20+ Best Customer Journey Mapping Tools for 2025: Top Features And Pricing

In this guide, I’ll walk you through the industry’s best customer journey mapping tools. 

I’ll explain what each does, how it helps you map the customer journey, its pricing, pros and cons, and customer feedback. 

I’ve spent almost 30+ hours researching these tools and have personally used them to ensure you get all the information you need to decide which are the best customer journey mapping tools for you. 

So, let’s get started.

Unlike other customer journey mapping that provides only WhatsApp with no support, TelebuSocial provides up to 10 channels, including WhatsApp. With all the support you need. Start your free trial or schedule a demo.

What are the best customer journey mapping tools? 

Let’s get straight to business.

Understand that customer journey mapping software solutions come in different categories based on what they help you do.

I’ll present each category and the customer journey mapping platforms in that category.

Customer journey analytics tools

Customer journey analytics tools focus on collecting, analysing, and interpreting customer data so that you can visualise customer journeys based on their behaviour. 

Analytics tools give deep insights into customer behaviour by tracking and analysing their interactions at every touchpoint. Using such analysis, you can optimise touchpoints with data-backed decisions.

Some of the customer journey analytics tools are:

• TelebuSocial
• GA4
• Hotjar
• Heap

Let’s review each of them.

1. TelebuSocial

TelebuSocial is an omnichannel business messaging platform that enables companies like yours to engage with customers across multiple communication channels, such as WhatsApp, Facebook Messenger, and Telegram.

Check out the best WhatsApp chatbot providers.

TelebuSocial’s chatbot and analytics tools are vital for understanding and optimising the customer journey. 

The chatbot helps nudge customers at every touchpoint across different stages of the journey, particularly in the awareness and support phases. In that stage, customers often need quick help. 

Check out :

• Best chatbot solutions in the market
• Customer Satisfaction Survey Questions (50+ Customisable Templates)
• How to Enhance Customer Experience in Your Company: 7 Ways According to The Experts

On the analytics side, you can use TelebuSocial to track customer conversation and improve performance. 

TelebuSocial’s analytics helps you make data-driven decisions that enhance customer experience and improve team performance.

With TelebuSocial’s 3rd-party integrations, you can import other business data from different sources and make the best decisions.

If you’re looking for one of the best customer journey mapping solutions for analytics, you must try TelebuSocial.

How much is TelebuSocial?

TelebuSocial has two pricing plans:

• Basic plan for $99 
• Business plan for $179

TelebuSocial also offers customisable plans depending on your business’s scale and required features.

Visit TelebuSocial’s pricing page to learn more about their pricing.

What are the pros and cons of TelebuSocial?

Pros:

• Seamless integration with multiple messaging platforms.
• Customisable chatbot for 24/7 automated customer support.
• Detailed analytics for tracking and improving customer interactions.
• Easy-to-use interface for both users and administrators.

Cons:

• It may require some initial setup time to integrate fully with all channels.

2. Google Analytics 4

Google Analytics 4 (GA4) is the latest version of Google’s analytics platform, designed to help you measure and understand user interactions across websites and apps. 

GA4 is a powerful and one of the best customer journey mapping tools. Its event-based tracking system helps you visualise the customer journey, from their first contact with your business to conversion and post-purchase behaviour. 

With built-in funnel reports, path exploration, and user lifecycle data, you can track user progress at each stage, identify pain points, and optimise touchpoints. 

In addition, GA4’s machine learning capabilities help predict which parts of your customer’s interaction with your business need improvement, ensuring a smoother, more efficient customer experience.

How much is GA4?

Google Analytics 4 is free for standard users. For businesses that need higher data processing capabilities and enterprise-level support, Google offers a paid version called Analytics 360.

What are the pros and cons of GA4?

Pros:

• GA4 provides a unified tracking across your website(s) and app(s) in one place.
• The event-based model provides more insights into customer behaviour.
• GA4 provides machine learning-driven predictive metrics.
• GA4 comes with built-in customer journey visualisation tools.

Cons:

• Using GA4 comes with a steeper learning curve for users
• There’s a limited data transfer from the previous UA (universal analytics) versions.
• Some advanced features, like custom funnels, are only available in the paid Analytics 360 version.

3. Hotjar

Hotjar is a behaviour analytics and user feedback tool that provides visual insights into how users interact with your website.

Hotjar is one of the best customer journey tracking software as it provides a visual, data-driven understanding of how users engage with different stages of your website. 

For example, Hotjar provides heatmaps and session recordings that allow you to track user paths, identify friction points, and optimise content or page elements that might cause drop-offs. 

