions to ensure that your service can handle large amounts of data and a high number of users without impacting performance.

Additionally, offer different subscription tiers that provide performance guarantees based on the size and needs of the business.

Limited customization options

What competitors get wrong: Another significant criticism is that many journey mapping tools offer limited customization options, forcing businesses to adapt their processes to the tool rather than the tool enhancing their processes.

How to do it better: Your software should boast extensive customization capabilities. Allow users to modify every aspect of their journey maps, from the stages and touchpoints to the metrics displayed and the layout of the maps.

Tailor your tool to meet a variety of industry-specific needs, which will make it more appealing to a broader range of businesses.

Conclusion

By addressing these common pitfalls identified in customer reviews, your customer journey mapping software can rise above the competition. Focus on creating a tool that is intuitive, integrative, real-time, scalable, and highly customizable.

These features will not only meet but exceed the expectations of your users, setting your service apart as a leader in the industry.

Is this what you expect to see at the end of the article? No!

Oh, what a radical approach! Actually using customer feedback to improve your product?

Now that’s just wild. No one else has ever thought to take the bad reviews and, I don’t know, use them to make their product better.

Pure genius!

And let’s talk about making your tool intuitive, integrative, real-time, scalable, and customizable. Because, obviously, every other tool out there was deliberately designed to be confusing, isolated, delayed, limited, and rigid.

You’re really breaking new ground by not doing that!

With these revolutionary ideas, your customer journey mapping software is just destined to leapfrog over the competition and crown itself king. Because clearly, thinking about what users actually want from a tool is the sort of innovative thinking that will set you apart as a leader.

Watch out, tech world, there’s a new innovator in town, and they’re doing something unheard of: listening to their customers!

Conclusions?

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