Use case
Automated customer journeys
Send the right message when something happens, without anyone pressing send.
Automated journeys send messages based on what a customer does or what changes in your systems: a welcome after sign-up, a nudge after an abandoned cart, a follow-up after delivery. Simple rules cover a lot of ground. Complex branching across many channels may call for a dedicated journey tool connected to your messaging provider.
What matters when choosing
- Triggers from your website, app, store or CRM, sent as events or webhooks (automatic notices between systems).
- Clear rules with waits, conditions and exits when a customer replies or buys.
- Consent and frequency limits applied automatically to every journey.
- A choice of channel at each step, with fallback when one is unavailable.
- Reports showing where people drop out and what each journey achieves.
Questions to ask providers
- Which events can start or stop a journey, and how do they reach you from our systems?
- How do you stop one customer receiving too many messages from overlapping journeys?
- Can non-technical staff build, test and change journeys safely?
Common mistakes
- Building many overlapping journeys that flood the same customer.
- Journeys with no exit, which keep sending after the goal is reached.
- Automating a process that does not yet work well when done by hand.
Typical channels: Email SMS WhatsApp Push notifications In-app chat RCS
Listings that fit (7)
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- InfobipSolves: Automated customer journeysStrong match100
- Bird (formerly MessageBird)Solves: Automated customer journeysStrong match100
- UnifonicSolves: Automated customer journeysStrong match100
- respond.ioSolves: Automated customer journeysStrong match100
- Kore.aiSolves: Automated customer journeysStrong match100
- Webex Connect (Cisco)Solves: Automated customer journeysStrong match100