By analysing this behaviour, you can tailor the customer journey to better meet user needs, enhance the overall experience, and increase conversions.

How much is Hotjar?

Hotjar offers a free plan to enable you to try and explore the product. For $32 per month, you can choose a paid plan with more advanced features. You can also customise a pricing plan based on your requirements. 

What are the pros and cons of GA4?

Pros:

• Hotjar’s heatmaps and session recordings show how and where your users interact on your page.
• You can integrate Hotjar with user feedback tools for qualitative data.
• Hotjar is easy to set up and use with intuitive dashboards.
• If you have a small site on a budget, you can use Hotjar’s free plan.

Cons:

• Hotjar can slow down your website’s page loading times if not optimised properly.
• As your traffic increases, you may pay more

4. Heap

Heap is a digital insights platform that provides powerful analytics by automatically capturing every user interaction on a website or app. 

Heap is one of the best customer journey mapping tools, as it helps you capture and analyse every user interaction with your site or app. 

Take its past data capture, for instance. It allows you to examine user behaviour without pre-defined events, making understanding the customer journey easier. 

Also, Heap’s funnel analysis highlights drop-off points at different stages of your customer’s interaction with your website or app. Another feature, path exploration, helps visualise the routes users take through your platform. 

Features that provide this level of insight can help you refine customer journeys, reduce friction, and boost conversions.

How much is Heap?

Heap offers a free plan for smaller teams or startups and paid customised plans. 

What are the pros and cons of Head?

Pros:

• With Heap, you enjoy automatic event tracking without manual setup.
• Past data capture provides a more comprehensive customer journey analysis.
• Heap is a powerful funnel and path analysis tool.
• Heap’s intuitive, easy-to-use interface with customisable reports makes it easy to use.

Cons:

• Advanced features like segmenting and retroactive analysis can be overwhelming for beginners.
• Pricing may become expensive for businesses with high data volumes.

Customer journey visualisation tools

Customer journey visualisation tools help create visual representations of the customer journey, from initial engagement to post-purchase behaviour. 

Visualisation tools help you and your team collaborate in designing journey maps, wireframes, and flowcharts that outline customer experiences. 

In addition, customer journey visualisation software solutions highlight each touchpoint and let you identify potential pain points or areas for improvement. This makes it easier to strategise and enhance customer experiences.

Some of the customer journey visualisation tools are: 

• Lucidchart
• Miro
• OmniGraffle
• Visual Paradigm
• Microsoft Visio
• FlowMapp
• Mural 
• Figma
• Sketch 
• UXPressia
• Smaply 
• Custellence

Let’s review each of them. 

1. Lucidchart

Lucidchart is a web-based diagramming and visual collaboration tool for creating flowcharts, mind maps, wireframes, and other diagrams. 

Lucidchart is valuable for customer journey mapping because it allows you to visualise every touchpoint in the customer experience. 

With Lucidchart, you can create detailed customer journey maps that include every interaction, from awareness to post-purchase. You can customise these maps to show paths based on user personas or segmented customer data. 

Lucidchart’s real-time collaboration feature also allows cross-functional departments (marketing, sales, product) to work together on the same map, ensuring a unified approach. 

How much is Lucidchart? 

Lucidchart offers a range of pricing plans:

• Free Plan: Limited to 3 active documents and basic features.
• Individual starts at $9 and includes unlimited documents, templates, and basic collaboration features.
• Team ($10 per user) allowing advanced collaboration, revision history, and administrative controls.
• Custom pricing, which gives access to a complete visual collaboration suite.

What are the pros and cons of Lucidchart? 

Pros:

• Intuitive drag-and-drop interface.
• Real-time collaboration across teams.
• Extensive template library for a quick start.
• Seamless integrations with popular tools like Slack and Microsoft Teams.

Cons:

• The free plan has limited functionality.
• Advanced features, such as automation, are only available on higher-tier plans.

2. Miro

Miro is an online collaborative whiteboard platform designed for teamwork and brainstorming. It allows teams to create, collaborate, and centralise their ideas visually.

Miro is highly effective for customer journey mapping because it allows your business to collaboratively visualise and organise the customer experience. 

You can create detailed journey maps that outline customer interactions, emotions, and pain points at each journey stage. Miro is quite flexible, allowing you to iterate quickly and take feedback from different stakeholders. 

Miro’s ability to connect user personas, touchpoints, and timelines into a cohesive visual format enhances understanding and communication around the customer journey.

How much is Miro?

