Session 3: Start Customer Journey

Created by NotifyVisitors Team, Modified on Wed, 26 Jul 2023 at 04:21 AM by NotifyVisitors Team

This is the third session in our Onboarding Series that will help you understand the user journey.

In this article, you will learn:

What is journey mapping

Why is journey mapping important

Journey mapping overview on NotifyVisitors

How to setup journey mapping

What is journey mapping

Journey mapping allows you to visualize an individual’s relationships with a product/brand over time. It serves as a timeline of all touchpoints between users and a product and includes information about all channels users use to interact with a product.

Why is journey mapping important

Customer journey mapping is important as it is a strategic approach to understanding customers' expectations in a better way. It also helps you to optimize their experience. Since customers' expectations are changing, they demand an omnichannel approach to customer service, marketing, and sales.

Mapping a customer journey offers several benefits such as:

  • Develop a logical order for your buyer journey.
  • Help you to optimize your customers' onboarding process .
  • Keep a check on customer expectations against the experience they get.
  • Knowing the differences in buyer personas when they move from prospect to conversion through the buying funnel.

Journey mapping overview on NotifyVisitors

Journey mapping involves four different stages viz.

  1. Triggers: Triggers allow you to determine when or on what action the journey will begin for the customer.
  2. Actions: Here you can determine what kind of notifications (Email/ SMS / Push) you want to send to the user whenever they complete a certain event or move to another stage.
  3. Conditions: It helps you determine when you want to share the notifications, for instance, a user moves from stage A to stage B, now you need to decide on what condition you want to send a notification to a user when he is reaching point B or when he reached point B.
  4. Flow Control: It allows you to control the flow in case a user has already completed a journey without going through any touchpoints. In that case, there is no point in sending notifications to them. Also, you can create a timeline for this, if they complete their journey before that, you can stop the flow.

How to setup journey mapping

To get started with NotifyVisitors journey mapping:

Navigate to the NotifyVisitors Dashboard > Journey > Create New Journey.

You can create a journey in two ways:

Create from scratch

Here you can create a blank template by selecting a journey flow - workflow/sequence.

  • Workflows: A workflow journey is a complex journey where you can use different triggers and conditions to move the contacts through the journey. The journey can branch out into multiple paths based on different conditions, and each path can have different actions and messages.
  • Sequences: A sequence journey is a simpler journey where you send a series of messages to your contacts at predetermined intervals. It is a linear journey where each contact goes through the same sequence of messages.

Whichever journey you choose to build, you need to enter the basic details like the journey name. Now, you can create your journey manually or choose from a predefined workflow depending on your requirements.

To know how to build a journey, click here.

Using predefined templates

NotifyVisitors provides standard pre-defined templates to create a journey.

We offer other pre-defined templates that you can browse by goals and types.

1.  Browse by goals 

  • Recover Visitors: Recover visitors by offering incentives such as discounts, free shipping etc.
  • Winback Series: Re-engage inactive customers who haven't placed any orders for a long time.
  • Build Customer Loyalty: Promptly respond to customer inquiries by sending feedback mails post-purchase.
  • Send Messages: Dispatch strategically timed messages to subscribers in order to convert them into customers.
  • Re-activate Customers: Re-engage inactive customers who haven't placed any new orders for the past two months.
  • Cross Sell: Advertise additional or related products to customers who intend to purchase a certain product in order to boost revenue.

2.  Browse by types 

  • Browse Abandonment: Explore more possibilities by browsing the abandonment series now.
  • Post Purchase: Convert one-time buyers into repeat purchase customers with compelling offers.
  • Transactional: Keep track of the emails that are sent to a recipient following a commercial transaction.
  • Cart Abandonment: Drive sales by creating a sense of urgency and recovering abandoned shopping carts.
  • Special Occasions: Celebrate special occasions like birthdays or holidays by creating special occasion series.
  • Welcome Series: This particular series welcomes all the new subscribers and ensures that those who are just beginning their journey get identified.

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