# Smaply Reviews **Vendor:** Smaply **Category:** [Customer Journey Mapping Tools](https://www.g2.com/categories/customer-journey-mapping) **Average Rating:** 4.5/5.0 **Total Reviews:** 15 ## About Smaply A new era of journey management is here! Smaply helps organizations of all sizes and industries to manage their customer experience. A dedicated tool for journey management solves many pain points that occur when using whiteboard tools. Besides personas as the basis to build customer or user journey maps, Smaply also comes with state-of-the-art journey management functionalities. Build your maps in a flexible and intuitive editor supported by AI, that makes it easy to cluster steps in stages, expand cards over multiple columns, add text, image, emotions and KPIs to a map, as well as opportunities, pain points and solutions. These are then reflected in the portfolio graph, which helps to keep an overview and prioritize. Metrics and KPIs are visualized besides pain points and opportunities. This support you in making informed decisions. Feed data from other tools such as Microsoft365, Google Analytics or task management tools such as Jira and Trello. Moreover, Journey Management functionalities include granular user roles, comments on cards, and hierarchies to keep track of the progress in your CX strategy. By being certified with ISO 27001:2022, SOC2 and by being fully GDPR compliant we are ready for enterprises that are keen on moving quickly with procurement. We also offer SSO and hosting on dedicated instances. To advance your team in the methodology of design thinking, customer experience and more, we include trainings and coaching hours in some plans. Robust realtime collaboration to conduct workshops remotely, Journey Performance indicator to monitor the performance of your maps, and exporting are some other benefits you have when using Smaply. We offer tools and knowledge for (future) experience innovators to embed and scale customer centricity in your organization. Founded by the main author of the design and business bestsellers “This is Service Design Thinking” and ‘This is Service Design Doing’, we practice what we preach and apply service design to develop our tools together with our users. Smaply is made for journey mapping and journey management. It enables you to work flexibly and customize the structure of your journey maps in a flexible and user-friendly editor – simply create maps the way you want them to be. Manage customer experience with a complete, yet simple overview of all CX projects going on in an organization and make Smaply the central, accessible, and insightful hub for all your CX endeavors. Easily evaluate and prioritize touchpoints, pain points, and opportunities. The Smaply blog provides you with in-depth knowledge about customer-centered innovation. You can find interviews with various experts in the field, as well as case studies, guides, and much more. There’s a wide variety to be found on the blog, ranging from trending topics in service design and customer experience, as well as tutorials, and industry-specific content. ## Smaply Pros & Cons **What users like:** - Users find Smaply **easy to learn and adopt** , significantly enhancing their customer management efficiency. (1 reviews) - Users value Smaply for its **time-saving capabilities** , greatly enhancing efficiency in customer management and servicing. (1 reviews) **What users dislike:** - Users face **export issues** with Smaply, as some features like PPTX export and stencil-library are lacking. (1 reviews) ## Smaply Reviews ### 1. Good for building your first journeys **Rating:** 4.0/5.0 stars **Reviewed by:** Emanuel M. | Journey Mapping Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** July 29, 2025 **What do you like best about Smaply?** It's a tool that you can easily learn, it's intuitive and meets your needs, especially if these are your first maps you're building. It has all the functionalities you would expect a journey mapping tool to have. **What do you dislike about Smaply?** The instability. As you add more and more elements to the journey, especially images, the tool becomes slower, harder to work with, especially if you want to edit something. Metrics are hard to build and dont' give you much flexibility. Also aesthetically it would deserve improvements. **What problems is Smaply solving and how is that benefiting you?** Since I've been using the tool, it's been constantly improved. For example, the Personas module has been clearly improved and much easier to use now. ### 2. smaply - the buddy for customer-journey-management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consulting | Small-Business (50 or fewer emp.) **Reviewed Date:** November 05, 2024 **What do you like best about Smaply?** smaply is a true enabler of our business in customer-management-servicing. - Easy to learn and adopt. - Without smaply, we would be far less efficient. **What do you dislike about Smaply?** smaply as such provides the full range of features that we have been looking for. - However, some known features are not yet integrated into the 3.0-version. - But as we know the company behind smaply will deliver. - To the point: Export stages to pptx - mapping stakeholders - stencil-library. **What problems is Smaply solving and how is that benefiting you?** I am working with smaply for years now. - And with the 3.0-version we did get a lot more flexibility in Journey-Design. - Designing the journey is as flexible as talking to people in a workshop - you can quickly adapt, note and mark pains and gains - which remain available to other journeys - Hence, no duplicate work. - All straight forward and to the point. ### 3. Very good knowledge offering **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Medical Devices | Mid-Market (51-1000 emp.) **Reviewed Date:** December 15, 2023 **What do you like best about Smaply?** I did the free course only and read quite some articles about customer journey. I liked the content and its organisation quite well. Moreover all the countless examples they mention for customer journey are very well done. **What do you dislike about Smaply?