📣 Marketing, CRM & Support · Mindmap
Customer Support Channels and Tools
The channels and tools of a modern support team, from self-service to live agents to quality measurement.
Drawing diagram…
What this diagram shows
- Self-service reduces the load on agents
- Every channel feeds one helpdesk
- Quality is measured, not guessed
Prompt used
Mind map of customer support: self-service (help centre, chatbot, community forum), assisted channels (email, live chat, WhatsApp, phone), agent tools (helpdesk, macros, knowledge base, CRM view), routing (skills-based, priority, SLAs), quality (CSAT, first response time, QA reviews) and feedback loop (bug reports, feature requests).
Mermaid code
mindmap
root((Customer Support))
Self-service
Help centre
Chatbot
Community forum
Assisted channels
Email
Live chat
WhatsApp
Phone
Agent tools
Helpdesk
Macros
Knowledge base
Customer 360 view
Routing
Skills-based
Priority
SLAs
Quality
CSAT
First response time
QA reviews
Feedback loop
Bug reports
Feature requestsRelated templates
Customer Data Platform
A customer data platform that joins a customer's activity from website, app, store and support into one profile, and sends audiences to marketing tools.
Helpdesk Ticket Lifecycle
The states of a customer support ticket, from creation through assignment, waiting on the customer, resolution and reopening.
Contact Centre Call Routing
How an incoming support call is routed: caller recognition, IVR menu, self-service options and routing to the right skilled agent queue.
Email Campaign Send Sequence
How a marketing email campaign is sent: audience built, consent checked, emails personalised and sent in batches, and opens and clicks tracked.
CRM Sales Pipeline Schema
Tables for a B2B sales CRM: accounts, contacts, leads, opportunities moving through stages, activities and quotes.
Marketing Funnel
How visitors flow from marketing channels to sign-ups, trials and paying customers in a month, to see which channel brings buyers, not just traffic.