{"id":90465,"date":"2026-07-27T14:55:14","date_gmt":"2026-07-27T14:55:14","guid":{"rendered":"https:\/\/mailrelay.com\/glossary\/customer-journey-builder\/"},"modified":"2026-07-27T15:00:45","modified_gmt":"2026-07-27T15:00:45","slug":"customer-journey-builder","status":"publish","type":"glossary","link":"https:\/\/mailrelay.com\/en\/glossary\/customer-journey-builder\/","title":{"rendered":"Customer journey builder"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">The customer journey builder is an essential tool in any digital marketing strategy. <\/p>\n\n<p class=\"wp-block-paragraph\"><strong>It lets you design and automate the interactions a subscriber has with your brand from the first contact<\/strong> until they become a loyal customer.<\/p>\n\n<p class=\"wp-block-paragraph\">With an email marketing solution like Mailrelay, <strong>you can build these journeys easily<\/strong> thanks to automation, segmentation, personalization and real-time metrics analysis. <\/p>\n\n<p class=\"wp-block-paragraph\">This not only improves the user experience, it also <strong>increases conversion and retention rates.<\/strong><\/p>\n\n<h2 class=\"wp-block-heading\">What is a customer journey builder?<\/h2>\n\n<p class=\"wp-block-paragraph\">A customer journey builder, also known simply as a journey builder, is a tool that lets you <strong>design the path each user follows throughout their relationship with a brand.<\/strong><\/p>\n\n<p class=\"wp-block-paragraph\">Instead of sending identical mass emails, this technology enables personalized flows that respond to specific actions: <\/p>\n\n<ul class=\"wp-block-list\">\n<li>Newsletter subscription<\/li>\n\n\n\n<li>Clicking a link<\/li>\n\n\n\n<li>Cart abandonment<\/li>\n\n\n\n<li>Etc.<\/li>\n<\/ul>\n\n<p class=\"wp-block-paragraph\">For example, below you can see a journey with a welcome email:<\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"690\" height=\"833\" src=\"https:\/\/mailrelay.com\/wp-content\/uploads\/2025\/09\/flujo-automatizado-email-de-bienvenida.png\" alt=\"automated flow with welcome email\" class=\"wp-image-86264\" srcset=\"https:\/\/mailrelay.com\/wp-content\/uploads\/2025\/09\/flujo-automatizado-email-de-bienvenida.png 690w, https:\/\/mailrelay.com\/wp-content\/uploads\/2025\/09\/flujo-automatizado-email-de-bienvenida-248x300.png 248w, https:\/\/mailrelay.com\/wp-content\/uploads\/2025\/09\/flujo-automatizado-email-de-bienvenida-110x133.png 110w, https:\/\/mailrelay.com\/wp-content\/uploads\/2025\/09\/flujo-automatizado-email-de-bienvenida-50x60.png 50w\" sizes=\"auto, (max-width: 690px) 100vw, 690px\" \/><\/figure>\n<\/div>\n<p class=\"wp-block-paragraph\">And below you would have a cart recovery journey, or <a href=\"https:\/\/mailrelay.com\/en\/glossary\/abandoned-cart-email\/\" target=\"_blank\" rel=\"noreferrer noopener\">abandoned cart<\/a>, with a final condition to check whether the recovery email has been opened or not. Which would allow you to continue with an email flow:<\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"641\" height=\"849\" src=\"https:\/\/mailrelay.com\/wp-content\/uploads\/2025\/09\/email-recuperacion-de-carrito-abandonado-Mailrelay.png\" alt=\"\" class=\"wp-image-86270\" srcset=\"https:\/\/mailrelay.com\/wp-content\/uploads\/2025\/09\/email-recuperacion-de-carrito-abandonado-Mailrelay.png 641w, https:\/\/mailrelay.com\/wp-content\/uploads\/2025\/09\/email-recuperacion-de-carrito-abandonado-Mailrelay-227x300.png 227w, https:\/\/mailrelay.com\/wp-content\/uploads\/2025\/09\/email-recuperacion-de-carrito-abandonado-Mailrelay-110x146.png 110w, https:\/\/mailrelay.com\/wp-content\/uploads\/2025\/09\/email-recuperacion-de-carrito-abandonado-Mailrelay-45x60.png 45w\" sizes=\"auto, (max-width: 641px) 100vw, 641px\" \/><\/figure>\n<\/div>\n<p class=\"wp-block-paragraph\">These are just two simple examples, but there would be many options for automated journeys.