Digital customer journey design · Sales
Design the app, WhatsApp and email steps a customer moves through, no human needed.
A customer's full experience includes human conversations, but increasingly a large share of it happens through an app, a WhatsApp thread or an automated email sequence. Those digital touchpoints are often built individually, by whoever set up each tool, with no coherent design across them.
Scope, fee, reporting and term are agreed in writing after we have read your brief and spoken to you.
In one paragraph
Digital customer journey design covers the app flows, WhatsApp sequences and email journeys a customer moves through on his own, separate from the offline, human experience. GullySales maps and builds these digital paths so they work without needing a person to intervene at every step.
This service designs the digital journey specifically. It covers what a customer sees and receives automatically at each stage, from the welcome message minutes after sign-up to the reminder three days before a renewal lapses.
The problem
Does this sound like your business?
What owners tell us on the first call, in their words.
“Digital touchpoints were built one at a time by different people”
The app, the WhatsApp broadcast and the email sequence were each set up separately, so a customer's digital experience feels disconnected rather than one coherent path.
“Routine steps still need a human because nothing digital was designed for them”
A hotel's booking confirmation or a bank's KYC reminder is typed out by hand every time, because no automated flow was ever built for it.
“The digital experience does not match the offline one”
A customer's WhatsApp messages use a different tone or sequence than what they experience with staff in person, making the whole relationship feel disjointed.
What we do
Everything that is included.
Each deliverable, and what it gets you. Nothing here is an extra.
Digital touchpoint map
Every existing app, WhatsApp, email and SMS touchpoint written down in order, with the gaps between them marked.
Journey flow design
A coherent sequence designed for what a customer receives digitally at each stage, replacing disconnected individual flows.
Automation build
The designed flows set up in your existing tools, WhatsApp, email or app, so they run without manual effort each time.
Tone and consistency alignment
Digital messaging aligned with how your business actually sounds and behaves offline, not a generic automated tone.
Performance tracking
Open rates, response rates and drop-off within the digital journey tracked, so it can be improved over time.
How the result is measured
- Digital journey completion rate
- Message open and response rates
- Manual steps replaced by automation
- Consistency score across digital touchpoints
Recorded as a baseline before work starts, so every later report has an honest comparison.
Who it is for
This is written for you if these sound familiar.
- A wealth management firm whose app onboarding, WhatsApp updates and email statements were each built by a different vendor at a different time
- Companies wanting to reduce manual effort in routine parts of the customer journey
- Businesses whose digital touchpoints feel disconnected from their offline, human experience
- Companies planning a new digital channel and wanting it designed into the existing journey properly
Not for
It is not the right fit if.
- Your customer journey is entirely offline and human, with no digital touchpoints to design
- You need the full journey mapped first, including offline touchpoints. Start with customer experience strategy and journey mapping
How it works
From your first message to the first report.
No open-ended retainer. Every step gives you something in writing.
First
Your brief
You tell us what you need in a few short steps: your business, what you want, where enquiries come from and how they are handled.
After the brief
A conversation and a written scope
We read it, then talk with whoever handles your enquiries. If you want our help, the scope, the fee and the reporting come in writing, and nothing starts before you have read them.
Before work starts
Baseline recorded
The numbers this work is meant to move, such as enquiries, quotations, orders, visits or renewals, written down so every later report has an honest comparison.
After the baseline
The first fix goes live
The fix we agreed to start with is put in place and measured against the baseline, whether that is a reply, a follow-up, a page, a listing or the handover between marketing and sales.
As agreed
Report against the baseline
What moved, what did not, and what changes next, in plain words. How often you get it is set in writing before work starts.
At renewal
Renew on the numbers
The term ends and you decide whether to continue from the results. The length is agreed in writing before anything starts.
How the work runs
- 1
Map existing digital touchpoints
A review of every current digital message and flow a customer receives, and how they were each built.
- 2
Design the coherent journey
A single, designed sequence built across app, WhatsApp and email, replacing disconnected individual flows.
- 3
Build and automate
Flows implemented in your existing tools, tested for tone and timing.
- 4
Track and refine
Performance tracked and the journey refined based on where customers respond well or drop off.
Why us
Why owners pick GullySales over an agency.
Marketing and sales, as one job
Most agencies stop at the enquiry. We also fix what happens after it: the reply, the follow-up, the quote and the CRM.
The person on the first call does the work
No account managers in between. You are never handed to someone you have not met.
A baseline before anything starts
Your numbers are written down on day one, so every later report compares against something honest.
The fee in writing, split three ways
Our time, your media spend and production on separate lines. You always see what goes to us.
No guarantees we cannot keep
The term is agreed in writing and never a default twelve months. We never promise a ranking or a lead count, because nobody controls those.
One office, and we say so
Nagarbhavi, Bengaluru. We work across India by call and WhatsApp and travel when a session needs to be in person.
#257, 3rd floor, Sri Nanjundeshwara Complex, Nagarbhavi 8th Block, Outer Ring Road. How we work.
Engagement options
Ways to work with us.
Pick the size of commitment that fits. Every option starts with your brief and a conversation.
Option 1
The conversation on its own
A call after you send your brief. It says honestly whether you need outside help, and many fixes are ones your own team can make.
Option 2
One fix, scoped
Start with the fix that matters most, such as reply time or follow-up. The fee is in writing before anything starts.
Option 3
An ongoing programme
We run the work, report against the baseline, and you renew on the numbers. The term and the reporting are agreed in writing first.
Option 4
Guidance for your own team or agency
We plan, brief and check the work of your in-house team or current agency, instead of replacing them.
Your brief
Tell us what you need, and we will read it before we call.
Eight short steps about your business, what you want and who decides. Most questions are a tap, and you can skip any you would rather answer on the call.
FAQ
Questions owners ask before they call.
Not here? More answers, or ask on WhatsApp.
Do we need new software for this?
Will this feel like more automated spam to customers?
How does this relate to WhatsApp marketing and automation?
Can this include the onboarding sequence specifically?
How long is the contract?
How soon will we see results?
Who will actually do the work?
What do you need from us?
What if we are not happy with the work?
By industry
Digital customer journey design, written for your industry.
Related services
Often bought with this, or instead of it.
Your next practical step
Tell us what you are trying to grow, and we will read it before we call.
Eight short steps, mostly taps. Skip anything you would rather answer on the call.