Josephine Liu, Sherry Huang on June 9th 2021

Our latest feature, Journeys, empowers teams to unify touchpoints across the end-to-end customer journey.

All Company articles

Kevin Niparko on December 10th 2015

It’s no secret that understanding your customers better will drive better product decisions. But getting the raw data on how customers interact with your web and mobile products has been a huge pain — leaving only the rich or the resource-rolling to be able to access their data in SQL. The rest of us have to deal with the constraints of out-of-the-box reporting tools.

We believe more companies should be able to use SQL to power their analyses and answer questions unique to their business. That’s why we’re excited to announce Warehouses, a new product from Segment that lets companies of all sizes quickly get querying.

Warehouses will load your web, mobile, and server user data into your Amazon Redshift or Postgres database without writing a single line of ingestion code.

Just track your customer data with our simple API like you would for any analytics tool. Then query it in SQL.

We’ll do the heavy lifting of capturing, schematizing, and loading your data into your database of choice, so you can get to your insights faster. (We can also send your event data to 160+ tools for optimization and marketing with the flip of a switch.)

What’s new?

If you’re familiar with our managed SQL product, there are three important differences to note for today’s launch that make data warehousing more accessible to more companies:

  • You can write to your own, managed database.

  • You can connect to a Postgres instance.

  • You can pay less, with new accessible pricing.

We’re already writing 10,000 events a second to Redshift, and beta customers like Instacart have good things to say. (Read their story.)

“We’re using Segment Warehouses because having row-level data in SQL is critical for tracking QA and in-depth analysis. Now we can more easily diagnose and debug tracking issues which gives us greater confidence in the data,” our customer Fareed Mosavat, Sr. Product Manager at Instacart told us. “Plus, we can combine user data with other internal data, like quality of service and fulfillment, to get a more complete picture. We’re currently querying across these datasets to report on company-specific KPIs and analyze multi-touch attribution.”

Don’t build your own pipeline

From what we’ve seen, it takes a dedicated team of engineers at least six months to build their own data pipeline in house. Plus a ton of ongoing maintenance time. Instead, you can use our simple API methods for collecting customer interactions, and automatically load your data into your own database.

We’ll add a new table for each event and a new column for each property. You don’t need to worry about defining the schema down to column sizes and data types, or figuring out how to scale the system — we’ll handle that for you. Plus, we’ve optimized the schema for running analysis, so you can get querying quickly.

Pick the right database for your needs

Different databases are good for different use cases. We want to make sure you can pick the one that’s best for your situation.

We’d suggest Postgres if you’re under 1TB of data and have limited engineering resources. For that scale, Postgres is generally faster than AWS Redshift.

If you’re at a higher data volume, Amazon Redshift is the way to go. Redshift generally offers a better price-to-performance ratio for high volume analyses.

New accessible pricing

More and more companies want the flexibility of SQL to answer granular questions about their customers. To meet the demand, we’re lowering the barrier to access raw data in SQL with open pricing and Warehouses available on every tier.

You don’t even need to talk to us to get started (though we’re always here to help)! Just sign up, enter your database credentials, track your data, and done! Data is streaming.

Get started

To get your data into Redshift or Postgres today, signuplogin, or read the docs!

If you’re interested in the Segment-managed option, let us know!

Chris Sperandio on November 30th 2015

To help you get your hands on more mobile integrations faster, last week we launched a new mobile platform that lets partners build their own bundled mobile integrations for Segment.

This means you’ll see more services on our platform, and we won’t be in the way of new partners joining or getting updates out! So if you have a company you’d like to see on the platform, send them here: https://segment.com/partners

As a part of the launch, we’re pumped to welcome a few new mobile partners to Segment. We’re offering deep linking technology for the first time with Branch, and beautiful in-app NPS Surveys with Wootric.

We have quite a few more partners hard at work on new and enhanced integrations, and you’ll be able to get your hands on them soon!

Lighter SDKs

To start, we’ve made some helpful updates to the SDKs, making them lighter weight and easier to handle. We used to automatically bundle all our optional client-side integrations by default, but this made our core SDK pretty large and could lead to bloat from tools you weren’t using.

