Customer journeys
Customers who started a conversation or called in November 2026
Customers from the last 7 days are still inside their follow-up window, so repeat contacts, callbacks and repeat calls read low until it ends.
Reached a person
44.7%
Resolved
22.2%
Sent to another department
29.6%
Closed with no human reply
26.2%
Came back within 7 days
23.5%
Callers missed on the first call
100.0%
How contacts are handled?Swim-lane maps of who does what at each step, from October 2026 data. They open in a new tab and can be exported as images.
All contacts, from channel to outcome?Customer-started chats and emails in the tech support queues or handled by the tech support agents. Band width is the number of conversations; hover a block to trace it. A handoff counts when a person assigns the conversation to a team or colleague outside tech support. The bot's EscalatedTechnical tag is routing, not an escalation.
Journey types?Medians. Reopened: a real customer message within 24 h of the first close (a thank-you alone does not count). Came back: a new conversation from the same customer within 7 days.
| Journey type | Conversations | Share | Wait for first human reply | Time to close | 2+ people replied | Reopened within 24 h | Came back within 7 days | Customer messages | Started out of hours |
|---|---|---|---|---|---|---|---|---|---|
| Still waiting | 88 | 29.1% | - | - | - | - | 9.1% | 2 | 63.6% |
| Closed without a reply | 61 | 20.2% | - | 3 min | - | - | 82.0% | 1 | 18.0% |
| Still open | 49 | 16.2% | 18 min | - | 10.2% | 0 | 6.1% | 4 | 30.6% |
| Sent to Billing | 30 | 9.9% | 18 min | 3.2 h | 73.3% | 1 | 3.3% | 5 | 23.3% |
| Resolved | 30 | 9.9% | 9 min | 45 min | 36.7% | 5 | 13.3% | 5 | 16.7% |
| Closed by the bot | 18 | 6.0% | - | 24.1 h | - | - | 5.6% | 2 | 44.4% |
| Closed without an outcome tag | 8 | 2.6% | 8 min | 1.2 h | 0.0% | 0 | 12.5% | 4 | 25.0% |
| Escalated to development | 6 | 2.0% | 26 min | 1.2 h | 33.3% | 0 | 16.7% | 9 | 33.3% |
| Sent to Sales | 4 | 1.3% | 48 min | - | 25.0% | 0 | 0.0% | 2 | 25.0% |
| Sent to Onboarding | 3 | 1.0% | 8 min | - | 33.3% | 2 | 33.3% | 3 | 0.0% |
| Sent to Other team | 3 | 1.0% | 12 min | - | 66.7% | 0 | 0.0% | 6 | 0.0% |
| Customer stopped replying | 1 | 0.3% | 6.0 h | 20.7 h | 100.0% | 0 | 100.0% | 9 | 0.0% |
| Escalated to second line | 1 | 0.3% | 29 min | 1.2 h | 0.0% | 1 | 0.0% | 2 | 0.0% |
By channel
| Journey type | Chat | |
|---|---|---|
| Still waiting | 78 · 33.6% | 10 · 14.3% |
| Closed without a reply | 5 · 2.2% | 56 · 80.0% |
| Still open | 47 · 20.3% | 2 · 2.9% |
| Sent to Billing | 29 · 12.5% | 1 · 1.4% |
| Resolved | 30 · 12.9% | 0 · 0.0% |
| Closed by the bot | 18 · 7.8% | 0 · 0.0% |
| Closed without an outcome tag | 8 · 3.4% | 0 · 0.0% |
| Escalated to development | 6 · 2.6% | 0 · 0.0% |
| Sent to Sales | 3 · 1.3% | 1 · 1.4% |
| Sent to Onboarding | 3 · 1.3% | 0 · 0.0% |
| Sent to Other team | 3 · 1.3% | 0 · 0.0% |
| Customer stopped replying | 1 · 0.4% | 0 · 0.0% |
| Escalated to second line | 1 · 0.4% | 0 · 0.0% |
| Total | 232 | 70 |
Where the time goes?From the first message to the final close, log scale. The bar is the middle half of conversations, the dot the median, the yellow mark the median wait for the first human reply.
Wait for the first human reply
13 min
First reply to close
34 min
First reply to handoff
<1 min
Effort and repeat contacts?People: distinct colleagues who replied in a conversation that reached a person. Each new person usually means the customer explains again.
One person replied
66.7%
Two people replied
31.1%
Three or more
2.2%
Customers who wrote 2+ times
8.2%
Reopened within 24 h
6.7%
Out of hours?New conversations per weekday and hour, Yerevan time. Shifts run 08:00-18:30 every day.
Started out of hours
35.4%
Wait for the first human reply, in shift
11 min
Wait for the first human reply, out of hours
6.5 h
Callers to the Support RU line?Each caller once, from their first call in the month, followed for 3 days. Callers are matched to Intercom contacts by phone number during the sync.
Median length of a missed call
14 s
Called again within 3 days
23.7%
Missed callers called back within a day
7.9%
Callers found in Intercom
63.2%
Phone and chat together
| First call | Phone only | Also wrote to tech support | Total |
|---|---|---|---|
| Missed | 31 | 7 · 18.4% | 38 |
| Answered | 0 | 0 · - | 0 |
One real conversation, step by step?The conversation closest to the median time of its journey type. Steps only, no message text or names. Repeated steps are merged.
Data through 03 Nov 2026 06:06 (Yerevan time).