Miro offers several pricing plans to accommodate different user needs:

• Free Plan: Basic features with limited boards.
• Team Plan ($8/user/month): Enhanced collaboration features and unlimited boards.
• Business Plan ($16/user/month): Advanced integrations and management features.
• Enterprise Plan: Custom pricing for large organisations with additional security and support features.

What are the pros and cons of Miro? 

Pros:

• Intuitive interface that fosters creativity and collaboration.
• Real-time editing and commenting capabilities.
• Extensive library of templates and integrations.
• Supports diverse visual representations for brainstorming and planning.

Cons:

• The free plan has limited features and board access.
• It can become overwhelming for new users due to its extensive capabilities.
• Some advanced features are only available in higher-tier plans.

3. OmniGraffle

OmniGraffle is one of the best customer journey mapping tools. It allows you to create detailed and visually appealing journey maps that outline customer interactions at every stage. 

You can customise diagrams to represent user personas, touchpoints, and emotions throughout the customer journey. OmniGraffle’s precision tools enable the creation of structured maps that can effectively highlight pain points and opportunities for improvement. 

Additionally, its export options make sharing the journey maps with stakeholders for feedback and collaboration easy.

How much is OmniGraffle?

OmniGraffle offers a single pricing model for its software:

• Standard Edition: $149.99 (one-time purchase)
• Pro Edition: $249.99 (one-time purchase) with additional features for advanced users.

What are the pros and cons of OmniGraffle?  

Pros:

• High-quality graphics and precise diagramming capabilities.
• Extensive customisation options for creating detailed visuals.
• User-friendly interface with powerful design tools.
• One-time purchase model with no subscription fees.

Cons:

• Only available for macOS and iOS users.
• Higher initial cost compared to some subscription-based tools.
• The learning curve for users unfamiliar with advanced design software.

4. Visual Paradigm

Visual Paradigm is an effective customer journey mapping tool. It enables you to visualise and document each stage of the customer experience. 

You can create detailed journey maps illustrating customer touchpoints, emotions, and pain points, helping businesses understand the overall customer experience. 

The platform’s collaborative features allow cross-functional teams to contribute insights, ensuring that all perspectives are considered. By mapping the customer journey, you can identify areas for improvement and enhance customer satisfaction.

How much is Visual Paradigm?

Visual Paradigm offers several pricing options, including perpetual and subscription. Its starting price is $6 per month. For detailed information, visit its pricing page. 

What are the pros and cons of Visual Paradigm?

Pros:

• A versatile tool for various diagramming needs, not limited to customer journey mapping.
• Collaborative features enhance teamwork and communication.
• Intuitive interface with a rich set of templates and tools.
• Flexible pricing plans to accommodate different team sizes and requirements.

Cons:

• Some advanced features may have a steeper learning curve for new users

5. Microsoft Visio

Microsoft Visio is an effective customer journey mapping tool. It allows you to represent the customer experience visually in a structured format. 

You can create detailed journey maps that outline each touchpoint, customer interaction, and emotional response throughout the journey. 

Visio’s extensive shape library and customisable templates enable you to tailor your maps to specific needs. Its collaborative features allow stakeholders from different departments to contribute insights, ensuring a holistic view of the customer journey.

How much is Microsoft Visio? 

Microsoft Visio is available through various pricing plans:

• Visio Plan 1: $6/user/month (billed annually), offering additional features.
• Visio Plan 2: $15/user/month (billed annually), includes advanced diagramming tools and features.
• One-time purchase option: Available for Visio Standard and Visio Professional, prices vary.

What are the pros and cons of Microsoft Visio? 

Pros:

• User-friendly interface with a familiar Microsoft look and feel.
• Extensive library of templates and shapes for quick diagram creation.
• Integration with Microsoft 365 apps enhances collaboration and productivity.
• Suitable for a wide range of diagramming needs beyond customer journey mapping.

Cons:

• Higher pricing compared to some other diagramming tools, especially for advanced features.
• Requires a Microsoft 365 subscription for full functionality.

6. FlowMapp

FlowMapp is a collaborative UX tool designed to help you create sitemaps, user flows, personas, and customer journey maps. 

FlowMapp excels at customer journey mapping by allowing businesses to visualise every stage of the customer’s interaction with their product or service. Its ‘create new user flow’ feature makes it super easy to create customer journey maps. 

FlowMapp also integrates personas, which you can link directly to journey maps. So you can tailor the customer journey to meet specific user needs and behaviours.

How much is FlowMapp?

FlowMapp offers a range of pricing plans:

• Free Plan: Limited to one active project.
• Pro Plan ($19/month): Supports up to 10 active projects with additional features.
• Team Plan ($35/month): Includes unlimited projects and collaboration.
• Agency Plan ($99/month): Designed for agencies managing multiple clients with premium features.

