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CustomerSuccessBox Destination on Segment.com

Overview

You can now leverage the Segment's existing instrumentation and add CustomerSuccessBox as a destination (downstream) and push all product usage events directly to CustomerSuccessBox. You can read more about the benefits of this integration here.

Segment.com is a Customer Data Infrastructure platform which provides a set of standard libraries (termed ‘Sources’) to collect customer data from, which can then be routed to multiple destinations at once. This is all handled by Segment.com and Segment partner/Destination provider to ensure a seamless plug-and-play experience.

Why should I integrate with Segment?

Connecting Segment with CustomerSuccessBox, enables you to

  • Capture product usage events and/or create new users and accounts
  • Manage account and user attributes
  • Get Risk Alerts whenever users are inactive 
  • Upsell Alerts based on product usage
  • Set up Product Adoption Health
  • Segment Accounts on product adoption metrics
  • Track active/inactive users

This document covers how CustomerSuccessBox will consume the Segment events, and the minimum data points to be pushed to CustomerSuccessBox in order to leverage Segment.com integration. 

With this integration, you can push

  • Feature Usage Events - a standalone feature used by a user. 

    • For example: Project Created, Task completed, etc.

  • Account Traits - attributes/properties for an account. 

    • For example: Account Name, Industry, Billing Address

  • User Traits - attributes/properties for a user. 

    • For example: User’s Name, User Email, Title, Phone number

  • Page views - page view by a user.
NOTE:
We are working on Page view aggregation. Please drop us a line at support@customersuccessbox.com in case you would want to be considered for Beta.

Who’s this for?

  • Developers who work on configuring Segment.com source

  • Business stakeholders who will lead CustomerSuccessBox’s instrumentation efforts

Adding CustomerSuccessBox destination app

Adding CustomerSuccessBox destination app is as simple as adding a new destination in Segment:

  1. Go to your workspace in Segment

  2. Click on “Add Destination” button, search for and select the “CustomerSuccessBox” app

  3. Fill "API key for POST request" retrieved from Settings (gear icon) > Developer Console > API keys in CustomerSuccessBox

Voila! You are done. Congratulations. 

You can check incoming calls in real-time from under Settings > Developer Console > Event logs in CustomerSuccessBox.

NOTE:

We process and aggregate any kind of data received from Segment on a daily basis (at the start of GMT)

Segment.com source configuration

Approach #1: Inline Identifier - Fail-Proof approach to integration

This is a tried and tested approach to implementing CustomerSuccessBox.

CustomerSuccessBox requires both Accounts and Users identifiers to consume and process product usage events. So the most elegant way to log data in CustomerSuccessBox will be pass account_id and user_id with every Segment Track call.

  • Set account_id and user_id in Track > properties

analytics.track('Order Received', //This will be feature name in CustomerSuccessBox
{
cost: "$120.00",
...
account_id: '12345678', //CustomerSuccessBox Account identifier
user_id: 'john.doe@company.com, //CustomerSuccessBox User identifier
module_id: 'Order', //If not defined, you may hardcode 'General'
product_id: 'Your Product Name' //If not defined, you may use your company name
});
  • Set account_id and user_id in Identify > traits

analytics.identify('userID123', {
account_id: '12345678', //CustomerSuccessBox Account identifier
user_id: 'john.doe@company.com' //CustomerSuccessBox User identifier
});
  • Set account_id in Group > traits
analytics.group('accountId123', {
account_id: '12345678', //CustomerSuccessBox Account identifier
name: "ABC Group"
});
  • Set account_id and user_id in Page > properties

analytics.page('orders', {
title: "My Orders",
...
account_id: '12345678', //CustomerSuccessBox Account identifier
user_id: 'john.doe@company.com' //CustomerSuccessBox User identifier
});
NOTE:
We are working on Page view aggregation. Please drop us a line at support@customersuccessbox.com in case you would want to be considered for Beta.


The above method will also work best if any of the below cases applies to you:

Your Segment source setup does not involve Group or Identify call

OR

Your Segment setup does not send calls in the specific order as required by us: Group > Identify > Track.

OR

Group > groupId” and “Identify > userId” used in your Segment setup are not representative and cannot be specified to be representative of the unique account and user identifier that we can expect to be available across all your systems.

Approach #2 : Plug and Play (In Beta)

In order to make it super easy and 100% developer free for you to use existing Segment instrumentation for sending data downstream to CustomerSuccessBox, we are working on this approach. Keep in mind that this still in Beta as of now.   

