Create and Implement your Customer Journey

To create user activation and reactivation campaigns on WhatsApp, it’s important to map the stages of the Customer Journey and identify the touchpoints where a WhatsApp message can work for your customer.

Create Your Customer Journey

1. Define the Customer Profile (Buyer Persona)

   Create detailed profiles of your ideal customers based on demographics, behaviors, needs, and goals.

2. Identify the Stages of the Customer Journey

   Generally, the stages include:

   1. Awareness: The customer realizes they have a need or problem.
   2. Consideration: The customer evaluates different options to solve their problem.
   3. Decision: The customer selects a product or service to buy.
   4. Purchase: The customer makes the purchase.
   5. Post-purchase: The customer uses the product/service and evaluates satisfaction.
   6. Loyalty: The customer becomes a repeat buyer and brand advocate.

Touchpoints

Identify all the interaction points the customer has with your brand at each stage (website, social media, physical stores, customer service, etc.).

Recurring Mass Messages

When we have recurring mass messages, for example, mass messages that need to be sent every month, we can create a flow that does it automatically based on a trigger.

You can read more about how to use flows by clicking here.