Journey Orchestration
Automate multi-step customer flows using events, time, and rules; ensure every step is measured and improved.
In Pika, the journey approach goes beyond one-off campaigns: when a customer takes an action (purchase, matching a segment condition, inactivity for a period, etc.), the process starts and handles messaging, waiting, checks, and retries within one flow. Teams focus on “is the flow running correctly and moving toward the goal?” instead of “did we send a campaign?”
What does it provide?
- Flow design: step-by-step journeys (channel selection, conditions, waiting, retry, termination).
- Automatic targeting: include the right person in the right flow using segment and behavioral signals.
- Multichannel execution: orchestrate channels like Email / SMS / WhatsApp with one logic.
- Observability: strong foundation for step-level success/failure, latency, drop-off, and conversion analysis.
How it works (summary):
- Define the journey start trigger (e.g., purchase completed).
- Validate audience eligibility (segment, consent, frequency cap rules).
- Execute flow steps in order: send message, wait, check condition, move to next step.
- Log each step outcome; stream required events to analytics.
- Apply retry / alternative channel / exit strategy on failures.
KPI suggestions
enrolment count, step transition rate, step-level drop-off, time-to-convert, channel-level cost/conversion.
Example scenarios:
- First purchase → thank-you after 2 days + cross-sell suggestion after 7 days
- Cart abandonment → wait 30 min → email → SMS after 24 hours
- Long-inactive segment → win-back flow → frequency-controlled communication until conversion