** Nothing to dislike. Just wish there was more free courses available. **What problems is Smaply solving and how is that benefiting you?** I am new in the CSM role and I am trying to learn as much as I can. Smaply solved the 1st problem for me by understanding what a customer journey is and how it looks like. I did an online paid course for CSM where many things are discussed but the journey was not as good as from Smaply. Thanks to Smaply I understand what it is and how it works. ### 4. Smaply Review **Rating:** 5.0/5.0 stars **Reviewed by:** Britney P. | Business Development Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2022 **What do you like best about Smaply?** Smaply is really helpful for mid to large size teams. Through the Smaply app, your organizations leadership can manage insights and client feedback through visualization that includes maps, charts and animated visuals. I really enjoy how that app makes intricate information digestible, which is helpful towards everyone understand their customers even more. **What do you dislike about Smaply?** While using this app, there were no downsides. **What problems is Smaply solving and how is that benefiting you?** Smaply makes technical information simple, which increases productivity and efficiency amongst teams. ### 5. Great concept and overall a brilliant company **Rating:** 4.5/5.0 stars **Reviewed by:** Jihad S. | Sales Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 14, 2021 **What do you like best about Smaply?** I can see a lot if customer data at once and offers a great way to display multiple channels and customer journeys at the same time. Variety of templates are available to start building customers journey maps **What do you dislike about Smaply?** Other tools out there are gaining momentum and I'm hopeful Smaply will advance their features more especially make it more easy to present sales on the journey map portion **Recommendations to others considering Smaply:** Its quite interesting how Smaply maps customers journeys. Its super helpful to collaborate with teams an i like the export fearure since it makes sharing reports easier **What problems is Smaply solving and how is that benefiting you?** We use Smaply to build customer presentations and export various creation such as journey maps and personas to a PDF. Also mostly used for sales presentations and coordinating the activities of multiple teams **Official Response from Isabel Grillmayr:** > Hi Jihad, thanks for your review! We really appreciate the feedback and will take your wishes concerning visualizing sales statistics on the journey map. Have a great day! ### 6. Customer Journey for Persona **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** October 12, 2021 **What do you like best about Smaply?** Free Trial without credit card is indeed appreciated. The video tutorial at the beginning of the process are indeed helpful. Online help also helped me to create initial customer journey. The initial survey was helpful to better understand what you were looking from end users. **What do you dislike about Smaply?** I was looking for some pre-created examples for different verticals as a starting point. The tool provides lots of flexibility but is a bit challenging to learn on you own. Hence, some canned examples that have worked in the field would be very helpful to have. **What problems is Smaply solving and how is that benefiting you?** Create Customer Journey for different Persona ### 7. Customer Journey for students applying for colleges/schools **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Small-Business (50 or fewer emp.) **Reviewed Date:** January 06, 2022 **What do you like best about Smaply?** The sign-on process was easy. The graphical UI helps navigate the tool and one can create a journey quite easily. The existing templates help to review the intent and then adapt for your use case. **What do you dislike about Smaply?** The journey creation may require data feeds from external systems. It was not clear if such a capability exists **What problems is Smaply solving and how is that benefiting you?** Map how students apply to differnt schools and create a journey ### 8. Automates but keeps the human touch **Rating:** 5.0/5.0 stars **Reviewed by:** Sally H. | Presales Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 27, 2021 **What do you like best about Smaply?** Creating PDFs, PNG and XLS exports targeted to different customers **What do you dislike about Smaply?** The newer version is better than the previous witich was not that inspiring **Recommendations to others considering Smaply:** It is time to put a lot of thought into customer journeys before they ever go live **What problems is Smaply solving and how is that benefiting you?** We have achieved a steady growth in revenue and kept marketing costs at bay **Official Response from Isabel Grillmayr:** > Hi Sally, thank you so much for your feedback! It's highly appreciated. ### 9. More powerful than other platforms we evaluated **Rating:** 5.0/5.0 stars **Reviewed by:** Amany F. | Online Sales Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** November 01, 2021 **What do you like best about Smaply?** Easy to create forms and landing pages for inbound marketing **What do you dislike about Smaply?** I haven't encountered any challenges since day one of use **Recommendations to others considering Smaply:** Smaply made it easy to nurture potential clients and has greatly impacted the marketing bottom line **What problems is Smaply solving and how is that benefiting you?** Campaigns have increased our lead generation by more than 30%. Improved lead nurturing and managenmnet **Official Response from Isabel Grillmayr:** > Hi Amany, thank you for your feedback, we appreciate the review a lot! ### 10. Visual representation of the customer **Rating:** 5.0/5.0 stars **Reviewed by:** Nadin I. | Head of Marketing & Corporate Communication, Small-Business (50 or fewer emp.) **Reviewed Date:** October 25, 2021 **What do you like best about Smaply?