Define the customer journey map for creating a customer care team for a Shopify app.

The customer journey map for our app can be defined as follows:

Awareness

• The customer becomes aware of our app through various channels, such as the Shopify App Store, online reviews, or social media.
• The customer visits our website or landing page to learn more about the app.
• The customer reads reviews and testimonials from other Shopify merchants who have used the app.
• The customer watches videos or demos of the app to see how it works.

Consideration

• The customer compares the Shopify app to other similar apps.
• The customer reads customer support articles and FAQs to learn more about the app's features and benefits.
• The customer schedules a demo with the our customer care team to learn more about the app and how it can help them achieve their business goals.
• The customer signs up for a free trial to test it out before committing to a paid subscription.

Purchase

• The customer decides to purchase the subscription.
• The customer creates an account with the app and enters their payment information.
• The customer downloads and installs the app on their Shopify store.
• The customer configures the app to meet their specific needs.

Post-Purchase

• The customer starts using the app to manage their business.
• The customer receives support from the customer support team as needed.
• The customer provides feedback on the app and suggests improvements.
• The customer becomes a loyal customer and recommends the app to other merchants.

Also the customer journey map for our customer care team can be defined as follows:

Awareness

• finding contact information on the website and in the app itself. 
• Finding multiple ways to contact customer support, such as phone, email, live chat, and social media. 

Consideration

• Finding clear and concise instructions on how to use customer support features on the website and in the app itself.
• Watching video tutorials or screen recordings that show how to use the features. Offer self-help resources, such as a knowledge base or FAQ page.
• Asking questions from customer team and receive clear and concise answers. 

Purchase

• Having a demo session with support before buying it. 
• Asking questions from customer team and receive clear and concise answers. 

Post-Purchase

• Opening a support ticket to solve their problems.
• Receiving answers promptly and professionally. Customers are updated on the status of their tickets.
• Rating responses to get feedback to customer team