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Configure and leverage User Segments

Overview

This section will help you understand how to create and how you can utilize this grouping throughout your CustomerSuccessBox instance.


Who is this for?

This article is primarily for people responsible for setting up CustomerSuccessBox (specifically in charge of setting up User Journeys).

What will I be able to achieve?

  1. Configuring a new User segment
  2. Editing or cloning an existing User segment
  3. Searching for an existing User segment 
  4. Leveraging a User segment in other modules of CustomerSuccessBox

1. How to configure and leverage User segments in CustomerSuccessBox?

Every user in CustomerSuccessBox is different; hence the strategies used to make them successful will be entirely different. Segments will help you to manage similar users based on common attributes efficiently. It will also help you leverage automation in CustomerSuccessBox based on segments.


User Segments are used to group users with similar attributes like how many total active features they have used in the past 14 days, the level of access they have, etc. 


You can set up a unique User Journey for each segment that you have configured. In addition, user segments will help you filter out the users based on different criteria. Hence, it is essential to ensure that each user is put into the correct segment as per your business requirements.

 

Depending on conditions defined for the segments, a user can belong to multiple segments at any given point in time.


You can also read about the Best Practices of Creating Segments here.

Step 1: Creating a User segment

This page will help you create a user segment based on desired criteria. Say, for example, if you want to group users based on the role of the users like Admin, Developer, Sales Manager, Onboarding Manager, CEO, etc. Once these segments get created, they will get assigned to their respective User journeys.

You need to follow the below steps to create a User segment in CustomerSuccessBox.


  • Click on the Customers drop-down present on the top bar of the CustomerSuccessBox dashboard. Then click on the User segments option.


 


  • Here, you can view any existing user segment. Also, you can create a new segment from here.



  • Click on Add Segment to create a new segment.


  • You will have to provide the below information,

    • Name: Here, you will provide the name of the segment that you want to create. Ensure you choose the name relevant to your business criteria like Active, Inactive user, New user, etc.

    • Visibility: If checked, the segment you create will be visible on the User 360 page; otherwise, it will not be visible. There are some cases when you might want to use a segment only for creating Journeys for such conditions; you may uncheck this box.



  • Condition: You will have to set the attribute or metric to use while matching the user for a given segment. You can simply search for the attribute or property that you might want to use using the Search tab shown below.



You also have the option to choose from Account level attributes or User level attributes.

  • Accounts level attribute: You may want to segment users based on Account level attributes like their Next billing date, Subscription start date, Trial start date, etc



You also have the option to select the users that satisfy All or Any one of the defined conditions using the When option. 


  • User-level attributes: You may want to segment users based on User level attributes like their Roles, First Active Date, Creation date, etc. 



  • Once you have provided all the details, click on the Save button.



  • Now you can see the segments in User Segments.

  • You can also reorder the segments for better visibility on the User 360 page by using the 6 dots present on the left side of the page.

  • Also, you can view the total number of Active and Offline users on the User segments page for each segment.



  • Click on any given user segment to go to the User 360 page to view more User details for that segment.



Step 2: Editing or copying an existing User segment


You can also edit the Name, Visibility, or Condition defined for an existing user segment in CustomerSuccessBox. Also, you can create a new segment by copying the existing conditions of a segment and adding additional constraints to them. 


  • To Edit an existing segment, click on the beside each segment.  Here, you can either change the existing condition or add any new condition. You can even change the name or Visibility of the existing segment. Finally, click on the Save button when done with the changes.



  • To clone or copy an existing segment, click on the beside each segment. On clicking, you will find that clone of that segment gets created. You can edit that segment later for further use.



Step 3: Searching for an existing User segment


You would often like to search for a user segment and see its total active and offline users that meet the defined conditions. To do that, follow the below step,

  • You can use the Search bar at the top of the User Segments page to filter the account segments based on their name.



Step 4: Refreshing a User segment

The accounts under each segment get refreshed daily (once every 24 hours). You can also manually update a segment at any time by simply editing and saving the segment again (no change needed).

Step 5: Leveraging a User segment

As an administrator, you can smartly use segments to bucket the users with similar characteristics.

  • They are commonly grouped based on 

    • Account-level attributes like industry, MRR, contract amount, product/plan purchased.

    • Role/title of the user like CEO, Director of Sales, Admin, Developer, Project Manager, etc.

    • Active/Inactive users

    • Last time the user logged in

    • Number of times a critical feature/module gets used

    • Number of touchpoints over a specific time 

And so on….

This segmentation will help you plan different strategies for the various users that fall under each segment.
Use-case:

You may have a New User segment, for which you can use a Hybrid approach, a mix of automation and human intervention to establish a relationship with them. The next step could be creating a User journey to ensure that they follow a defined process and it becomes easy for you to track their progress. Whereas, for the Admin User segment, you need to conduct training so that they understand how to configure and use the different features of your product. 

Learn more about How to configure the User journey here.


  • You can also filter the users present on the User 360 page. For that, click on the desired user segments tab and see all the user’s details belonging to that particular segment.


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 can always:

  1.  Initiate a chat directly from within your CustomerSuccessBox. Use the Chat option from the Chat icon in the left-side navigation bar.

  2. Create a conversation from here.

  3. Send an email to the Support team.


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  1. Anu Dudhat

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