We expect the following configuration in place to ensure that we can consume data as it is by simply connecting CustomerSuccessBox destination. 

Order
Segment call
When to make
1
Group
  • In case of a multi-tenant setup, you can send a Group call whenever an app loads for the first time.
  • In case of a single-tenant setup, you can send a Group call whenever an app is logged into for the first time before sending Identify call
  • When an account record is created and updated.
2
Identify
  • When a user logs in
  • When a user record is created and updated
3
Track
  • Every time a user uses a relevant feature within your product
  • You can set ‘module_id’ and ‘product_id’ in properties to specify module and product. If not set, we will use defaults as defined by us and you don’t need to worry about it. 
To learn more about module and product, refer to Understanding Product Usage section in this Getting Started guide.
4
Page
  • Every time a user accesses a new page within your product

If you plan to use this approach, please do contact support@customersuccessbox.com or inform you success manager.

NOTE:
The calls must be made in the order specified above for us to be able to capture user traits and events.

Recommended Segment.com source libraries

Our goal with providing a CustomerSuccessBox Destination is to ensure that you can focus on building and maintaining a single source (provided by Segment) and let our destination take care of the rest.

The benefit of using Segment.com from a business perspective is the ability to maintain a single source for all your customer data, and the ability to push this customer data to a new destination as it is, at any point of time.

CustomerSuccessBox destination available in Segment lets you receive and maintain the following data points in CustomerSuccessBox.

Segment.com vocabulary
CustomerSuccessBox vocabulary
Description 
Group > groupId
Account > AccountId
account_id (groupId if you're in beta) will be the unique External Account identifier that we’d expect to be available on all the other systems (CRM, Billing, Support) that you’d want us to integrate with and pull data from.
Group > trait
Account > Traits (Account attributes)
Traits must be sent in a standardized format as defined by Segment.com for common attributes.  For other attributes (such as custom attributes), we’d list the exact traits that must be sent along with other Group traits.
Identify > userId
User > UserId
user_id (userId if you're in beta) will be the unique External User identifier that we’d expect to be available on all the other systems (CRM, Billing, Support) that you’d want us to integrate with and pull data from.
Identify > traits
User > Traits (User attributes)
Traits must be sent in a standardized format as defined by Segment.com for common attributes. For other attributes (such as custom attributes), we’d list the exact traits that must be sent along with other Identify traits.
Track > event
Feature
You can set module_id’ and ‘product_id’ in properties to specify module and product. If not set, we will use defaults as defined by us and you don’t need to worry about it. To learn more about module and product, refer to Understanding Product Usage section in this Getting Started guide.
Page > properties
Page

Sending Accounts and User traits

Traits must match a specific standard defined by Segment or CustomerSuccessBox. We only define standards in case Segment has not specifically standardized an attribute or in case you want to send the value for a custom attribute defined in CustomerSuccessBox.

For standardized traits defined by Segment, refer to:

  1. Group > traits

  2. Identify > traits

Account traits

Traits
Maps to
createdAt
created_on
email
email
employees
employees
industry
industry
name
name
phone
phone
address   
  • city
  • country
  • postalCode
  • state
  • street

  • billing_city
  • billing_country
  • billing_postal_code
  • billing_state
  • billing_street
stage
stage
licenses
licenses
{customAttribute API Name}
Custom Attribute: {customAttributeAPI Name}

NOTE:
  Navigate to Settings (Gear icon) > Attributes > Account Attributes in CustomerSuccessBox to get API name for the custom attributes to be brought in.

User traits

Traits
Maps to
createdAt
created_on
email
email
firstName
first_name
lastName
last_name
phone
phone
title
title
birthday
birthdate
address   
  • city
  • country
  • postalCode
  • state
  • street

  • mailing_city
  • mailing_country
  • mailing_postal_code
  • mailing_state
  • mailing_street
role
role
updatedAt
updated_on
{customAttribute API Name}
Custom Attribute: {customAttributeAPI Name}

NOTE:
  You can navigate to Settings (Gear icon) > Attributes > User Attributes in CustomerSuccessBox to get API name for the custom attributes to be brought in.

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You may also,

  1. Initiate a chat directly from within CustomerSuccessBox. Use Chat option from Chat icon in left side navigation bar
  2. Create a conversation from here
  3. Send an email to support@customersuccessbox.com
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  1. Anadi Raj Tiwari

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