Freshworks CRM allows users to configure a marketing journey for customers. A customer journey map is a visual representation of the process a prospect goes through to achieve a goal with your company. It tells the story of the customer’s experience: from initial contact, through the process of engagement and into a long-term relationship. It gives an overview of the entire experience.
For example, a marketer would want to create a customer journey where he/she would like to nurture leads who opens an email. Here’s how such a journey can be created:
On your Freshworks CRM account, click the icon and choose Journeys. This opens the journeys list page where all journeys can be found.
Click the Create Journey button. This brings up the dialog box where you can assign a name to the journey. Once you’ve assigned a name to the journey, click Create. This opens the journey builder.
One your journey builder, create a customer workflow using the blocks mentioned blow. You can connect the blocks with arrows :
Triggers: Use trigger blocks to initiate an action based on field conditions. The trigger conditions offered include:
Added to list
Added to segment
Contact field matched
Removed from list
On event performed
Actions: Use Actions blocks to perform an action based on triggers. The actions offered include:
Send email campaign
Add to list
Update contact field
Remove from list
Conditions: Use Conditions blocks to check for field properties and trigger actions accordingly. The conditions blocks offered include:
Check email activity
Is in list
Is in segment
Check contact field
Controls: Manage the traffic with controls blocks: The following controls are offered:
Add a time delay
Add delay by contact date field
Click the allow a contact to enter a journey multiple times. icon to
If there are errors in the journey, Freshworks CRM highlights the blocks that need attention by displaying an exclamation mark. The exclamation marks disappear once the errors are fixed.
Once you’ve configured the journey, click
Your journey is now live and will bring in contacts. However, if you wish to schedule the journey to begin at a different time, select Schedule journey.
Note: Starting 12th May 2021, Email campaigns that include senders with the email domains yahoo.com, outlook.com, and hotmail.com will not be able to send or schedule the campaign. This restriction is being put in place to curb sending campaign to junk or bounced emails and increase email deliverability rates.