What are the pros and cons of FlowMapp?

Pros:

• Intuitive and user-friendly interface.
• Designed specifically for UX tasks like user flows and journey mapping.
• Real-time collaboration and feedback features.
• Integrates personas directly into journey maps.

Cons:

• The free plan has limited functionality and only supports one project.
• It can be expensive for smaller teams or freelancers.
• Less flexible for use cases outside of UX and web/app development.

7. Mural

Mural is a highly effective customer journey mapping tool due to its collaborative nature and flexibility. Your team can come together to visualise each stage of the customer journey, mapping out touchpoints, pain points, and emotions. 

Mural’s template library includes customer journey mapping templates, enabling your team to get started quickly and customise the map to their needs. 

The platform’s real-time collaboration features allow cross-functional teams to contribute insights, making the journey map a shared, living document that evolves with the business.

How much is the Mural? 

Mural offers several pricing options:

• Free Plan: Limited to 3 murals and 5 collaborators per mural.
• Team+ Plan ($9.99/user): Includes unlimited murals and advanced collaboration features.
• Business Plan ($17.99/user): Adds enhanced security, admin controls, and integrations for larger teams.
• Enterprise Plan: Custom pricing for large organisations with additional security, compliance, and support features.

What are the pros and cons of Mural?

Pros:

• Intuitive interface with a range of templates for journey mapping.
• Real-time collaboration and feedback features.
• Supports large, complex diagrams with ease.
• Integrates well with other collaboration tools like Microsoft Teams and Slack.

Cons:

• It can become overwhelming when working with extensive, detailed maps.
• Some advanced features are only available in higher-tier plans.

8. Figma

Figma is an excellent customer journey mapping tool that visually represents each stage of the customer experience. 

You can create custom journey maps using Figma’s design tools, linking user personas, touchpoints, and emotions to different stages of the journey. 

Figma’s real-time collaboration capabilities make it ideal for cross-functional teams to contribute insights and feedback, ensuring the customer journey map is accurate and reflects the needs of the whole company. 

How much is Figma?

Figma offers free and three paid plans: professional, organisation, and enterprise. The paid plan starts at $15/editor/month. Visit their pricing page for more details.

What are the pros and cons of Figma?

Pros:

• Powerful real-time collaboration features.
• Web-based, accessible from anywhere without software installation.
• Versatile design tools for creating detailed, interactive journey maps.
• Integration with popular project management and development tools.

Cons:

• Can have a learning curve for beginners, especially those unfamiliar with design tools.
• Pricing can be steep for smaller teams or startups needing access to advanced features.

9. Sketch

Sketch is a vector-based design tool primarily used for creating user interfaces, website designs, and mobile app prototypes.

While Sketch is primarily a UI/UX design tool, it’s also a great customer journey mapping tool. Using Sketch’s design tools, you can create custom journey maps that visualise different stages of the customer experience. 

By adding text, icons, and other visual elements, designers can outline user touchpoints and map out the customer journey in a way that is visually appealing. 

Integrating collaborative tools within Sketch Cloud also enables cross-functional teams to contribute, review, and iterate on journey maps, ensuring that they accurately reflect customer behaviours and needs.

How much is Sketch? 

Sketch offers the following pricing plans:

• Standard subscription ($10/editor/month) includes all design tools, unlimited viewers, and basic collaboration features.
• Mac-only License ($120/editor): A one-time purchase that includes a year of updates, after which users can renew their license for continued access to updates.

What are the pros and cons of Sketch? 

Pros:

• Clean and user-friendly interface designed for UI/UX professionals.
• Powerful vector editing tools and reusable components for design efficiency.
• Extensive plugin ecosystem for extended functionality.
• Cloud-based collaboration platform for easy sharing and feedback.

Cons:

• Limited to macOS, which may restrict accessibility for cross-platform teams.
• Primarily focused on UI/UX design, making it a less specialised customer journey mapping tool.

10. UXPressia

UXPressia is an online platform designed explicitly for creating customer journey maps, personas, and impact maps. 

UXPressia is a specifically built customer journey mapping tool that excels in visualising the customer experience. It allows you to map out every customer interaction, from the first point of contact to post-purchase follow-ups. 

Each journey map can be enriched with insights like customer emotions, goals, and obstacles, giving your business a clear understanding of what works and what doesn’t in customer interactions. 

Additionally, UXPressia’s persona-building tool complements journey maps by linking specific customer types to different journey stages, helping you tailor experiences to meet their customers’ needs.

