Here is a roadmap of customer management. One of the most helpful parts of using a journey map to manage the customer experience is that it shows you exactly what places you should be measuring how customers are feeling. At each touchpoint, determine what measurements will help to illuminate the current state of the customer experience. When customer service agents are answering a ticket in Freshdesk, they can automatically view the customer’s journey through the self-service portal. Turning on the Customer Journey feature will show the last five solution articles that the customer has read before submitting a ticket. Learn more details from this roadmap, and try to make yours with ease now.