A buying journey is the process your customer goes through from when a need arises to the purchase itself, any changes and questions regarding orders and delivery. The buying journey can then continue into a deeper relationship. The process exists in both B2B and B2C, the difference often lies in how complicated it is, how much time is spent on it, and how many people are involved in it.

When a customer contacts the support team to ask for information about a product, this usually indicates an interest in buying that product. Smart AI tools can identify the sales trigger and label the ticket for quick routing to the right channel. By automatically identifying such tickets, your company can increase conversion rates significantly.