<\/p>\n\n<h2 class=\"wp-block-heading\">The importance of the customer journey builder in email marketing<\/h2>\n\n<p class=\"wp-block-paragraph\">In the field of email marketing, the customer journey builder becomes a strategic ally because:<\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>Increases personalization:<\/strong> each message adapts to the subscriber&#8217;s behavior.<\/li>\n\n\n\n<li><strong>Automates tasks:<\/strong> it saves time and reduces errors by triggering emails at key moments.<\/li>\n\n\n\n<li><strong>Increases conversions:<\/strong> timely messages generate greater engagement and sales.<\/li>\n\n\n\n<li><strong>Builds customer loyalty:<\/strong> it maintains the relationship after the purchase, preventing disengagement.<\/li>\n\n\n\n<li><strong>Lets you measure results:<\/strong> it makes it easy to track metrics such as opens, clicks and ROI.<\/li>\n<\/ul>\n\n<p class=\"wp-block-paragraph\">If you are interested in email marketing automation, discover the best tools to automate for free <a href=\"https:\/\/mailrelay.com\/en\/blog\/2025\/09\/17\/what-are-the-best-tools-to-automate-email-campaigns\/\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a>.<\/p>\n\n<h2 class=\"wp-block-heading\">How a customer journey builder works<\/h2>\n\n<p class=\"wp-block-paragraph\">Above you have seen several examples of flows; if you take a look at them you will see that it is simply a matter of adding steps (the add button) and configuring the actions you want, such as waits, email sends, conditions, etc.<\/p>\n\n<p class=\"wp-block-paragraph\">How this tool works is based on several key elements:<\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>Segmentation:<\/strong> grouping users by interests or actions.<\/li>\n\n\n\n<li><strong>Triggers:<\/strong> events that trigger emails (e.g. a subscription or a click).<\/li>\n\n\n\n<li><strong>Personalized messages:<\/strong> emails adapted to each stage of the journey.<\/li>\n\n\n\n<li><strong>Conditions and branching:<\/strong> different paths depending on the user&#8217;s response.<\/li>\n\n\n\n<li><strong>Automation:<\/strong> automatic execution of the defined flows.<\/li>\n<\/ul>\n\n<p class=\"wp-block-paragraph\">This way the flows are highly personalized and can be genuinely useful for maintaining unique communication with your contacts.<\/p>\n\n<h2 class=\"wp-block-heading\">Advantages of using Mailrelay&#8217;s customer journey builder<\/h2>\n\n<p class=\"wp-block-paragraph\">As always, using Mailrelay you will have access to some unique benefits:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>A free plan that lets you send up to 80,000 emails per month and manage 20,000 contacts. <a href=\"https:\/\/mailrelay.com\/en\/blog\/2025\/10\/20\/free-email-marketing-services-for-high-volume-sending\/\" target=\"_blank\" rel=\"noreferrer noopener\">Find out more here.<\/a><\/li>\n\n\n\n<li>Technical support available even on the free plan.<\/li>\n\n\n\n<li>Advanced features such as A\/B testing and smart segmentation.<\/li>\n\n\n\n<li>Real-time reports, with click maps and visual analytics.<\/li>\n\n\n\n<li>A simple interface that makes it easy to create automations without technical knowledge.<\/li>\n\n\n\n<li>Integrations via REST API and WordPress plugins that expand the possibilities.<\/li>\n<\/ul>\n\n<p class=\"wp-block-paragraph\">Of course there is much more to discover, so we recommend that you create your free account and take advantage of everything you will find at your disposal.<\/p>\n\n<h2 class=\"wp-block-heading\">The most common customer journeys<\/h2>\n\n<p class=\"wp-block-paragraph\">A customer journey builder is used in different scenarios, but the most common ones would be:<\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>Welcome series:<\/strong> after subscribing, the user receives a welcome email, followed by useful information and a first offer.