We're happy to announce we're launching early access to PathFinder—our journey discovery tool—in CRM Plus for all users. Every customer traverses a unique journey with your business that includes different touchpoints and channels. It's important to capture all these interactions and map them out, so you know which touchpoints yield you the most results and can lay out a plan of action accordingly. PathFinder helps you do just that!
As its name suggests, PathFinder captures customer interactions and automatically creates maps of their paths. You can use these maps to identify bottlenecks and common drop-off points in your existing touchpoints so you can make improvements as needed.
With PathFinder, you'll be able to:
- Understand how customers interact with your business—how they find you, how they interact on your website, and more.
- Identify the best cross-sell and upsell opportunities for your company.
- Optimize and streamline your existing business processes for better outcomes.
The paths PathFinder identifies are visualized as three types of reports:
- Path: Identifies and represents the order in which states are navigated.
- Sankey: Represents the flow of data from one state to another via Sankey diagrams.
- Journey: Shows a preview of the entire journey with all states and paths.
Here's an example of how you can use PathFinder:
Zylker Clothing is an ecommerce website that sells fashion and lifestyle products. They have multiple tabs and features on their website, like a signup form, a live chat bot, products, a quiz, a blog, a cart, and more. To gain insights into how and where first-time visitors engage with the website, Zylker Fashion uses PathFinder to track customer movements and generate reports on which tabs they click before adding items to the cart and purchasing them.
You can access the feature by going to Setup > CRM > Process Management > CommandCenter > PathFinder.
Note: PathFinder is one of two major components of CommandCenter—now a journey orchestration platform—that plays the role of a journey discovery tool. PathFinder enables you to fetch the relevant data necessary for constructing a journey map, which you can then use to create automated actions via the other main component of CommandCenter: Journey Builder. In simpler terms, PathFinder helps you to identify the paths customers take, and Journey Builder enables you to automate personalized interactions along those paths.
No. of PathFinders
No. of states
Total no. of records per day
To learn more about the PathFinder feature, please visit this help page