When you acquire new customers, there are always specific actions you’ll want them to perform to regard them as active customers. Beyond being active, you’d want to retain these new customers over a long time, increasing their customer lifetime value for your business.
From getting them to perform their first action, such as creating a wallet, booking a ticket, or completing their onboarding and KYC, to performing recurring transactions with your app.
To make all these possible, you need to communicate and guide your customers by nudging them to take action. It has to be timely and proactive, leveraging the right engagement channel.
Most customers create an account and are stuck in the onboarding stage, others may have initiated just one transfer and stopped using your app while most don’t know about key features and offers on your platform.
For customers who are stuck in onboarding, you want to get them to complete their onboarding, for inactive ones, you want to reactivate them while also helping those customers who don’t know about your key features and offers discover them.
If you send the same emails, sms, or push notifications to all your customers, you risk losing them because they will not be in the same stage of your product adoption or usage, requiring personalized and tailored communication.
Automating customer journeys can help you personalize the customer personalized customer experience at scale, fostering loyalty, and boosting engagement.
Customer journey automation allows you to provide a seamless experience where every customer interaction and engagement is tailored just for them.
It’s the process of automating key touchpoints along the customer lifecycle, from initial awareness to post-purchase interactions. This involves triggering personalized messages based on user behavior, preferences, and lifecycle stage.
Why is Customer Journey Automation Important?
Here are key reasons why you need to start automating your customer journey
- Boosts Engagement: Customer journey automation ensures you send relevant messages at the right time to keep customers interested and informed, leading to increased customer engagement.
- Increases Conversions: Personalization is central to customer journey automation, guiding customers through the conversion funnel and driving conversion.
- Improves Customer Retention: Customer retention is just as important as customer acquisition. Nurturing relationships and providing personalized experiences are key to keeping customers engaged and reducing churn.
- Streamlines Operations: By automating repetitive tasks like welcome emails, win-back campaigns, and reminders, you enable your team to focus on other strategic efforts
Building Customer Journey Automation with Bunce
Bunce helps you create automated message sequences to engage customers at every point in the customer journey from onboarding new customers to retaining existing ones.
To create an automated journey on Bunce, here are a few steps to follow –
- Define Your Customer Journeys: Map out the key stages of your customer lifecycle you’ll want to create automation for from onboarding, reactivation, product upselling or retention.
- Select Trigger Points: Set up triggers based on customer actions and behavior (inactive, dormant,) or events (signup, transaction successful, failed transfer )
- Build your workflow: Set up a workflow journey of what happens when an action or event is triggered. You can design the path a customer should take and what engagement efforts you want to send to them.
- Personalize Your Messages: Create targeted messages based on customer data and journey stage.
- Choose Your Channels: Select the most effective channels (email, SMS, push notifications) to reach your audience.
- Analyze and Optimize: Measure the effectiveness of your customer journeys by tracking key metrics like open rates, click-through rates, and revenue attribution. Use these insights to refine your campaigns and improve results.
Bunce empowers your marketing team with the tools to:
- Create Workflows: Build automated sequences of emails, SMS, Whatsapp, and push notifications based on triggers.
- Segment Your Audience: Group users based on demographics, behavior, or interests for targeted messaging.
- Track and Analyze Performance: Gain insights into campaign performance and optimize your journeys for maximum impact.
By leveraging customer journey automation with Bunce, you can craft personalized experiences that resonate with your audience, ultimately driving engagement and building lasting customer relationships.
Here is a tutorial video that shows how to create a customer journey automation on Bunce –