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CX Automation: Routing

How well do you know your customers’ experience?
Every customer is different. To grow your business, you need to treat them differently. What if you could give each person an experience made just for them?

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.

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.

Content

Customize every message for each person who sees it.

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Timing

Create unique pauses and send times, so that every message arrives at the perfect moment.

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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.