Customer Journey Tracker

Want to understand how customers actually experience your brand across every touchpoint? You need a Customer Journey Tracker.

Customer Journey Tracker shows you how customers engage with the business in real-time – so you can meet their unique needs at every stage.

One view, all customer journey data

As customer journeys become more complex, so too does meaningful data analysis. Bringing together data from all online and offline touchpoints, Customer Journey Tracker gives you a bird’s-eye view of every interaction a customer has with your business – from first contact to purchase and beyond.

And you don’t need to rip and replace existing tech. Customer Journey Tracker integrates data from all systems and platforms into a single view – giving you a holistic understanding of customer behaviour.

Automation made easy

Utilising next-generation AI, Customer Journey Tracker unifies customer experience data and automates interactions to ensure people remain on the most efficient pathway.

You can then use Journey Orchestration to push the right communication, on the right channel, at the right time. It also pre-empts issues and re-engages customers who drop off the expected journey. As a result, you can communicate automatically based on real-time triggers – engaging customers earlier, achieving higher response rates and boosting satisfaction levels.

Real-time customer journey optimisation

When all your customer journey information is centralised – and you have a real-time view of how journeys are unfolding – you can make evidence-based decisions that streamline experiences.

The insight helps you optimise customer service and campaigns to eliminate bottlenecks, drive engagement and reduce friction. And this gives you the power to boost revenue, cost savings and customer satisfaction.

Forrester's Report

The simple way to understand and optimise customer journeys

Customer Journey Tracker gives you a bird’ s-eye view of customer interactions in real-time, making it easy to deliver optimal customer experiences at scale.

DELIGHT CUSTOMERS

With Customer Journey Tracker, you have the foundation for personalising, automating and optimising across channels at scale – making the little CX adjustments that make customers want to buy from you again and again.

GET VALUABLE INSIGHT

Investigate every interaction to get deeper insights on how people move through each aspect of the support, marketing, sales and billing journey. You can then compare journeys against benchmarks, offer proactive support and personalise experiences.

BOOST ENGAGEMENT

With Customer Journey Tracker, you can automatically trigger re-engagement when customers drop off the expected journey. This helps you pre-empt issues, boost response rates and increase satisfaction levels.

The Engage Hub Difference

Expert support, Fast track to value

Our customers routinely tell us that the Engage Hub deployment process is easier than they’ve experienced with other providers, with their requirements delivered seamlessly, on schedule and within budget. And that means they start getting value faster.

Our professional services team provides support from planning to deployment to optimisation, in line with your needs. Whether it’s stakeholder engagement to identify problem statements, workshops to map optimum customer journeys or training to onboard staff – you have experts on hand to drive measurable results.

FIND OUT MORE

Customer Journey Tracker FAQs

What’s the difference between journey mapping and journey orchestration?

Journey mapping focuses on understanding and analysing the customer's path, whereas journey orchestration is about actively managing and optimising that path. It's the difference between watching a symphony from the audience and conducting it on stage. Check out this blog for more details.

What is customer journey mapping?

Customer journey mapping is the process of forming a visual representation of customers' processes, needs and perceptions throughout their relationship with an organisation. It helps you understand the steps customers take – the ones you see and those you don't – when they interact with your business.

Why is customer journey mapping important?

The customer journey map is a tool to visualise the experience of interacting with your brand from the customer's point of view. This map is critical because it forces you to look at how customers actually experience your brand (versus how you think they do).

What are the benefits of journey mapping?

The benefits of customer journey mapping include enhancing the end-to-end customer experience and gaining a deeper understanding of pain points. These are essential for designing customer-centric experiences that foster loyalty.