02 · Evaluate
Evaluate
How do they compare options without talking to sales yet?
After the yes
Support
What Support feels is stuck, and who still owns it.
Scenes they enter
B2B complex sale
04 · Onboard
Onboard
How do they reach first value before enthusiasm fades?
05 · Adopt
Adopt
What keeps the product or service in weekly use?
- Pain
- ticket pile, no takeover
- Job
- Resolve quickly, escalate cleanly, and keep answers consistent with policy and product truth. HEA-World is not a contact-centre replacement.
- Unstuck by
- Best when support resolution, inbox workflow, and escalation are the primary job.
- Still owns
- Support
- Way
- Intercom Fin
Scenes they enter
SME service customer
02 · Enquire
Enquire
Can they get a straight answer without waiting for office hours?
04 · Deliver
Deliver
Does the work match what the website promised?
05 · Care
Care
When something is off, how fast do they feel heard?
- Pain
- ticket pile, no takeover
- Job
- Resolve quickly, escalate cleanly, and keep answers consistent with policy and product truth. HEA-World is not a contact-centre replacement.
- Unstuck by
- Best when support resolution, inbox workflow, and escalation are the primary job.
- Still owns
- Support
- Way
- Intercom Fin
06 · Repeat
Repeat
What makes coming back easier than finding someone new?
Scenes they enter
SaaS product journey
02 · Try
Try
What happens in the first session — and who helps if they stall?
03 · Activate
Activate
What is first value, and how do you know they hit it?
04 · Subscribe
Subscribe
What removes doubt at the paywall or upgrade?
05 · Use
Use
How do they get unstuck without opening a ticket they will regret?
- Pain
- ticket pile, no takeover
- Job
- Resolve quickly, escalate cleanly, and keep answers consistent with policy and product truth. HEA-World is not a contact-centre replacement.
- Unstuck by
- Best when support resolution, inbox workflow, and escalation are the primary job.
- Still owns
- Support
- Way
- Intercom Fin
Scenes they enter
Agency–client engagement
01 · Brief
Brief
How does the real problem show up before the RFP language?
03 · Kickoff
Kickoff
How do you lock outcomes, not just a scope PDF?
04 · Deliver
Deliver
Where does work get reviewed so nobody is surprised?
Scenes they enter
Ecommerce & retail digital
02 · Consider
Consider
What answers the size, fit, or ‘is this for me’ question?
04 · Receive
Receive
Does delivery and unboxing match the ad they clicked?
- Pain
- ticket pile, no takeover
- Job
- Resolve quickly, escalate cleanly, and keep answers consistent with policy and product truth. HEA-World is not a contact-centre replacement.
- Unstuck by
- Best when support resolution, inbox workflow, and escalation are the primary job.
- Still owns
- Support
- Way
- Intercom Fin
05 · Care
Care
Returns, defects, ‘where is my order’ — who answers at 21:00?
- Pain
- ticket pile, no takeover
- Job
- Resolve quickly, escalate cleanly, and keep answers consistent with policy and product truth. HEA-World is not a contact-centre replacement.
- Unstuck by
- Best when support resolution, inbox workflow, and escalation are the primary job.
- Still owns
- Support
- Way
- Intercom Fin
06 · Reorder
Reorder
What makes the second order easier than the first?
Scenes they enter
Partner & channel revenue
01 · Recruit
Recruit
Who should be in the programme — and why would they join?
02 · Activate
Activate
What gets a partner deal-ready before they embarrass both sides?
What they owe the next person
Handoffs.
One way this gets unstuck
Pain first.
- Pain
- ticket pile, no takeover
- Job
- Resolve quickly, escalate cleanly, and keep answers consistent with policy and product truth. HEA-World is not a contact-centre replacement.
- Unstuck by
- Best when support resolution, inbox workflow, and escalation are the primary job.
- Still owns
- Support
- Way
- Intercom Fin