Journeys
Orchestrate customer journeys, at scale, to deliver context-rich, personalized experiences in real time—on any channel and across any connected application.
Journey orchestration to level up every customer moment
Build trust and improve performance in real time with highly-personalized, transactional journeys.
How Twilio Segment Journeys works
Discover next-generation customer journey management with Twilio Engage’s tool.
Build event-triggered customer journeys
Automate responses to key actions like cart abandonment, onboarding, and form applications to boost engagement and conversions. Go beyond traditional marketing with intent signals and real-time event-triggered architecture to reach customers at the most impactful moments.
With Journeys, you can monitor and respond instantly without developer support. Reset engagement timers and support simultaneous entries for seamless messaging. Plus, our schemaless design scales effortlessly to meet your business needs across a variety of industries.
Get started with Journeys
Add Journeys to your platform to transform customer experiences.
How to access Journeys
Utilize Journeys as part of Twilio Engage to unlock additional value from your CDP.
Pricing info
Find the right plan for your team to power personalized customer experiences at scale.
Choose your customer journey experience
Get up and running quickly with our standard starter templates that help you grow and retain customers at every touchpoint.
Win back users by tracking cart changes and sending highly personalized abandonment messages, adapting to various scenarios to prevent interruptions and reduce frustration.
Send relevant messages based on recent activity to drive users to complete forms and advance through applications.
Respond to changes in users’ onboarding in real time, targeting messages based on their most recent actions to motivate them to advance and complete the process.
Deliver rich initial experiences during free trials to convert users to paid subscribers. Engage the right messaging at the right time in all the right channels.
Suppress ads and communications to customers about specific products in real time once they make a purchase or convert to a specific goal.
Trigger proactive and personalized follow-ups from negative experiences to resolve issues, prevent churn, and boost satisfaction.
Promptly acknowledge an online transaction to confirm details, put customers at ease, and offer any additional information that’s necessary to inform and build customer trust.
Communicate changes to orders, bookings, shipments, and subscriptions with added timely, relevant context for greater engagement and customer assurance.
Redefine CDP journey orchestration
Twilio Segment’s customer data platform gives you the flexibility to pull in data from everywhere and activate it anywhere—at scale with industry leading identity resolution that keeps customer profiles aligned across all systems.
FAQs
Customer journey management is the process of mapping out, analyzing, and optimizing a person’s interactions with a brand, often with the goal of nudging them toward a conversion, strengthening their loyalty, or turning them into brand advocates. Customer journey management takes a look at each funnel stage and how different personas move through them – tracking and measuring each person’s engagement, actions, or points of friction to improve the overall user experience.
Journeys helps businesses orchestrate multi-step, multi-channel customer journeys at scale using real-time data. Businesses can connect Journeys to any tool in their tech stack to engage users on any channel, such as live chat, push notifications, paid and organic social media channels, and more.
However, businesses can also connect Journeys to any tool in their tech stack to engage users on any channel, such as live chat, push notifications, paid and organic social media channels, and more.
Usually, journey mapping tools take a retroactive look at the way a user has interacted with the business to understand the most common pain points or paths to acquisition.
A customer journey management tool, however, takes a more strategic approach. It helps build and orchestrate customer journeys based on a person’s behavioral history, interests, job title, engagement rates and more.
Twilio Segment helps you do both of these things with Journeys. Businesses are able to unify their customer data into profiles, which help them map out, analyze, and iterate on the complete customer experience. It also offers teams the ability to activate this data by orchestrating multi-step customer experiences (across channels) that automatically adapt based on someone’s real-time behavior.