Search help and contact support
Search the help centre, try the suggested fixes, then submit the contact form with a description of the problem and wait for a reply.
SupportProcessViewerNavigation
Presentation view
User journey Click and drag to pan
80%
Journey
Stages
Stages
The viewer searches help articles, submits the contact form and waits for a response, often repeating the same details at each step.
Process / viewer action
Touchpoints
Help centre, contact form and social
Help articles, a web contact form, email replies and sometimes social media — with no shared view of the viewer across channels.
TouchpointSupportSystemNotifications
Key thoughts and emotions
“Is anyone actually reading this?”
Low confidence after receiving a generic reply that doesn't match the device or issue described, and dread at having to explain it all again.
→ This can be fixed with an antenna
EmotionViewerSupport
Viewer pain points
Slow, generic responses
Canned answers that miss the specifics, long waits between replies, and repeating the same details every time the case changes hands.
Pain pointViewerSupportPerformanceProcess
ABC pain points
Manual triage and escalation
Agents copy details between systems, escalations arrive without context, and gaps in the knowledge base mean answers vary by agent.
Pain pointABCSupportAdminSystem
Opportunities
AI triage and agent assist
Suggested responses, automatic case summaries and smarter routing that give agents full context in seconds — operating within approved guardrails.
OpportunityAISupportPerformanceProcess