Smaply Overview

Smaply addresses the challenge of understanding and enhancing customer experiences through its journey management software. It provides tools for creating detailed customer journey maps and personas, which are essential for businesses aiming to refine their customer interactions. The platform facilitates real-time collaboration, allowing teams to work together seamlessly, ensuring that customer insights are shared and actionable. By offering guidance and flexibility, Smaply enables businesses to adapt their strategies to meet evolving customer needs, ultimately improving customer satisfaction and loyalty. The software's robust capabilities are trusted by leading brands, highlighting its effectiveness in delivering tangible ROI through enhanced customer experience management.

Use Cases

Customers recommend Collaboration, Helpdesk Management, Onboarding, as the business use cases that they have been most satisfied with while using Smaply.

Other use cases:

  • Measuring Customer Satisfaction
  • Touchpoint Management
  • Channel Management
  • Coaching
  • Engaging And Following Up
  • Generation Of New Leads
  • Playbook Creation
See all use cases See less use cases

Business Priorities

Scale Best Practices and Enhance Customer Relationships are the most popular business priorities that customers and associates have achieved using Smaply.

Other priorities:

  • Improve Stakeholder Relations
  • Acquire Customers
See all business priorities See less business priorities

Smaply Use-Cases and Business Priorities: Customer Satisfaction Data

Smaply works with different mediums / channels such as Offline.

Smaply's features include Templates. and Smaply support capabilities include 24/7 Support, Chat Support, AI Powered, etc. also Smaply analytics capabilities include Custom Reports, and Analytics.

Reviews

"Smaply is one of the best platforms in the market to create service maps or customer journeys using an already developed framework steeped in best practices. Personas and stakeholder maps integrations give any team an edge when it comes to practicin...g CX." - Dennis W

Smaply, Userlane, Unless, UpMail, ServiceRocket, etc., all belong to a category of solutions that help Customer Journey and Experience. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Smaply 3.0 enables the creation of customer journey maps, service blueprints, and journey management with real-time collaboration. Users are offered guidance and flexibility; free sign-up available.

Popular Business Setting

for Smaply

Top Industries

  • Internet

Popular in

  • Large Enterprise

Smaply is popular in Internet, and is widely used by Large Enterprise,

Comprehensive Insights on Smaply Use Cases

How does Smaply facilitate Collaboration?

How can Smaply enhance your Helpdesk Management process?

How efficiently Does Smaply manage your Onboarding?

7+ more Business Use Cases

21 buyers and buying teams have used Cuspera to assess how well Smaply solved their Customer Journey and Experience needs. Cuspera uses 137 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Customer Journey and Experience needs.

Customer Testimonials

CUSTOMERS TESTIMONIALS
Smaply testimonial

Dennis W

VP of Digital & Integrated Commerce

Integer Group

Smaply is one of the best platforms in the market to create service maps or customer journeys using an already developed framework steeped in best practices. Personas and stakeholder maps integrations give any team an edge when it comes to practicing CX. Testimonial By Dennis W
Smaply testimonial

Fernando Y

Director of Global Delivery Model

PwC

Smaply acts like a platform that is intuitive and super easy to use. This greatly facilitates cross-team collaboration with internal teams and external agencies. Smaply’s outstanding customer service has been key to PwC’s adoption of CX practices and tools. Testimonial By Fernando Y
Smaply testimonial

Gerry S

Designer, Educator & Podcaster Founder

The Human Centered Design Network

Having Smaply as a partner in my journey was so valuable to my practice as a service designer. It really relieved me of so much cognitive overhead as I knew where the high-fidelity doing was going to live. Also, compared to other tools, it does all the important things better and remains consistent.... An awesome tool for UX, Product Managers and Service Designers.

