Journey data showing what a customer did on our website right before calling in has been more useful than I expected going in. Someone calls about a refund and the agent can already see they'd spent ten minutes on our refund policy page just beforehand, so instead of asking generic questions the agent just goes straight to "looks like you're asking about the return window, here's how that works for you specifically." Feels less like starting from zero every single call. Review collected by and hosted on G2.com.

It only tracks activity on pages we've specifically tagged for this, so if someone browsed somewhere we hadn't set up tracking on, the agent's back to guessing what brought them in, same as before we had any of this. Review collected by and hosted on G2.com.