4 Steps to Mapping Customer Journeys for Omnichannel Communication

Customers interact with brands across multiple channels - often switching between online, offline, and mobile touchpoints throughout the buying process. To deliver relevant, consistent communication across these channels, businesses need a clear understanding of how customers move through their journey. This is where customer journey mapping becomes key.

By mapping out customer journeys, businesses can identify when and where to engage with customers across SMS, WhatsApp, RCS, Viber, email, and more - ensuring communication stays timely, relevant, and effective.

What Is Customer Journey Mapping?

Customer journey mapping is the process of visualizing the full path a customer takes - from first discovery to long-term loyalty. It helps businesses:

• Understand how and when customers interact across touchpoints

• Identify moments where communication can influence decisions

• Eliminate disconnected interactions between channels

• Create more relevant and personalized experiences

With a clear map, businesses gain the foundation to build smarter omnichannel communication strategies.

Customer Journey Mapping is Important

In omnichannel communication, consistency is everything. A customer might browse a product online, receive a reminder via SMS, follow up via WhatsApp, and finally complete the purchase after receiving a Viber promotion.

Without a mapped journey:

• Messages become repetitive or irrelevant

• Channels feel disconnected

• Timing is off, reducing impact

Customer journey mapping ensures that each message serves a clear purpose, fits the customer’s current stage, and coordinates across all communication channels.

Steps to Mapping Customer Journeys for Omnichannel Communication

Before implementing any automation or messaging solution, it’s critical to map your customer journeys.

Here’s how to prepare:

1. Define Your Customer Personas

Identify your key customer groups based on:

• Demographics

• Purchase behavior

• Communication preferences (SMS, RCS, WhatsApp, Viber, Email)

• Channel usage patterns

This will help you focus your messaging on real customer needs.

2. List Key Touchpoints

Document every interaction point your customer may have with your business, such as:

• Website visits and product browsing

• In-store activity and POS data

• Abandoned carts

• Customer support cases

• Loyalty program activity

3. Outline the Journey Stages

Structure the customer journey into stages:

• Awareness

• Consideration

• Purchase

• Post-Purchase

• Loyalty & Retention

Every stage represents an opportunity to send more targeted, meaningful messages.

4. Assign Channels to Each Stage

Determine which communication channels fit best at each stage of the journey. Example:

Once you’ve mapped out your customer journeys, you're ready to activate automation, segmentation, and real-time omnichannel communication - fully powered by LINK Mobility.

Benefits of Customer Journey Mapping

When you map your customer journeys, you create a clear structure for delivering timely and relevant communication across all channels. This allows you to reach each customer at the right moment in their journey, leading to stronger engagement and better business outcomes.

Smarter Communication Starts with Customer Journey Mapping

Customer journey mapping helps businesses organize their communication, improve timing, and deliver consistent experiences across all channels. LINK Mobility gives you the tools to turn that journey map into an automated, omnichannel communication engine - connecting with your customers exactly when it matters.