I wanted to start a general conversation around customer journeys and automation.
In my work at Funnelsflex, I’ve noticed that as teams add more automation inside tools like Freshworks, the overall journey can become harder to reason about. Each automation solves a local problem, but over time the experience across touchpoints can feel fragmented for both customers and support teams.
What’s helped in some cases is stepping back and mapping the journey end to end before adding new rules or workflows. Once the core flow is clear, automation tends to support the experience instead of complicating it.
Curious how others here approach this:
-
Do you regularly review and simplify workflows?
-
How do you decide when automation adds value versus friction?
-
Any lessons learned from scaling support or CRM processes?
Just looking to learn from real experiences and share observations.