JourneyTrack

JourneyTrack is a cloud-based (SaaS) enterprise collaboration suite to understand, track, and prioritize the Customer Experience. Put simply, it is about turning support emails and chats into tickets with owners, priorities and SLAs.

It makes the most sense for support teams from two people to hundreds. They also list Analytics, Consumer Research, Customer Service, Financial Services and Health Care, so expect those to show up in the feature set. They are a mid-sized team, 51 to 200 people, which usually shapes who they work with.

JourneyTrack is based in Wilmington, Delaware and around since 2021. Their site is journeytrack.io.

Things worth asking about: channel coverage, automation rules, and per-agent pricing. Get the renewal terms in writing before the first invoice.

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