Topics

Automatically detect signups that are most likely to buy, to expand and to churn; and engage with them through best-performing playbooks. At scale.

What is journy.io?

journy.io is a product-led growth platform that empowers Growth, Product, RevOps, Sales and CS teams to discover and act on conversion, expansion and upsell opportunities, as well as on near-churn risks.

In order to do this, our platform:

• Centralises usage and customer data across SaaS platforms, websites, CRMs, and third-party applications to provide a holistic view of customer behaviour.

• Uncover insights on what elements (features, screens, channels, campaigns...) make leads convert and may lead to churn.

• Signals accounts and users who meet customer-defined rules, from previous insights.

• Connects to downstream applications to automate workflows.

• Add proper cases in proper inboxes, so different teams can collaborate on properly engaging with the customer, within proper context.

Open

Users and Accounts

The data model used to power journy.io relies on two primary entity types: users and accounts. Segments, signals, playbooks, cases and actions are all related to either of these entity types.

The differentiation is simple:

• Users represent the individual that is interacting with your product, generally tied to an email address and/or an internal ID, set by your own platform.

• Accounts are the organizations or companies users roll up to, also represented by your own internal platform ID.

User ↔ Account Relationship.

Users can be associated with 0, 1 or many accounts depending on the nature of your product. For example: if Slack were to use journy.io, the user tim@apple.com would be associated with the accounts “Apple”, “iPhone”, and “iTunes”. However, a new Apple employee might only be associated with the “Apple” account.

Properties

Properties are attributes that define the specifics of a user or account; and are collected into journy.io through connected integrations, API, or internally generated and updated. These latter are called computed properties.

A user property is data related to users' own customer journ(e)y, and tells more about who they are. Examples are job roles, first channel and campaign they were seen coming from, and could be from any possible type.

An account property describes the organisation users belong to. Account properties typically include MRR, Subscription Plan, Renewal Date, owner, etc...

Conversion, Churn, Health and custom Scores, and other Metrics

Custom Scores (and other Metrics) are numerical attributes —typically %— that are calculated from the data journy.io has received over time. We dynamically calculate these metrics based on how they are defined. Product usage in last 24 hours, conversations in last 30 day, failed charges in the last 90 days, users added all time and arbitrary event counts are just a few examples of metrics journy.io computes.

journy.io uses Signals to create and update fix uneditable scores — conversion, churn and health scores — next to offering other editable scores to its subscribers. These fix uneditable scores are continuously updates and are often used as entry condition for automation Playbooks.

Signals, Playbook, Cases and Actions

Signals are signs that a user or account has full-filed certain criteria, defined by rules on properties, events, screens, channels, campaigns, pages, stages, health profiles, and about any other data point.

journy.io comes fully packed with a Machine Learning engine that creates smart signals that comes with ready-to-use name and conditions. All a subscriber has to do, is to basically confirm/activate the smart signal. These signals will seed aforementioned conversion, churn and health scores.

Automation playbooks are often conditioned by these scores and signals, and will execute appropriate sets of actions. One such action is a case that can be created and pushed onto a team's Inbox for manual interventions.

Such playbooks do also send emails, post Slack messages, add tasks to CRMs or add users/accounts to an automation lists in marketing engagement tools.