How much is UXPressia?

UXPressia offers a free plan and several paid pricing tiers starting from $16 per user. For more information, check out their pricing page. 

What are the pros and cons of UXPressia?

Pros:

• Built specifically for customer journey mapping and persona creation.
• Easy-to-use interface with pre-built templates for quick setup.
• Real-time collaboration allows teams to work together seamlessly.
• Ability to integrate data for more accurate and actionable journey maps.

Cons:

• The free plan is quite limited in functionality.
• Higher pricing compared to other best customer journey mapping tools.
• Limited customisation options for complex use cases outside customer experience design.

11. Smaply

Smaply is a cloud-based tool designed to create customer journey maps, personas, and stakeholder maps. 

Smaply is a specifically designed customer journey mapping tool that offers a comprehensive toolset to represent the entire customer journey visually. It allows you to map out customer interactions, identify pain points, and define emotions across touchpoints. 

Smaply’s integration of personas and stakeholder maps gives a 360-degree view of customers’ experiences, making it easier to tailor services and products. 

The platform also supports collaboration, allowing different teams to contribute insights and update journey maps in real-time.

How much is Smaply? 

Smaply has a free plan and paid plans. The paid plan starts at 390 euros, billed yearly per editor plus 99 euros per viewer. 

What are the pros and cons of Smaply? 

Pros:

• Specialised tool for customer journey mapping, personas, and stakeholder mapping.
• Intuitive, user-friendly interface with pre-built templates.
• Real-time collaboration for teams.
• Multimedia integration to make journey maps more engaging and informative.

Cons:

• Pricing can be steep for smaller teams or freelancers.
• Limited customisation in journey maps for more complex scenarios.
• The basic plan restricts the number of projects, which might be limited for larger organisations and is too expensive. 

12. Custellence

Custellence is one of the best customer journey mapping tools, designed to help your business visualize and improve your customer experience. 

Custellence is purpose-built for customer journey mapping, making it an essential tool for understanding and optimising your customer experience. It helps you transform insights into successful customer experiences. Using its customer journey mapping platform, you can easily design, manage, and optimise every customer journey. 

Your team can visually map every customer interaction with your brand, from awareness to post-purchase. 

Custellence helps identify pain points, opportunities for improvement, and areas where you can increase customer satisfaction.

How much is Custellence? 

Custellence offers a free plan and a paid plan. The free plan lets you create 2 customer journey maps, the collaborative plan starts at $199/month and lets you make 5 journey maps, and the enterprise plan has custom pricing with unlimited customer journey maps.

What are the pros and cons of Custellence?

Pros:

• Easy-to-use drag-and-drop interface.
• Focused specifically on customer journey mapping.
• Collaboration features that allow real-time editing and sharing.
• Prioritisation tools to help teams focus on high-impact areas of the customer journey.

Cons:

• The free plan offers limited functionality, particularly for larger teams or more complex projects.
• Higher-tier plans may be expensive for small teams.
• Primarily focused on customer journey mapping, with fewer additional tools for broader UX design.

Customer journey project management Tools

Customer journey project management tools help organise tasks, assign roles, and manage progress related to customer journey maps. They include Kanban boards, timelines, and file-sharing capabilities. 

These customer journey management tools foster better collaboration among cross-functional teams and keep them aligned on the customer journey process. 

Some of the project management tools to smoothly collaborate on the workflows of journey mapping are:

• ClickUp
• Asana
• Trello
• Workzone
• Upwave

Let’s review them. 

1. ClickUp

ClickUp is an ideal customer journey management platform as it helps organise and track the multiple stages and touchpoints in a customer journey. With its customisable workflows, you can map out each stage of the customer journey, assign tasks related to improving touchpoints, and monitor progress in real time. 

ClickUp’s visual tools, such as Gantt charts and timelines, help your team see the big picture and how each stage of the journey is progressing. 

Collaboration features allow marketing, sales, and customer service teams to work together to address every aspect of the customer experience.

How much is ClickUp?

ClickUp offers several pricing plans:

• Free Plan: Includes unlimited tasks, members, and two-factor authentication, ideal for smaller teams or individuals.
• Unlimited Plan ($7/member/month): This plan offers additional features like unlimited integrations, dashboards, and goals.
• Business Plan ($12/member/month): This plan adds advanced features like timelines, advanced reporting, and goal tracking.
• Enterprise Plan: Custom pricing for large teams with enhanced security, support, and advanced features.

What are the pros and cons of ClickUp?

