Which of the following is NOT part of a modern customer journey to get help for a product or service?

The correct response identifies an aspect that is not typically part of a modern customer journey for obtaining help with a product or service.

Walking into a store and filing a warranty claim may seem like a traditional method of customer service, but in the context of a modern customer journey, it is less prevalent. Today, customers often prefer digital interactions that allow them to seek help without needing to physically visit a store, as they can utilize various online channels or apps.

Modern customer service emphasizes convenience and accessibility, often favoring solutions that can be managed online or through automated systems. This shift reflects broader trends in consumer behavior where proactive and self-service options are increasingly prioritized.

In contrast, other options represent well-adopted features of the customer journey today. Automated bots and mobile apps provide immediate assistance and troubleshooting capabilities that align well with customer expectations for quick and efficient service. Additionally, what occurs after a customer’s issue is resolved is inherently part of a customer journey, as it pertains to engagement and follow-up, which are critical to building customer loyalty and satisfaction.