You're mapping how issues, questions, and problems are handled after delivery—how help actually happens, not what the support handbook says.
Step 1: Identify Support Entry Points
List every way support requests come in:
- Support tickets
- Emails
- Phone calls
- Chat messages
- Internal escalations
Step 2: Map the First Touch
For each entry point, record:
- Who sees the issue first
- How it's logged or tracked
- How quickly it's acknowledged
Slow first responses often drive frustration.
Step 3: Track Issue Handling
Write down:
- How issues are categorized
- How they're assigned
- Who works on them
- What "resolved" means
Step 4: Identify Escalations
Mark where issues:
- Move to senior staff
- Require approval
- Bounce between teams
Escalations are high-cost moments.
Step 5: Note Tools and Information Flow
For each step, record:
- Tools used
- Information required
- Where context is lost or repeated
Step 6: Highlight Common Failures
Flag:
- Repeat issues
- Long resolution times
- Manual follow-ups
- Frustrated customers
What You Should Have Now
✅ Support Process Map
✅ Entry points and escalation paths
✅ Ownership markers
✅ Friction and failure notes
Quality Check
- Support flow is shown end to end
- Escalation paths are clear
- No "black holes" where issues disappear
- Pain points are obvious on the map
Next Step: With support mapped, you're ready to map how work moves between teams.
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