Journey: a use case for automating an onboarding process

Journey is a new feature that enables the complete orchestration of consumer interactions across all your marketing channels, including email, mobile, and more. It connects different actions or communications and allows you to design a seamless and consistent experience across all channels to maintain a unified customer journey, fostering loyalty and retention.

Why automate your onboarding process?

Registering a new customer represents a pivotal moment in the user journey. It is the first formal interaction between the customer and the brand, and if this step is too complex or slow, the risk of abandonment increases, potentially leading to the loss of new customers.

By integrating automated actions and notifications at each stage, you reduce friction, strengthen the customer relationship from the start, and promote long-term engagement.

Onboarding in Journey

Journey in this use case is set to run daily, targeting everyone who created a customer account the previous day.

Then, at regular intervals, different emails are sent:

  • The first email offers a promo code to encourage a first purchase, followed by a reminder two days later to those who haven’t opened the first email.
  • The second email invites the customer to subscribe to the newsletter.
  • The third email is only sent to loyalty program members, suggesting they add their loyalty card to their wallets. This email is followed by a notification directly in the wallet for those who successfully added their card.
  • The final email encourages the customer to download the mobile app.

Did you know?

  • If you don’t have imagino Campaign, Journey allows you to orchestrate a customer journey through Activations (Messaging, Segment Export, etc.). It’s important to integrate the logs (opens, clicks, etc.) from Activations into imagino’s Communication History to fully leverage Journey’s target filtering capabilities. Make sure to track your campaign responses to make the most of Journey’s filtering features.
  • Keep in mind that the goal of the imagino Journey is to closely align with the real-world business needs of our clients. Therefore, the necessary data configuration work throughout the journey must be completed in advance.

Our Upcoming Goals for Journey

Journey Reports

New screens will soon be available to better visualise customers’ journeys within the Journey feature. These will allow you to analyse each key step of the user experience to optimise engagement and identify areas for improvement.

Trigger Journey

By enabling the triggering of a Journey through events, we aim to incorporate real-time capabilities, allowing you to orchestrate a more dynamic customer journey. This will account for transactional events such as membership sign-ups or detecting abandoned carts.

Visit the product documentation site for more information. Include a personalised instance link if possible, otherwise just the phrase.