Multi-Step Journeys

Journey Builder’s Multi-Step journeys enable you to create and manage customer journeys through a series of interactions with your brand. These journeys can include multiple channels and customized journey paths based on customer interactions or attributes.

Keep journeys discrete and focused on a single marketing objective, like welcoming new customers or thanking volunteers for signing up. Here are two examples.

Tip Start small with a single triggered message and build on success by creating a short series. Use the simple journey to test your approach and gather baseline metrics before you add complexity. For example, start with a welcome series that includes timed waits. Then when you feel comfortable, add Engagement or Decision Splits.

Use Case: Financial Services

Michael manages new customer engagement for a financial institution. He creates a journey to tell customers about account features, like the mobile app, fund transfers, and the free bill pay.

Use Case: Retail

Angela is the marketing manager for a large online retailer. She creates a customer journey to re-engage with customers who add items to their cart, but don’t make a purchase. This journey includes a reminder, followed two days later by a discount offer for customers who still haven’t completed the purchase.

• Create a Multi-Step Journey in Journey Builder
  Use the Multi-Step feature in Journey Builder to create automated, customized, multiple-touch customer journeys in Marketing Cloud Engagement.