Pros:

• Highly customisable workflows and views (lists, boards, timelines, etc.).
• Comprehensive task management features suitable for managing complex projects.
• Real-time collaboration features with integrations to popular tools.
• Offers a free plan with substantial features.

Cons:

• The wide range of features can be overwhelming for new users.
• Learning curve for those unfamiliar with project management tools.
• Advanced features like goal tracking and reporting are only available in higher-tier plans.

2. Asana

Asana is a popular project management and task organisation tool that helps you plan, track, and manage your work efficiently.

Asana can be a crucial customer journey mapping tool as it helps your team visualise and track every touchpoint and interaction that customers have with your business. 

Using Asana’s timeline feature, you can create detailed plans that outline each customer journey stage, assign tasks to improve specific touchpoints, and set deadlines to keep projects on track. 

Your team can also use Asana to collaborate across departments, ensuring customer journey maps are regularly updated and aligned with business objectives. Asana’s reporting features enable you to monitor the success of improvements made along the customer journey.

How much is Asana? 

Asana offers a free plan for individuals and small teams and a paid plan starting at $10.99/user/month. Businesses and enterprises offer two plans with custom pricing. You can visit their pricing page or contact sales for more pricing information.  

What are the pros and cons of Asana?

Pros:

• User-friendly interface and easy onboarding process.
• Versatile views (list, board, timeline) to suit different project management styles.
• Strong collaboration features with integrations to a wide range of tools.
• The free plan includes substantial features for smaller teams.

Cons:

• Limited reporting and customisation options in the free plan.
• Higher-tier plans can be expensive for larger teams.
• It can get overwhelming to manage highly complex workflows due to feature overload.

3. Trello

Trello is a highly visual and intuitive project management tool that uses boards, lists, and cards to help your team organise tasks and workflows.

Trello’s flexibility makes it a valuable customer journey mapping tool. You can create boards representing different stages of the customer journey, with each list detailing key touchpoints or phases. 

Cards can represent tasks or customer interactions, such as onboarding, feedback collection, or post-purchase follow-ups. Trello’s collaboration features allow your departments (marketing, sales, support) to contribute, ensuring a holistic approach to managing and improving the customer experience. 

Additionally, you can use power-ups to add timeline views or integrate data, helping teams better visualise the journey.

How much is Trello?

Trello offers several pricing plans:

• Free Plan: This includes unlimited personal boards, cards, and lists, as well as up to 10 team boards and basic features.
• Standard Plan ($5/user/month): This plan offers unlimited boards, advanced checklists, custom fields, and more robust collaboration features.
• Premium Plan ($10/user/month): This plan adds a timeline, calendar view, dashboard view, and workspace management.
• Enterprise Plan: Custom pricing for large organisations with advanced security and administrative controls.

What are the pros and cons of Trello?

Pros:

• Simple, drag-and-drop interface that’s easy to learn and use.
• Highly customisable with Power-Ups for additional features.
• The free plan offers significant functionality for individuals and small teams.
• Visual boards and cards make task tracking intuitive.

Cons:

• Limited advanced project management features compared to other tools.
• The free plan lacks timeline views and automation.
• Complex workflows require multiple Power-Ups, leading to higher costs.

4. Workzone

Source

Workzone is a robust project management software designed for teams that require a more structured approach to managing projects and workflows.

Workzone is one of the most effective tools for customer journey mapping projects. It enables you to organise and track various stages and touchpoints in the customer experience. 

You can create dedicated projects for customer journey mapping, breaking down the process into specific tasks related to different touchpoints and phases. Using Gantt charts and timelines, you can visualise how customer interactions progress over time, ensuring you implement improvements and insights systematically. 

Workzone’s reporting capabilities allow you to analyse the effectiveness of your customer journey initiatives and make data-driven decisions for further enhancements.

How much is Workzone? 

Workzone offers only paid plans that are:

• Team Plan: This plan starts at $24/user/month and includes project management tools for small to medium teams.
• Professional Plan: This plan starts at $34/user/month and adds advanced features like time tracking and resource management.
• Enterprise Plan: Custom pricing for larger organisations requiring advanced support, security, and features tailored to their needs.

What are the pros and cons of Workzone?

Pros:

• Comprehensive project management features, including Gantt charts and detailed reporting.
• Strong focus on collaboration with integrated communication tools.
• User-friendly interface that is easy to navigate for teams of all experience levels.
• Customisable templates for different project types.

Cons:

• Pricing may be on the higher side for small teams or startups.
• Some users may initially find the range of features overwhelming.
• Limited integrations compared to more popular tools like Trello or Asana.

5. Upwave

Upwave is a collaborative project management and visual planning tool designed to help your team streamline workflows and enhance productivity.

