Custellence Reviews

Journey maps are the bread and butter of any CX designer, so I spent quite a bit of time looking for the perfect journey mapping tool. I have found journey mapping tools which were pretty but were so difficult to use that it was virtually impossible to use from day-to-day. I've also found general purpose journey mapping tools that were not fit for purpose, which were very flexible but terribly unwieldy to manage for larger or more complex journey maps. Thank God I found Custellence, which perfectly balances presentation with functionality. It is good enough to present, with icons, tools, ability to add images, and all that, yet it is highly functional. The various stages of a journey map can be easily and dynamically changed and aligned, something virtually no other journey mapping software does well. Custellence is simple enough to just pick up and use. This means I don't have to spend time figuring out any quirks of the tool. Custellence just makes journey mapping much more pleasurable.

There's literally nothing I dislike! I've tested other journey mapping tools in the market and no other software provides the simplicity that I require in my day to day work as a CX designer. Custellence does what I need it to do, efficiently and effectively.

If you are looking for a journey mapping tool which is easy to pick up, dynamically handles changes to your journey and simple to use, Custellence stands heads and shoulders above any other journey mapping tool I've used in the past. Highly recommended.

I wanted a simple tool to electronically map customer journeys. I have saved a lot of time in putting journey maps together because of the "pick up and use" nature of Custellence. I don't have to overthink - I just start mapping, knowing that I can change on the fly very easily.

Easy to edit and add, move or amend journey stages as stakeholder discussions identify new points to capture. The mood / curve points are also very useful

Sometimes updates to text boxes take a few seconds to save and can be closed without saving if you rush and dont wait for the onscreen message

Having used other graphics tools to map journeys in the past, I found this a lot simpler to use with some great features. The pre-loaded templates are handy to then adapt and tailor for your own purpose. Useful prompts to collect and collate different aspects / factors of each journey point (customer needs, service provided, org design feedback etc.) to create a living map / document to identify and drive change opportunities

We are mapping the end to end Student Journey at a university and want to show the pain points for certain types of students that need to be addressed

It's intuitive - felt like we were able to just get started without working through instructions.

I missed the "CTL Z" function that I usually depend on when I make a mistake.

Aligns well with the advice about CJM and SBD from the better YouTube channels on service design - go there and learn what to do and then do what they say on Custellence.

We are a product company that wants to move into digital services business, so our company's existing culture, org structure, systems and processes are all wrong for services. We need to start from scratch and identify what is required to find customers and move them through the buying process with as little friction as possible.

So far the main benefit has been the better understanding of our customer and what their actual problem really is.

I really like that this program is not only skillful in travel mapping but through its different acquisition options you can find more and more functions such as exporting them to other programs, customize them, save them and a variety of tasks that allow more work specific and quality for our customers.

I like the interface that is very comfortable and efficient, allows the team to do the job in a simpler, professional and bold.

When starting the use of this program in our company, some people adapted faster than others to the configuration that this system has, after working constantly in the interface, any confusion or difficulty was eliminated, so I consider it not a failure, but a user's practice error.

I recommend this platform with the confidence that will make your company more effective every day. Try it and you will see first hand what I say.

Thanks to this platform we now obtain a different angle to see the experiences of our clients, since Custellence provides us with tools to illustrate them and then study them, make revisions, which allow us to improve the participation of users.

This platform has given us the facility of having a technical support service when we need it by email, besides this has allowed the growth of our company and the solution for many of our deficiencies, now we provide the client with maps of your trip in a more easily understood way as well as a better service.

Now we have a more organized company since we gather all the information of our clients, ideas, suggestions, dimensions, contributions in a single tool.

The ideation template was easy to create the customer journey in no time. The process was intuitive. A free online trial version without credit card is appreciated.

While the beginner's guide was helpful to get started, it would be good to get different templates for different verticals to see how one can apply customer journey for different use cases.

Create customer journey maps as students are applying for colleges

The tool is easy to use. Free Tier to Trial without cost and a credit card is appreciated. Good to see that there are sample templates to get started. Even in free tier, there were many "KB articles" to learn the product.

Online help could improve with an end-to-end example of a Use case tailored to key Verticals. I didn't find a youtube video for example to quickly learn the product.

Create a Customer Journey for different users in a Contact Center