Customer Journeys

Summary

Welcome to the Customer Journey Page, your central platform for managing and organizing your marketing and transactional customer journeys. This guide will help you effectively navigate and understand the various elements on this page, empowering you to streamline your customer journey management.

Overview

The Customer Journey Page is designed to offer you a comprehensive view of your marketing and transactional customer journeys. Whether you’re creating new customer journeys, refreshing your page, or performing actions on existing ones, this platform provides the necessary tools for efficient customer journey management. By default, the page displays marketing customer journeys, but you can easily switch to transactional customer journeys based on your needs.

Getting Started

The Customer Journey Page is your gateway to efficiently managing both marketing and transactional customer journeys. Begin your journey by exploring the top right corner, where you’ll find two buttons: Refresh and Create Customer Journey.

Refresh Button

Use the “Refresh” button to update the page and ensure you have the latest information at your fingertips.

Create Customer Journey Button

The “Create Customer Journey” button allows you to start creating a customer journey based on your current selection (marketing or transactional). However, you can always change your mind and switch between these types to suit your specific customer journey needs.

Customer Journey Types

Marketing Customer Journeys

Marketing customer journeys are designed for promotional campaigns, customer engagement, and lead nurturing activities. Important: Marketing journeys only go to opted-in customers who have consented to receive marketing communications.

Transactional Customer Journeys

Transactional customer journeys handle automated responses, order confirmations, and other transaction-based communications. These journeys are sent to all customers regardless of their marketing preferences. Important: Take care to ensure you do not include marketing material in transactional journeys.

Customer Journey Information

The customer journey table displays all journeys of the selected type (marketing or transactional). Each journey entry provides comprehensive details about its structure and performance:

• The number of steps within the customer journey
• The activities that will be performed in each step
• Which steps are currently in progress
• Which steps have been completed
• The total number of times the customer journey has been executed

Customer Journey Actions

The available actions for each customer journey, regardless of its type, are: Edit and Delete

Edit Action

Use the “Edit” action to make modifications to your customer journeys, ensuring they remain up-to-date and aligned with your campaign goals.

Delete Action

The “Delete” function allows you to remove customer journeys that are no longer relevant or needed, keeping your customer journey space organized and efficient.

Creating a Customer Journey

When creating a new customer journey, you’ll go through several steps:

1. Customer Journey Type Selection: Choose between marketing or transactional
2. Basic Information: Provide name and description
3. Trigger Setup: Define what initiates the customer journey
4. Step Configuration: Add and configure customer journey steps
5. Review and Activate: Final review before activation

Customer Journey Management Features

Step Management

Each customer journey consists of multiple steps that can be:

• Added or removed
• Reordered
• Configured with specific conditions
• Monitored for performance

Execution Tracking

Monitor how many times each customer journey has been executed and track performance metrics.

Status Monitoring

Keep track of which steps are:

• In progress
• Completed
• Pending
• Failed

Best Practices

• Clear Naming: Use descriptive names for easy identification
• Regular Review: Periodically review customer journey performance
• Step Optimization: Ensure each step adds value to the customer journey
• Testing: Test customer journeys before full deployment

Summary

The Customer Journey Page is designed to streamline your customer journey management, whether they are marketing or transactional. It provides a user-friendly approach to creating, editing, and maintaining your customer journeys.

You can efficiently organize and optimize your customer journey strategy, making it an indispensable tool for professionals looking to enhance their customer journey operations.