Customer Journeys help you automatically engage with customers at the right time, with the right message, based on their behavior and interactions with your brand.
Journeys are automated, multi-step campaigns triggered by specific customer actions or time intervals. They are designed to guide customers through the customer lifecycle, increase engagement, encourage repeat visits, and strengthen loyalty.
Also known as: Drip Campaigns
Why Use Customer Journeys?
Customer Journeys help you:
Increase customer engagement
Drive repeat purchases
Build long-term loyalty
Re-engage inactive customers
Encourage reviews and feedback
Educate customers about rewards and promotions
Automate communication and reduce manual work
How Customer Journeys Work
A journey is made up of:
Triggers
Events that start the journey, such as:
Customer sign-up
First purchase
Birthday
No visits for a certain period
Order completion
Actions
Automated messages sent after the trigger, including:
SMS
MMS
Email
Push notifications
Delays & Timing
Messages can be sent:
Immediately
Hours later
Days later
Based on customer activity
Incentives
Coupons and rewards can be added to encourage desired actions and improve conversion rates.
Examples:
% discounts
Free items
Points offers
BOGO deals
Best Practices
Key Point #1 – Follow Up Quickly
After every important customer action, follow up promptly with a notification or offer to maintain engagement and keep your brand top of mind.
Recommended channels:
SMS
MMS
Email
Push notifications
Key Point #2 – Use Incentives Strategically
Adding a reward or coupon can significantly improve customer response rates and encourage desired behaviors.
Examples:
Encourage the first purchase
Bring customers back after inactivity
Reward loyalty milestones
Promote new menu items
Getting Started
To enable the Journeys feature, please contact your CS or Support team.
Once enabled:
Pre-built journey templates will automatically be created for you
You can customize existing journeys
You can also create fully custom journeys
Journeys can be managed under the Marketing+ section.
Automatically Created Journey Templates
The automatic setup includes basic templates for the following journeys:
Welcome Journey
Goal:
Welcome new subscribers and introduce them to your brand.
Example Flow:
Trigger 1 – Immediately After Sign-Up
Send a welcome message or email
Introduce the brand and rewards program
Trigger 2 – 48 Hours After Sign-Up
Highlight exclusive member benefits
Showcase sign-up offers or coupons
Encourage the first order
Activation Journey
Goal:
Engage customers who signed up but have not yet placed their first order.
Recommended Actions:
Send reminders
Highlight best-selling items
Offer a first-order incentive
Drive to Second Purchase
Goal:
Encourage customers to place a second order and educate them about the loyalty program.
Recommended Actions:
Promote rewards benefits
Highlight popular items
Offer a limited-time incentive
Drive to Third Purchase
Goal:
Turn occasional customers into loyal returning customers.
Recommended Actions:
Introduce upcoming rewards
Promote loyalty tiers
Encourage habit-building purchases
Review Journey
Goal:
Collect customer feedback and encourage future visits.
Recommended Actions:
Send a thank-you message after purchase
Request a review or survey
Include a return offer or reward
Lapsed Journey
Goal:
Prevent customer churn and re-engage inactive customers.
Recommended Timing:
30 days inactive
60 days inactive
90 days inactive
Recommended Actions:
Offer personalized incentives
Highlight new menu items or promotions
Remind customers about rewards
Special Events Journeys
Birthday Campaign
Goal:
Celebrate customer birthdays and create meaningful engagement.
Recommended Actions:
Birthday rewards
Free items
Limited-time birthday offers
Anniversary Campaign
Goal:
Celebrate customer milestones and loyalty anniversaries.
Recommended Actions:
Thank-you rewards
Loyalty recognition
Special anniversary offers