Now, when you install our lightweight SDK, you have access to our entire suite of server-side integrations. And if you want to add a bundled one, it’s just a one line change and a rebuild away.

The ability to choose on a case by case basis between robust server-side integrations for data-collection and client-side integrations for in-app engagement, optimization, and personalization use cases gives you the best of both worlds: streamlined data collection without any rebuilds, and complete coverage of core functionality without any re-instrumentation. For instructions on how to update to the latest SDKs, check out the migration guides forAndroid and iOS.

Mobile is, of course, the fastest growing component of a complete cross-platform marketing and analytics strategy. Looking ahead, expect to see lots of exciting improvement to our mobile SDKs, enhancing the data we collect automatically and hooks we expose to partners so that they can build even more powerful integrations.

Here’s a look at the new mobile integrations launching that you can take for a spin today.

Branch

Branch’s mission is to make app growth and discovery easier and more achievable for every app developer. To accomplish this, Branch provides deep links for sharing, marketing, referrals, advertising, and more.

So if you want to link to a specific product within an ad through the app store you can do that. If you want to let your users share particular products, pictures or songs within your app, you can do that too.

By deep linking new and existing app users to content, Branch links have proven to increase installs and engagement, improve retention, and reduce customer acquisition costs. And it makes sense. Continuing the experience from ads to landing pages is something that we already expect on the web and mobile is not far beind.

Wootric

Wootric collects customer feedback inside your product based on the Net Promoter Score℠ (NPS®), widely recognized as a simple and powerful way to understand customer happiness. Setting up a consistent and actionable NPS® program can be time and resource intensive, but Wootric helps you get a NPS® program up and running in minutes.

Unlike traditional email campaign-based NPS®, Wootric regularly measures customer sentiment by sampling users inside the mobile application with a low friction survey design. Feedback is fresh and contextual, and response rates average between 40-60 percent.

Because Wootric is always running in the background, you can easily track changes in customer sentiment over time, close the loop directly with individual customers inside your Wootric dashboard, and identify feedback themes that can help improve your product.

Who else do you want to see?

Have a mobile service you’d like to try that’s not on Segment? Send them this link, today!

https://segment.com/partners

Andy Jiang on November 5th 2015

This is the second part of “Make Data Actionable: Embed Product Usage Data into Salesforce”. We’ll dive into building custom Zendesk apps for our success team to improve resolution time and keep our customers happy.

Collecting all sorts of data on your customers’ behaviors and building custom dashboards that are displayed around the office is pretty rad. But for data to be actionable, we’ve found it helpful to go one step further: you have to put the right data in front of the right people at the right time. We’ve shown why and how you can do that for your sales team. But this can also apply to your customer success/technical support team.

In this post we’ll talk about how we added custom widgets to our Zendesk to reduce ticket resolution time, increase our team’s producitivity, and improve customer satisfaction.

Let’s dive in!

Minimize Resolution Time

Customers write in daily with implementation questions and issues. Our product has a huge surface area (we collect and distribute customer data to 160 tools and hide most of the complexity), so it can be tricky to identify precisely where something is going wrong. Is the issue in one of the million different ways the customer has implemented our library? Or between our logic and one of the hundreds of integrations?

In the first few weeks of our success team, we realized we were asking the same initial questions about libraries, integrations, and settings to initiate the debugging process. This was silly, because we already had this information stored somewhere.

Our success team needs instant access to user-level information to be any kind of efficient.

To make our customers happier and increase the efficiency of the team, we had to minimize this back and forth. Our solution included providing more context about the inquiring user to our success engineers.

Build a custom Zendesk App

We built our own custom Zendesk app that not only pulls relevant user information from our database, but also allows success engineers to extend trials and jump right into a query in Loggly (what we use to locate server-side errors).

The custom Zendesk app is on the right side of the ticket.

If you use Zendesk, then here are the steps to set this up.