<\/li>\n\n\n\n<li><strong>Abandoned cart:<\/strong> if the purchase is not completed, a reminder email is sent, followed by usage recommendations or related products.<\/li>\n\n\n\n<li><strong>Personalized offers:<\/strong> if a user shows interest in a specific topic, for example by clicking a link, they receive content aligned with their preferences.<\/li>\n\n\n\n<li><strong>Drip campaigns:<\/strong> planned to send emails over set periods<\/li>\n<\/ul>\n\n<h2 class=\"wp-block-heading\">Best practices for designing effective journeys<\/h2>\n\n<p class=\"wp-block-paragraph\">For journeys to work, it is worth applying these recommendations:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>Segment your contact list correctly.<\/li>\n\n\n\n<li>Define clear and consistent triggers (do not build overly complex journeys). <\/li>\n\n\n\n<li>Avoid overwhelming your subscribers with too many emails.<\/li>\n\n\n\n<li>Use A\/B testing to optimize subject lines and content.<\/li>\n\n\n\n<li>Review the results periodically and adjust the flows.<\/li>\n<\/ul>\n\n<h2 class=\"wp-block-heading\">Frequently asked questions about the customer journey builder<\/h2>\n\n<h3 class=\"wp-block-heading\">Do I need a customer journey builder from the start?<\/h3>\n\n<p class=\"wp-block-paragraph\">Yes. Even with a small list, automating the welcome and follow-up improves results from day one.<\/p>\n\n<h3 class=\"wp-block-heading\">How many journeys should I set up?<\/h3>\n\n<p class=\"wp-block-paragraph\">At least the welcome one; it is an essential that will help you improve the open rates of your campaigns.<\/p>\n\n<h3 class=\"wp-block-heading\">Which metrics should I track?<\/h3>\n\n<p class=\"wp-block-paragraph\">The most important ones are the <a href=\"https:\/\/mailrelay.com\/en\/glossary\/open-rate\/\" target=\"_blank\" rel=\"noreferrer noopener\">open rate<\/a>, <a href=\"https:\/\/mailrelay.com\/en\/glossary\/ctr-click-through-rate\/\">clicks<\/a>, conversions and unsubscribes.<\/p>\n\n<h3 class=\"wp-block-heading\">Is it only useful for email marketing?<\/h3>\n\n<p class=\"wp-block-paragraph\">No. Although email is the main channel, some journeys can include SMS or other notification methods.<\/p>\n\n<h2 class=\"wp-block-heading\">In summary<\/h2>\n\n<p class=\"wp-block-paragraph\">The customer journey builder is much more than an automation feature: it is the foundation of personalized, efficient and results-oriented communication.<\/p>\n\n<p class=\"wp-block-paragraph\">With Mailrelay, you can design journeys tailored to your needs, take advantage of a very complete free plan and count on expert support at all times.<\/p>\n\n<p class=\"wp-block-paragraph\">Start creating your own customer journeys today and turn every interaction into an opportunity for loyalty and growth.<\/p>\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"template":"","class_list":["post-90465","glossary","type-glossary","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.1 - 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It lets you design and automate the interactions a subscriber has with your brand from the first contact until they become a loyal customer. With an email marketing solution like Mailrelay, you can build these journeys easily thanks to automation, segmentation, personalization&hellip;","_links":{"self":[{"href":"https:\/\/mailrelay.com\/en\/wp-json\/wp\/v2\/glossary\/90465","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mailrelay.com\/en\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/mailrelay.com\/en\/wp-json\/wp\/v2\/types\/glossary"}],"version-history":[{"count":5,"href":"https:\/\/mailrelay.com\/en\/wp-json\/wp\/v2\/glossary\/90465\/revisions"}],"predecessor-version":[{"id":90470,"href":"https:\/\/mailrelay.com\/en\/wp-json\/wp\/v2\/glossary\/90465\/revisions\/90470"}],"wp:attachment":[{"href":"https:\/\/mailrelay.com\/en\/wp-json\/wp\/v2\/media?parent=90465"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}