This article will help you understand, create and leverage User Journeys in CustomerSuccessBox.
Who’s this for?
If you are responsible for setting up CustomerSuccessBox (and specifically in charge of setting up User Segments and User Journeys, you are at the right place. This article will help you with creating automated journeys for users belonging to a specific Segment.
User Journeys in CustomerSuccessBox will facilitate automated journeys for Users as they enter a user segment in order to:
- Send a self-onboarding drip (welcome email, key feature introduction etcetera) for a new user
- Send appropriate educational, best practices and how-to emails to users who haven't used a key feature in a while
- Send Introduction content for a new feature to users who meet specific usage or attributes
and many more
How do I Configure User Journeys?
There are 4 steps to configuring a User Journey. They are:
Step 1: Define Entry Criteria
Using enrollment rule for a journey, new users and/or existing users belonging to the user segment(s) can be enrolled to the user journey by defining:
- User segment(s) to track
- Re-enrollment rule for users
- Enrollment rule for existing users
Step 2: Define what Action(s) should be taken
Configuring Action(s) defines the set of activities that need to be performed on eligible users in the Journey. Multiple levels of decision paths can be configured based on conditional checks (IF-ELSE statements). The set of Actions that can be executed are
- Send Email
- Human Intervention Task (HIT)
- Set User Attribute
- Copy Attribute
- Clear Attribute
- Increase User Attribute
How to Define Action(s)?
Step 3: Define Goals once the User Journey is initiated
Goals let you define the positive behaviour that is ideally desired by enlisting a User in a journey.
As soon as a rule defined for the Goal is met, all matching users are tagged as 'Goal Achieved' immediately.
Depending on value of 'Exit' criteria for Goal in 'Exit' tab, CustomerSuccessBox will either:
- Check for Goal match, mark a matching user as 'Goal Achieved', and proceed with the next set of actions for the User.
- Check for Goal match, mark a user as 'Goal Achieved', and exit Journey immediately.
How to Define Goal(s)?
Step 4: Define Exit criteria
Exit criteria for a journey let you:
- Define what to do if Goal is met for an enrolled user. Any user matching the defined goal for the journey will be tagged as 'Goal Achieved'. Depending on your selection for this setting, the user will continue to be processed in the journey or immediately exited from the journey on meeting journey Goal.
- Define a rule for unenrolling a newly enrolled User from other journeys (if active in specified journeys). This is a one-time check done on enrollment of a new user into a journey
- Define blacklist rules for unenrolling enrolled users from the current Journey/ All matching Users are exited and tagged as 'Unenrolled' immediately as soon as any exit criteria(s) is met.
How to Define Exit Criteria?
Step 5: Enable Journey
Once you have configured the journey completely, you can Enable it from Journeys page to set it live.
Similarly, once a journey is redundant and needs to be replaced with a new journey or simply switched off, you can Disable it from Journeys page.
How can I leverage User Journeys?
The table below summarizes a few examples of leveraging User Journey's to meet certain use cases.
||Users using a certain feature
||Send Email to introduce the features with supporting docs (best practices, how-to articles, video)
||Drive Product Adoption
||User inactive over for a certain period
||Send Email offering a product demo or
to solicit feedback
|Retention, usage of key features
||Newly added users
||Send an email offering a product training call, create a Human Intervention Task with a time delay to call the new user
||Engagement, Retention, Usage of key features
||Periodic Meeting requests via email
||Usage of key features in your product
||Engage with users to learn more and take specific feedback onboard
||Send email to reinforce value delivery
In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You may also,
- Initiate a chat directly from within CustomerSuccessBox. Use chat option from Chat icon in the left side navigation bar
- Create a conversation from here
- Send an email to email@example.com
Step 1: Define Entry Enrollment criteria