1. Expose the necessary routes on a server for the Zendesk custom app to request data from.

For Segment, we added a route to our server with the endpoint https://segment.com/admin/zendesk that accepts an email and a secret token in the URL. Note that the actual URL pattern is different for security purposes.

Then our server will take the identifying parameters of the user, retrieve all necessary information (all projects, integrations, usage, and relevant timestamps) from our databases, render it into HTML via a template, and return the HTML.

Bonus: You can also create routes that’ll perform some action on your server. For instance, a POST request to a specific route could extend the trial of a user’s account, add a coupon code, or change the account type.

2. Create the custom Zendesk app.

Here’s a sample Zendesk app that the team has graciously provided the community. It’s a bit limited, but their comprehensive documentation makes up for it.

Zendesk exposes a set of ticket lifecycle event hooks, such as when a ticket is loaded or the window is resized. You can map your functions to these events. We used app.activatedproject.done (a request event, project being the name of a function that sends the ajax request to our server), and ticket.requester.email.changed events.

Here is the code in app.js of our custom Zendesk app:

The app.activated event (called each time the ticket is loaded on the browser) gathers the email and secret on the page (Zendesk provides a data API for grabbing data on the page), then sends a GET request to the specified route. Our server logic (code not shown) will take the email and secret, look up the user in our database, pull up all relevant project/library/usage information, compose that into HTML, and then return that as data.

The project.done event is fired when the data is returned, upon which we render it on the Zendesk ticket with jQuery on the defined template: this.$('#segment-projects').html(data.html).

To make sure the data stays updated for our success team, we also added the ticket.requester.email.changed event. This means that when customers change their email address, the function updateProjects will fire, ultimately refreshing the data on the page by initiating the app.activated event.

3. Upload the Zendesk app.

The final step! This is pretty straight forward and you can follow the instructions here.

Leverage Contextual Data

Here are some other add-ons (out-of-the-box) Zendesk apps that we have added and found beneficial to our success team.

Deliver Analysis

Though data drives change and influences opinions, data by itself can be useless. Having the data isn’t enough! Our friends at Mode summarized it perfectly by stating the real job of analysts is to “deliver analysis, not charts”. As data nerds, it’s important that we go one step further and connect the dots for the intended audience. Putting data where people will use it is one step towards making the data more useful.

How are you making your data actionable and empowering your teams? Let us know on Twitter!

Chris Sperandio on October 19th 2015

Our mission is to give you the power to send data to new tools with the flip of a switch. Giving you visibility into what happens after you flip that switch is critical. So, as of today, any errors returned from our 90 server side integrations are visible in your debugger!

This means you can diagnose issues with many of the tools in your marketing and analytics stack, right from inside Segment.

More Visibility

In the past, you’ve been able to see basic errors for your data hitting the Segment API, but you couldn’t see what happened when that data was sent to downstream tools.

This was a problem because small issues could cause your data not to make it to an enabled integration. For example, maybe you turned on an email tool, but you never called identify with an email trait. Perhaps you mis-copied an API Key (check out Sherlock! 😁) or you hit an unexpected bug in our implementation 🐛🔨.

Whatever the reason, sometimes data doesn’t appear in the tool you’ve enabled. And when it doesn’t, it shouldn’t be a mystery why. You also shouldn’t have to contact us to figure out what’s going on!

Now, you can see what’s happening directly.

If you go into your debugger, you can click into individual calls and see if there are any errors returned from downstream server-side integrations.

For our bundled analytics.js integrations, which run in the browser, you can use a combination of analytics.debug() and the network pane in your developer tools to inspect outbound requests.

Likewise, for our bundled mobile integrations, we allow you to enable logging in our SDKs (AndroidiOS) to peek behind the curtain of event delivery.

More Soon!

We’re working on ways to summarize the quality of service for each of your integrations, and we’re excited to find and expose better ways to proactively warn you of issues — be they an expired webhook server certificate, sudden 402 Payment Required errors from a third party integration, or even dropoffs in a crucial event’s volume.

And if you have any feedback or suggestions, please shoot us an email. We’re all 👂👂!

