For marketers, it's very important how easily and perfectly you can implement the customer engagement strategy that you have in mind. That's where Growlytics journeys help you to visually build logical workflows using journey designer, a drag and drop tool where you can define and connect different logical blocks like checking for user segment, sending messages, waiting for time, etc.
To go forward, we will take an example of an abandoned cart journey. We will be drafting a journey to target those customers who added products to the cart but didn't make any purchase. After adding an item to the cart, if they don't make a purchase, we will send him an email. If he doesn't purchase within 24 hours, we will send him a WhatsApp reminder if the customer is our loyal customer, otherwise, we will send him an SMS.
Step1: Crete Journey
To create a journey, you can follow below steps:
Login to your Growlytics Dashboard.
From the sidebar, select Journeys, a journey list page will open.
On the Journey List page, click on the "Create Journey" button.
A new journey draft will be created and you will be asked to use any existing templates to use for a quick start. You can select a suitable template or you can start designing your journey from scratch.
Step2: Defining Journey Steps
Once the journey created, the next step is to implement your workflow strategy using journey editor. Journey editor is basically a drag & drop editor to visually implement your workflow strategy.
Step 3: Define Journey Entry Point
The first step of the journey will be the entry step, entry step is nothing but an event that will start the journey. When the customer will perform the action mentioned in the journey, a journey will start for that customer. In addition to specifying the event to start the journey, you can also mention event filters in case if you want to only run the journey when the event's property values are matching.
For our example, we will use "Add To Cart" as an entry point. Also, let's say you only want to run the journey if the price of the item added to the cart is more than $100. In this case, you can specify the "Add To Cart" event and mention a filter having a cart value of more than $100.
Step 4: Add Wait Block (To wait for 4 hours and check if the customer has made a purchase)
After defining the entry point, we will add a "Wait For Event" step. Wait For Event step is used to wait for a given time and see if the customer is doing anything in a given time. We can take further actions based on whether the customer is taking any action or not.
For our abandoned cart journey, we will add the "Wait For Event" step, and the event to wait for will be "Purchased". The purchased event represents a customer placing an order on your site. We will keep the wait time to 4 hours.
Step 5: Add Send Email Block (To send abandoned cart email after waiting for 4 hours)
After adding the wait step, next we will add the "Send Email" step. With Send Email step, you can send an email to the customer with abandoned cart item details.
Click here to learn more about drafting personalized journey emails.
Step 6: Add Wait Block (To wait for 24 hours after sending abandoned cart email)
After defining the send email step, we will add a "Wait For Event" step again. This time we will wait for 24 hours and see if the customer is making any purchase or not. The event to wait will be "Purchased" and the wait time will be 24 hours.
Step 7: Add Past Behaviour Block (To Check if the customer is loyal or not)
After adding 24 hours wait block, we will add the "Past Behaviour" block. Past Behaviour is basically a condition block that allows you to treat customers differently based on customer's attributes or past behaviour.
For our example, the condition for past behaviour will be, those customers who have made 3+ order from our website in the last 3 months. After configuring Past Behaviour Node, we will map step result "Yes" to "Send WhatsApp" step and result "No" to "Send SMS" step.
Step 8: Add "Send WhatsApp" Block (To send abandoned cart WhatsApp to loyal customers)
After adding the Behaviour step, next, we will add the "Send WhatsApp" step to send an abandoned cart WhatsApp message.
Click here to learn more about drafting personalized journey messages.
Step 9: Add "Send SMS" Block (To send abandoned cart SMS to non-loyal customers)
After adding the Behaviour step, next, we will add the "Send SMS" step to send abandoned cart SMS.
Step 10: Saving Draft
While you are creating a journey, do keep saving the journey draft to make sure you are not losing any journey changes.
Step 11: Publishing Journey
Once you have finalized the journey steps and journey campaign contents, you can publish the journey.
Once the journey is published it can not be edited. So make sure, you are reviewing the journey thoroughly before you publish the journey.
Journey campaign contents can be changed later if you want, but adding new steps and removing journey steps won't be possible once the journey is published.