** Journey maps to visualize customer's experience. Creating customer personas to put customers at the center of our actions **What do you dislike about Smaply?** Not enough persona templates to avoid repeating some tasks **Recommendations to others considering Smaply:** Journey and persona mapping tool that connects all journey maps in hierarchies **What problems is Smaply solving and how is that benefiting you?** Understanding a group of customers and their experience. Embedding customer centricity in the business ### 11. Innovative way to manage customer satisfaction **Rating:** 5.0/5.0 stars **Reviewed by:** Eileen L. | Customer Support Manager, Enterprise (> 1000 emp.) **Reviewed Date:** October 02, 2021 **What do you like best about Smaply?** Journey maps helps discover customer moments of truth and pain points **What do you dislike about Smaply?** I do not dislike anything about the journey mapping tool **Recommendations to others considering Smaply:** Platform for highlighting important facts, problems or ideas in the customer journey **What problems is Smaply solving and how is that benefiting you?** Step by step to understanding different customers and the experience they have when using our services ### 12. Dynamic but Easy to Learn Mapping Software **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Education Management | Small-Business (50 or fewer emp.) **Reviewed Date:** August 24, 2021 **What do you like best about Smaply?** We've used smaply for multiple customer journey mapping projects internally and it's an intuitive but powerful tool **What do you dislike about Smaply?** Downsides are the cost in comparison to features - what it does it does very well but it's value depends on the user's budget **What problems is Smaply solving and how is that benefiting you?** Viewing end to end customer journeys through smaply helped us to rapidly define peaks and pits and adapt our comms process as needed. ### 13. Smaply is great for one type of Journey Mapping **Rating:** 5.0/5.0 stars **Reviewed by:** Enrique R. | Product and Member Experience Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 05, 2019 **What do you like best about Smaply?** What I like about it is that I can put several different branches of a journey map into one place. You can really show the differences between two tracks. Great journey Mapping software **What do you dislike about Smaply?** If you put everything on a map it can get lost and overwhelming, I wish Smaply had a feature to limit visualization. **Recommendations to others considering Smaply:** It's a great place for customer journey maps, you can put several channels and a lot of information on one journey. Easy to use and straightforward **What problems is Smaply solving and how is that benefiting you?** Journey Mapping different processes within our bank ### 14. Member Experience Manager **Rating:** 5.0/5.0 stars **Reviewed by:** Enrique R. | Product Development Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 18, 2019 **What do you like best about Smaply?** Easy way to Map member journey and put a lot of information in one place **What do you dislike about Smaply?** I wish we could visualize it better. so that simple journeys aren't huge or have to be huge. also I wish I wasn't rigid and have all of them look the same **Recommendations to others considering Smaply:** Consider other lay out options. a lot of my experiences look very similar, I wish we could customize it a little bit. also when you display it is a HUGE PDF. **What problems is Smaply solving and how is that benefiting you?** Helps us find weak touchpoints ### 15. Excellent travel map management program. **Rating:** 5.0/5.0 stars **Reviewed by:** Edilianny S. | Técnico de soporte, Mid-Market (51-1000 emp.) **Reviewed Date:** December 05, 2019 **What do you like best about Smaply?** You can put a lot of information about all the workers as clients in one place without any problem, a very good software that allows you to do several things and has different categories of tools that work without any problems, has excellent features that make my stay in the application is very comfortable and stable. **What do you dislike about Smaply?** To improve some things of the maps, to be able to be managed better and to have a better quality of service, bigger the maps would be a very good recommendation to this application, it would improve the stay of the users to be able to make the small trips, big without any problem. The rest of this application has excellent software and works to perfection. **Recommendations to others considering Smaply:** This application will help them a lot to be able to manage themselves in a better way in the work and in the company since their way of creation of maps works to the perfection, I assure them that this tool will not give them any problem, excellent application and an excellent quality of service provided by this application. **What problems is Smaply solving and how is that benefiting you?** A very good management of travel maps in the company and at the time of working I can do all this procedure more easily thanks to the excellent tools that provides this great application. Very good management functions and creation of projects such as maps and these different important things. ## Smaply Discussions - [What is Smaply used for?](https://www.g2.com/discussions/what-is-smaply-used-for) - [View Smaply pricing details and edition comparison](https://www.g2.com/products/smaply/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-14+05%3A18%3A10+-0500&secure%5Bsession_id%5D=1ad1b9dc-3132-44e5-a2b4-c3566c012aaf&secure%5Btoken%5D=c01ba1a2002d74a9de2aaa730e0db2947b7e4eca0b25589b1a8f577bc7e1afc3&format=llm_user) ## Smaply Features **Platform Basics** - Templates - Exporting - Multi-user Access and Collaboration - Multiple Personas - Data Analytics **Agentic AI - Customer Journey Mapping** - Autonomous Task Execution ## Top Smaply Alternatives - [TheyDo](https://www.g2.com/products/theydo/reviews) - 4.5/5.0 (62 reviews) - [WebEngage](https://www.g2.com/products/webengage/reviews) - 4.5/5.0 (734 reviews) - [Miro](https://www.g2.com/products/miro/reviews) - 4.6/5.0 (12,806 reviews)