Peter Reinhardt on October 9th 2015

Today we have some exciting news to share! Segment has raised $27 million in Series B funding led by Thrive with Accel, Kleiner Perkins, and Jon Winkelried. We’ve come a long way from four guys in an apartment, and we still have a long way to go!

We’ve always believed that every business should use data as a competitive advantage — to inform product decisions, guide go-to-market strategy, build personalized campaigns, and provide amazing customer service.

We also believe that getting all of your data into systems where your whole team can use it shouldn’t be an engineering nightmare or create unnecessary dependencies. We want to make accessing your data as easy as possible.

We started by tackling a tiny part of this problem with an open source library offering four integrations. Today, Segment is a budding platform that centralizes how data is collected and distributed. We now process more than 50 billion API calls a month and provide 160 integrations across 20 categories. We see the demand for connecting these tools continuing to grow.

Our average customer connects to 5 services on the platform, and our average business customer connects to 11 plus Amazon Redshift. New partners want to get in the mix and make it easy for our customers to try their tools, too. In the past few months, 30 partners, including companies like Webtrends, ActiveCampaign and Freshdesk, have built their own integrations for the platform.

Though we’re excited by how quickly Segment is growing, we’re more excited by what’s in store.

Thanks to the new funding, we’ll be expanding the partner ecosystem and our ability to get your data from all the places it’s created to all the places where you need to use it.

Our first order of business is growing the team. We currently have 50 driven, fun, and caring teammates, and we plan to double the team by this time next year. We’ll start with engineering and product hires and continue on to every other department. (To learn about our open positions, click here!)

We’re also going to be using the investment to expand into new types of customer data. Website and in-product event data is super helpful for understanding things like user flows and marketing attribution. However, customers interact with your company in a bunch of places outside of your websites, mobile apps and servers. These interactions affect their engagement, retention and conversion, but it’s hard to tell how right now. Stay tuned for more news on this front!

That’s not all. With the funding, we’ll be building more options for you to access your raw data, too. Right you can use Webhooks, Amazon S3, or hosted SQL, but you’ve asked for more ways to get your hands on your raw data. We’ll have more to share here soon!

A big thanks goes out to all of our customers, partners, Thrive Capital, Accel Partners, Kleiner Perkins, Jon Winkelried, eVentures, NEA, General Catalyst and Y Combinator for helping us to reach this point. We couldn’t have done it without you, and we can’t wait to show you what’s coming next.

Chris Sperandio on October 5th 2015

You asked, and we listened! We’re happy to announce API updates and three new integrations for you to start using today. Read on to learn about updates to our querystring API, support for Google Analytics custom dimensions and metrics on mobile, multiple Webhooks, and Amazon S3 moving to our Growth Plan! Also, if you’re in the market for a new email marketing or marketing analytics tool, check out ActiveCampaignInterstate Analytics and Threads by SendGrid.

Product and Integration Updates

A More Robust Querystring API for Analytics.js

If you’re not already familiar with analytics.js’s querystring API, now is a great time to give it a look! It’s a powerful way to go beyond utm parameters in tracking your emails’ calls to action or for decorating your advertising urls like AdWords’s Dynamic URLs.

But with the original implementation, you couldn’t get very granular in your tracking, because it could only parse an event name (for triggering a track) or a userId (for identify calls). This could force hoisting prepositional or adjectival properties into event names, which goes directly against our cardinal rule:

In other words, don’t do this:

Do this instead:

We’ve expanded the querystring API to support properties and traits! Just add them as key value pairs, prefixed by ajs_prop_ or ajs_trait_, respectively, to your querystring!

For the full breakdown, check out the new documentation!

Google Analytics: Custom Dimensions and Metrics Support on Mobile

Both our Android and iOS libraries have been updated to support automatic mapping of properties and traits to custom dimensions and metrics in Google Analytics.

This means with calls like:

…and the following settings in your Google Analytics settings pane:

…we’d send a value of "Silver" for custom dimension 3, and a value of 6 for custom metric 2.

Webhooks: Use More Than One!