Upwave plays a significant role in customer journey mapping by allowing you to create detailed project boards that outline each stage of the customer experience. 

You can map out key touchpoints and interactions, assigning tasks to improve or analyse each stage. Upwave’s visual layout makes it easy to see the flow of the customer journey and identify areas for enhancement. 

By using Upwave’s collaboration features, cross-functional teams can work together to address every aspect of the customer journey, leading to more compelling customer experience strategies.

How much is Upwave? 

Upwave’s pricing plan starts with the basic one, $8 per user/month. They also have a business plan, which is $16 per user/month, starting from 5 users. For enterprises, there is custom pricing. 

What are the pros and cons of Upwave?

Pros:

• The intuitive visual interface makes project management straightforward.
• Flexible boards and task cards that you can customise to fit various workflows.
• Robust collaboration features, enhancing team communication and engagement.
• Integrations with other tools for a more comprehensive project management experience.

Cons:

• Some users may find the setup process takes time to utilise all features fully.
• Limited reporting capabilities compared to more advanced project management tools.

Customer experience mapping tools

Customer experience journey mapping tools focus on a broader range of customer engagement activities, including journey mapping. It helps manage, track, and improve customer experiences across multiple touchpoints.

Customer experience mapping software provides a seamless and personalised journey from end to end.

Some of the customer journey experience management tools are:

• Qualtrics
• inMoment
• SuiteCX

Let’s review them. 

1. Qualtrics

Qualtrics is an advanced experience management platform to help your organisation capture and analyse data across various customer touchpoints. 

Qualtrics plays a vital role in customer journey mapping by providing insights into customer experiences at each touchpoint. 

By leveraging its survey capabilities, you can gather feedback on specific interactions throughout the customer journey, identifying pain points and areas for improvement. 

The platform’s analytics tools allow your business to track customer sentiments over time, enabling you to make informed decisions about customer experience strategies. 

With Qualtrics, you can visualise customer journeys based on data-driven insights, ensuring a more customer-centric approach to your processes.

How much is Qualtrics? 

Qualtrics does not publicly list its pricing on its website, as costs vary based on the required tools and features. If you’re interested, contact the sales team for a custom quote tailored to your needs.

What are the pros and cons of Qualtrics?

Pros:

• Comprehensive survey and analytics capabilities for deep insights into customer experiences.
• Real-time data analysis and reporting tools for informed decision-making.
• Advanced features like text analytics and sentiment analysis to capture qualitative data.
• Highly customisable survey design to meet diverse research needs.

Cons:

• Pricing can be higher, making it less accessible for small businesses or startups.
• Due to its extensive features, the platform may have a steep learning curve for new users.
• Some users report that customer support response times can be a little long.

2. inMoment

InMoment is an experience management platform specialising in capturing and analysing customer feedback to help improve your customer experience (CX) strategies.

InMoment is an essential customer journey mapping tool as it helps you comprehensively understand customer experiences at each touchpoint. 

By collecting feedback throughout the customer journey, your team can pinpoint areas of success and identify pain points that need improvement. 

InMoment’s analytics capabilities allow businesses to visualise customer journeys based on feedback data, enabling a more nuanced approach to customer experience design. By leveraging these insights, organisations can tailor their strategies to meet customer needs effectively and enhance overall satisfaction.

How much is inMoment? 

InMoment does not publicly disclose pricing information, as costs vary based on the tools and features selected. Potential customers are encouraged to contact the sales team for a customised quote based on their organisation’s requirements.

What are the pros and cons of inMoment?

Pros:

• Comprehensive feedback collection across multiple channels for a holistic view of customer experiences.
• Advanced analytics tools that turn data into actionable insights.
• Real-time reporting features help teams stay informed and agile.
• Strong focus on understanding customer sentiments through text analytics.

Cons:

• Pricing may be prohibitive for smaller organisations or startups.
• The complexity of the platform can result in a learning curve for new users.
• Some users report challenges with integration into existing systems.

3. SuiteCX

Source

SuiteCX is a comprehensive customer experience management platform designed to help organisations map, analyse, and enhance customer journeys. 

SuiteCX is an instrumental user journey mapping tool that offers a structured approach to understanding and optimising customer experiences. With its mapping tools, organisations can visualise customer interactions at each touchpoint, highlighting areas of strength and opportunities for improvement. 

Its analytics capabilities allow businesses to track customer feedback and sentiment over time, enabling data-driven decision-making. By utilising SuiteCX, organisations can develop targeted strategies to enhance customer satisfaction and loyalty throughout the journey.

How much is SuiteCX?

