Teams at workTrace and redesignExample · 1 question · 2 min

Repair a Customer Journey

Follow a customer across channels and repair the handoff where context is lost.

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Customers repeat their issue after moving from chat to phone. Which repair addresses the handoff?

Add more phone staff so that the waiting time after the transfer goes down.Pass the chat summary and consented case context into the phone queue.

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Select the stage where context disappears, then follow its backstage dependency.

About this activity

What you practise: Name one measurable check for the repair: repeat-rate after transfer, handoff completion, or minutes spent repeating the issue.

A hand-written example with a fixed sequence. It shows what working on a Klarisma activity feels like; your own activities follow your goals and material.

An example with fictional data. Your answers stay on this page and are cleared when you restart or leave.

Customers repeat their issue after moving from chat to phone. Which repair addresses the handoff? Chat intake takes 6 minutes and produces a summary. At the switch to the phone the case context is missing. On the phone the issue is asked again, which takes 9 minutes. In 18 of 24 fictional cases customers had to repeat their issue. The evidence places the friction at the channel transfer: the summary is lost, then the phone agent asks for the issue again. Carrying only the relevant, consented context repairs that exact boundary.