The Intilery journey builder is a simple, easy to use, visual tool for creating customer journeys.
What is a customer journey?
A customer journey is a series of successive steps that a customer will take when interacting with your business across a number of touchpoints.
How do I create a customer journey using Intilery?
This guide will talk you through how to create a basic customer journey.
From the toolbar on the left-hand side, select the ‘Journeys’ tab.
Then select, ‘Create New Journey’ at the top of the screen.
You’ll then be able to start creating your customer journey, based on a chosen trigger.
For example, if you’ve created a marketing campaign and sent it out to an audience, the system will generate a report based on your audience’s responses to that campaign; opens, clicks, actions taken once they’ve clicked, etc.
Creating a customer journey will enable you to follow up on this campaign by allowing you to map out communications based on how your audience has interacted with the email (triggers). You may want to send follow up communication to those in your audience who received this email.
To choose a trigger, click inside the ‘Trigger’ box and you will see the following screen.
You’ll then be asked to select a trigger type. For example, if you want your journey to trigger based on a particular event happening, e.g., an email being sent, the event type is ‘Start when one of a number of events occurs’. You’ll then be able to select the event from the dropdown in ‘Choose Event Rules’.
In the above example, the trigger is ‘Email sent’, so you’ll be required to input the details of which email send triggers your journey. As below, you’d select ‘Email Sent’ from the event dropdown, and then to choose the email, you’d select ‘campaign_id, ‘is’ and then input the ‘code’ of the email.
If you’re not sure about the email ‘code’, you can find this by going back to ‘Email Assets’ in the toolbar. In the list of your email assets, the code for each email is listed under the ‘Code’ column.
You’re then ready to start adding in the steps of your journey. To do this, click on the + above ‘Add step’:
You can choose from different options e.g., send a campaign, wait until an event has happened.
In this example, we’ll wait until the customer has read the email. To add this step, choose ‘Wait’ and then ‘Wait until Event’.
Your journey will then look like this:
To choose the event you want to wait for, double click on the ‘Wait Until Event’ box.
In the ‘Event Filter’, select the event from the dropdown. In this case, we are waiting for the customer to open the email (making sure to add the code of the email underneath as per the above step). You can select the amount of time you want to wait for a customer to open the email before their journey times out under ‘Timeout’.
You’ll then need to decide what you want the next step in your journey to be. You might decide that once a customer has read the email, you want to send them something else, to encourage them through the buyer’s journey, or you may want to send those who didn’t read your email something else, perhaps an email with a discount code.
In this example, we are going to send another email to those who have read the previous email and nothing to those that didn’t. To do this, we need to add steps to the 'Match' branch.
Before sending the next email, you might want to wait for a certain amount of time, before sending the next email, in this case we’ll wait 3 days. This is different to setting a time limit on the customer opening the email (if the customer takes 2 days to open the email, they will move into the ‘Match’ branch, and then 3 days after they open the email, they will receive the next one. If they don’t open it after 5 days, they will move to the ‘Timeout’ branch).
After selecting ‘Wait for time’ period’, your journey will look like this:
To add the wait time, click where you can see ‘0 days’. You can then add in your wait time.
This will then add the wait time to your journey. To add another step, again, click on the + and 'add step'. In this case, we are going to send another email. To send an email, select 'campaigns' and then 'send an asset'.
Then click inside the 'Send campaign' box to choose an email to add to the journey. Please note, you can only send emails that are 'Live' in the system.
To choose an email to add in this step, select an email from the available 'Live' emails.
You might choose to then add in another 'Wait until event' step, for example, waiting until the customer has opened the email, or clicked on a link in the email. You could also add more emails to the journey depending on the customers' interactions by following the above steps.
In this case, we will add in a step to wait until the customer has clicked on a link in the email and then the journey will stop. To do this, select, 'Finish' and then either 'Goal' or 'Do nothing'. You would use 'Goal' in the instance where your customer has taken a desired action, e.g., filled out a form on the website.
We will also add a 'Finish' step to the 'Timeout' branch of the journey. This completed customer journey looks as below. You can add in as many steps as you want depending on the journey you want to your customer to take.
You can also watch our video on creating a customer journey.