SuiteCX does not publicly list its pricing on its website, as costs vary based on the required features and solutions. To learn more and get the pricing, you can contact the sales team. 

What are the pros and cons of SuiteCX?

Pros:

• Comprehensive tools for visualising and analysing customer journeys.
• Strong focus on customer feedback collection and analysis.
• Collaborative features that facilitate teamwork across departments.
• Ability to track performance metrics to measure the effectiveness of customer experience initiatives.

Cons:

• Pricing may be on the higher side for smaller organisations or startups.
• The platform’s extensive features may require time to learn and fully utilise.
• Limited integrations with other software tools compared to more widely used platforms.

What to look for in a customer journey mapping tool? 

When choosing one from the massive list of best customer journey mapping tools, look for features suitable for your business needs.

Here are some key factors to consider:

1. Ease of use 

While using a customer journey mapping tool, ensure it’s intuitive and easy to navigate. It should not have a steep learning curve so everyone in the team can quickly learn and contribute to the customer journey mapping process. 

You can choose mapping tools with drag-and-drop interfaces, customisable templates, or simple and intuitive workflows.

2. Collaboration

Whatever mapping tool you choose, check if the tool has collaboration features. This feature is essential as you need input from multiple departments in your organisation.

Mapping tools with real-time collaboration, version control, comments, task assignments, etc., will help cross-functional teams work together in real-time. Marketing, sales, and customer service teams must collaborate, share insights, and adjust touchpoints.

Check out the best customer service tools for small businesses.

3. Integration capabilities

Any journey mapping tool should be easy to integrate with other platforms, such as CRM, marketing automation, analytics, and feedback tools, to pull in real-time data.

Connecting your customer journey map app with actual customer data for real-time updates will ensure no part of your business is operating in a silo. 

So, look for tools offering Integrations with CRM (Salesforce, HubSpot), marketing automation, customer feedback tools, and analytics (TelebuSocial, Hotjar) platforms.

4. Customisation and flexibility 

Your customer journey mapping tools should be flexible and customisable for your needs and customer segments. 

It will help you cater to unique touchpoints and customer segments. So, always look for customisable stages, personas, touchpoints, and layouts.

5. Scalability 

Any customer journey mapping tool should be scalable and able to handle larger customer bases, more complex journeys, and more users. It should be scalable in terms of users, customer data, and journey complexity.

The scalable nature of mapping tools will be helpful during expansion. This implies that you don’t have to keep switching platforms at different stages of your company’s growth.

6. Pricing 

Choosing a customer journey mapping tool that will tick all your bucket lists might dig a hole in your pocket if your hands are tight. 

So, ensure the tool you choose is within your budget and that the pricing plan you choose has almost all the features your company needs. 

Overpaying for features you don’t use or underpaying for a limited tool is can be bad for business. So, look for free trials, flexible pricing plans, and transparency

7. Customer support

Whatever mapping tool you choose, ensure it has strong customer support, comprehensive documentation, tutorials, or a community to help you overcome challenges.

It can save you time troubleshooting and help you get the most out of it. So, look for a tool with 24/7 support, live chat, onboarding assistance, video tutorials, or an active user community.

Frequently Asked Questions

1. How do customer journey mapping tools improve my business? 

Customer journey mapping tools help you visualise the entire customer experience, identify pain points, optimise touchpoints, and improve customer satisfaction. It boosts customer retention and drives more revenue.

2. Do I need a different tool for each part of the customer journey? 

Not necessarily. Many customer journey mapping tools offer a comprehensive solution that covers various stages of the journey, from awareness to post-purchase. However, you can integrate specific tools for niche tasks if needed.

3. Can I integrate journey mapping tools with my existing CRM or analytics tools? 

Yes, most customer journey mapping tools support integration with popular CRM and analytics platforms, such as Hubspot, TelebuSocial, Salesforce, etc. 

It lets you combine customer insights and data for better data-backed decision-making.

4. What’s the difference between customer journey mapping and customer experience management tools? 

Customer journey mapping tools focus on visualising the customer journey, whereas customer experience management (CEM) tools go beyond that. 

CEM tools help you monitor, manage, and improve customer experience across all touchpoints.

5. Can non-technical team members use these tools? 

Yes, most customer journey mapping tools, like TelebuSocial, have user-friendly interfaces. These tools allow even non-technical team members to participate in the mapping process by creating maps, collaborating, and analysing data.

6. Can I create detailed customer personas using these tools? 

Yes, many journey mapping tools allow you to build detailed customer personas by collecting and organising data on demographics, behaviour, preferences, and pain points.