CX Automation: Routing
Here’s how you can personalize customer experiences today
How can you create a unique experience for each customer? Today, segmentation and automation let you customize for each customer.
Group people based on the information they give you and the actions they take. Create separate experiences for each segment of your customers.
Get more control over your automations. See what works and give customized experiences without creating dozens of automations.
Goals and go-tos
Pull each contact to the right stage of your funnel. Move people through your automations based on their goals – and yours.
The future of routing is even more personal
Today, automations aren’t personal enough. We’re changing that – and routing is only part of the story.
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The 6 principles of CX Automation
Automation is stale. These are the guiding principles that will fix it.
Every person should get a unique experience
People are different, and automation should give each person exactly what they need.
You shouldn’t need to start with a blank slate
Smarter automation helps you build, so you don’t need to build everything one at a time.
The perfect experience changes over time
Automations should update themselves, to save you the work of maintaining complex, powerful automations.
You know your business – you should still be in control
You know your customers. You should still be able to add a human touch. Even as automation gets smarter, you still need to be the one who holds the reins.
Ideal experiences change from business to business
Your business is different. Automations should optimize based on the metrics that matter to you – not just generic clicks and opens.
It’s not just messaging – it’s everything that affects your customers
Automation controls more than messages – it manages everything (including your own team) that will affect the customer experience.