MoEngage’s customer journey orchestration suite, Flows, helps brands map customer journeys and build memorable customer experiences.
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|Bonus Content For Building A Customer Journey |
MoEngage’s recent Global Consumer Trends Report 2023 states that more than 50% of consumers engage with 3-5 channels before making a purchase.
A customer journey is a collection of interactions between your customers and your brand or product.
Customer journey paths include interactions your customers have over multiple channels, such as Emails, Push Notifications, Text Messages (SMS), In-app Messages, WhatsApp, and more.
A typical customer journey starts with social media or search engine interactions, either organically or via paid promotions. Few customer journeys also begin with a referral from an existing customer.
It is important to note that customer journeys do not end with a purchase or a conversion. Leading brands ensure that customer journeys extend post-purchase to ensure customers are retained for longer and come back to their products for repeat purchases.
Modern consumer behavior has evolved over time, becoming increasingly erratic.
According to MoEngage’s recent Personalization Pulse Check Report, 12.46% of consumers switch brands when they receive irrelevant communication.
Here are the common challenges brands face when mapping customer journeys:
Data should always be at the heart of designing great customer journeys.
A lack of insights into customer journeys significantly threatens personalized customer experiences.
Without knowing how customers interact with your brand or product, brands make decisions to optimize experiences based on hunches and gut feelings, not data.
Mapping a customer journey and automating it should not be an activity that frustrates marketers and takes hours to execute.
Additionally, marketers and product managers should not have to rely on engineering teams to help them build customer journeys.
Ensuring consistent messaging on multiple channels that are part of a single customer journey can become tedious as the number of channels increases.
On top of the multiple channels, as a brand, you send customers two types of communication – transactional and promotional, adding more nuances to designing a seamless customer journey.
Consumers expect personalized experiences at every interaction with a brand.
True personalization can be achieved with advanced segmentation based on customer attributes and behavior.
But without an automated journey builder and a strong analytics suite, brands miss out on personalization opportunities or spend too much time building their own solution.
Understanding the customer journey of your platform plays a key role in improving customer experience and optimizing it for maximum engagement.
Marketers and product managers need to know:
Over a million Brazilians rely on Empiricus for investment consultations. With close to 2 million readers, Empiricus delivers investment recommendations to retail investors.
The team at Empiricus set up a customer journey to ensure seamless onboarding but noticed a huge drop-off when their customers opened the app for the first time.
The team then used MoEngage’s User Path Analysis to gather insights into their onboarding journey in the mobile app and noticed a significant drop-off during the journey and decided to run an A/B test that involved changing the onboarding journey steps.
Thanks to this data-driven approach, Empiricus improved conversions by 45% and increased the number of app sessions by 20.3%!
MoEngage’s customer journey orchestration suite, Flows, houses multiple features that are invaluable to building personalized experiences and automating customer engagement efforts.
With Flows, brands can:
Here’s a deep-dive into the multiple features that make MoEngage Flows the best customer journey builder:
MoEngage’s no-code visual journey builder (Canvas) helps marketers and product managers remove dependencies on the engineering team to build customer journeys.
With a drag-and-drop builder, marketers, and product managers can get a holistic view of the customer journey and the
This information can be used to identify opportunities to optimize and increase the efficiency of customer journeys.
Marketers and product managers can also view the performance of a customer journey on this canvas in a single view.
Marketers and product managers can leverage MoEngage Flows to build customer journeys with multiple touchpoints.
Here is a list of all the communication channels available:
Using MoEngage Flows, marketers and product managers can also build and optimize a customer journey with communication sent over one channel only.
With MoEngage’s Wait For/Till feature, marketers and product managers have better control over when their customers reach a new Flow Stage. This helps in sending the right communication at the perfect time.
Common use-cases of MoEngage’s Wait For/Till
MoEngage’s Go To feature helps marketers and product managers send customers to any existing Flow Stage, avoiding duplication of stages and making the customer journey very complex.
With MoEngage’s A/B Split, marketers and product managers can run experiments on multiple test cases on the fly.
Conditional Split helps marketers and product managers take decisions based on customer attributes and behavior.
Common use-cases of MoEngage’s A/B Split and Conditional Split
MoEngage’s Intelligent Path Optimzer feature automatically moves customers in a journey to the winning branch of A/B or Multivariate tests.
Common use-cases of MoEngage’s Intelligent Path Optimizer
Next Best Action (NBA) in Flows is an industry-first feature from MoEngage.
NBA helps marketers and product managers send omnichannel campaigns to each customer segment on their most preferred channels.
It also helps determine the best time to maximize conversions, reducing overall marketing spending.
For every customer’s journey, NBA intelligently analyzes engagement behavior and draws insights. Based on these insights, NBA decides the best channel and time to send a message to a customer.
Common use-cases of MoEngage’s Next Best Action
With MoEngage’s Multiple Conversion Goals feature, marketers and product managers can keep a check on the intermediate and final goals of a customer journey.
This ensures that customers that have already proceeded to the latter stages of their journey are not spammed by irrelevant communication.
A marketer at an E-commerce platform can analyze customers who have added items to their carts or wishlists and send them offers instead of customers who have already purchased an item.
A product manager of a Banking mobile app can remove customers from their onboarding journey as soon as the new customers complete their KYC Process.
Marketers and product managers can leverage MoEngage’s Revenue Tracking feature to gain better visibility on the monetary impact of their campaigns in the customer journey.
Consumer expectations are higher than ever.
The top expectations consumers have from brands are to deliver excellent service and relevant communication. And any brand that fails to deliver a seamless customer experience ends us losing customers immediately!
Every customer expects a personalized customer journey.
So, where does that leave brands?
While there are solutions that can help marketers and product managers map and build customer journeys, MoEngage’s customer journey suite, Flows, stands out.
If you’re looking for a customer journey builder that helps connect multiple channels together, run A/B tests, gather insights, and save time and resources, request a demo of MoEngage Flows now!