Testimonial By Gerry S
CUSTOMERS TESTIMONIALS
Smaply testimonial

Dennis W

VP of Digital & Integrated Commerce

Integer Group

Smaply is one of the best platforms in the market to create service maps or customer journeys using an already developed framework steeped in best practices. Personas and stakeholder maps integrations give any team an edge when it comes to practicing CX. Testimonial By Dennis W
Smaply testimonial

Fernando Y

Director of Global Delivery Model

PwC

Smaply acts like a platform that is intuitive and super easy to use. This greatly facilitates cross-team collaboration with internal teams and external agencies. Smaply’s outstanding customer service has been key to PwC’s adoption of CX practices and tools. Testimonial By Fernando Y
Smaply testimonial

Gerry S

Designer, Educator & Podcaster Founder

The Human Centered Design Network

Having Smaply as a partner in my journey was so valuable to my practice as a service designer. It really relieved me of so much cognitive overhead as I knew where the high-fidelity doing was going to live. Also, compared to other tools, it does all the important things better and remains consistent.... An awesome tool for UX, Product Managers and Service Designers.

Testimonial By Gerry S

Case Studies

Design

CASE STUDY USECON

USECON used the ExperienceFellow tool to study employee experience. The company wanted to improve staff satisfaction and test the tool for future client projects. Employees recorded daily touchpoints... over three weeks using the mobile app. USECON used reminders and incentives to boost participation. The project helped identify ways to improve internal processes and employee satisfaction.

Hospitality

CASE STUDY Upper Austrian Tourist Board

ExperienceFellow helped the Upper Austrian Tourist Board improve tourism services. They used the app to study winter sports in Dachstein Salzkammergut and the Danube cycle path. Guests shared their j...ourneys using mobile ethnography. The project found guests often traveled outside the main region, leading to new partnerships. The tourist board fixed brochure errors based on guest feedback. They collected 15 customer journeys and up to 42 touchpoints per participant.

Education

CASE STUDY A US university (graduate program in public health)

Smaply helped a US university use journey mapping to improve student retention. Graduate public health students mapped the student journey to find why students drop out. They focused on curriculum, f...inancial, and social challenges. Teams interviewed current and former students, analyzed data, and used strategic planning tools. They created action plans and KPIs to track progress. The project aimed to lower dropout and transfer rates and boost graduation rates.

Research

CASE STUDY Design researcher (Central Park navigation study)

ExperienceFellow helped a design researcher study how people navigate Central Park. The researcher used the mobile app for participants to log their experiences and GPS data. The web-based software l...et the researcher analyze touchpoints, emotions, and routes. The tool made it easy to collect and visualize data from the diary study. The project focused on finding navigation patterns and pain points for park visitors.

Events Services

CASE STUDY Meeting Professionals International (MPI)

Smaply helped Meeting Professionals International (MPI) redesign their flagship event, the World Education Congress (WEC18). MPI used the #EventCanvas methodology to create a user-centric event desig...n. The team ran design sprints, prototyped options, and aligned stakeholders. The new event format improved engagement and sparked new ideas for attendees. MPI's approach set a new standard for event design in the industry.

Restaurants

CASE STUDY A newly opened bistro style restaurant (unnamed)

ExperienceFellow helped a newly opened bistro style restaurant study customer experience. The challenge was to understand guest perceptions and improve service. The team used mobile ethnography to co...llect real-time feedback from 50 guests, gathering 196 touchpoints. Over 80% of feedback was positive, especially for food, ambience, and service. Negative feedback focused on beverages, music, and waiting times. The research led to actionable recommendations for management.

Video

Journey mapping with Smaply

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Peers used Smaply for collaboration and helpdesk management

Smaply Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
Custom Reports

4.57/5

Read Reviews (54)
Analytics

4.30/5

Read Reviews (13)
CAPABILITIES RATINGS AND REVIEWS
Custom Reports

4.57/5

Read Reviews (54)
Analytics

4.30/5

Read Reviews (13)

Software Failure Risk Guidance

?

for Smaply

Top Failure Risks for Smaply

More than Metrics GmbH Profile

Company Name

More than Metrics GmbH

Company Website

//smaply.com

HQ Location

Sterzinger Strasse 1, Innsbruck, Austria 6020, AT

Employees

NA

Social

Financials

NA