With an update to our Webhooks integration, you can now send your data to up to 5 URLs! Many customers have asked for this feature, so they can pipe their Segment data to internal systems plus extra tools like Zapier and Slack. Once you enter in your own URL endpoint, we’ll immediately start forwarding data with HTTP(s) POST requests.

Here’s a look at what the requests look like.

If you need some help with queueing large batches of data, we’d suggest checking out Iron.io.

Amazon S3: Now Available on the Growth Plan

Our Amazon S3 integration copies over raw JSON logs of your Segment data into your own Amazon S3 bucket every hour. Previously only available on our enterprise plan, we’re lowering the barrier to raw data access. Now you use S3 on the Growth plan.

To get started with Amazon S3, upgrade to the growth plan, and setup your S3 bucket.

  1. Create a bucket in the us-east(us-standard) region

  2. Create a folder “segment-logs” inside the bucket

  3. Edit your bucket policy to allow Segment to copy files into the bucket.

    { "Version": "2008-10-17", "Id": "Policy1425281770533", "Statement": }

Make sure the Resource property string ends with /*__.

For more info, check out the docs!

New Integrations

ActiveCampaign

ActiveCampaign is an email marketing, marketing automation, and automated sales CRM platform that can help you sync marketing campaigns with sales processes. With the email platform, you can combine triggers, logic, and a variety of actions (such as sending SMS or email messages) to send unique messages based on customer behavior on your website. When particular events are called to Segment, you can launch an ActiveCampaign automation that delivers personalized, targeted follow-ups.

Interstate Analytics

If you spend a significant amount of money on paid marketing, it’s worth checking out Interstate Analytics to help you understand campaign performance without digging through SQL and CSV exports. You can apply advanced attribution models to your marketing data, so you can avoid attributing conversions to too many campaigns and understand your ROI in a multi-touch model. Interstate pulls in your marketing spend data via partner API integrations (Facebook, AdWords, AdRoll, Perfect Audience, Criteo, Taboola, Outbrain, etc) and ties it to your visit and revenue data with Segment.

Threads by SendGrid

Threads helps marketers and developers alike leverage behavior-driven, 1-to-1 communication with customers. By automating relevant and timely messages, Threads helps you grow customer engagement (ranging from welcome series to upgrade abandonment outreach) to drive conversion goals and marketing ROI. Plus, Threads is built on top of SendGrid’s email delivery platform, benefiting from its scalability, deliverability and 24/7 support.


If you have any other feature or integration requests be sure to let us know! Just shoot us a note to friends@segment.com.

Liz Yee on July 29th 2015

We’re excited to welcome ClientSuccess, Natero, Parse.ly, Ramen and Webtrends to Segment. If you’re looking for a new tool in customer success or analytics, read on to learn what they can do!

ClientSuccess

Gone are the days where only sales representatives have CRMs. Customer Success is an increasingly popular department within every SaaS company, and now customer success managers (CSMs) can use ClientSuccess to manage, retain, and grow their existing customer base.

With key inputs like renewal dates, support tickets, product usage, engagement activities, and lifecycle progress, you can monitor the daily pulse of clients and identify those at risk. Additionally, there’s a module where you can see your client’s product usage over time.

Natero

Natero is a Customer Success platform that helps B2B SaaS companies maximize customer lifetime value and engagement. It tells you which customers need your attention, shows how customers use your product, and helps you measure and optimize the impact of your customer-facing processes.

Natero combines product usage data with other customer data from your back-end systems (e.g. CRM, billing, support) to provide a complete picture of your customer. It applies machine learning algorithms to predict which customers are at risk and which are likely to convert or buy more. You can set up rule-based alerts that track customer behavior and alert you if an account is straying from an ideal lifecycle path.

The customer success platform also includes a comprehensive set of analytics to let you discover customer, product and financial trends and insight. You can compare successful customers with those who are struggling, see if product or process changes improve customer adoption and health, and determine what features drive engagement versus those that need improvement.

Parse.ly

Parse.ly, audience data and analytics for digital media publishers, is used by content creators to understand what draws in website visitors and why. Friendly to those unfamiliar with analytics but in the position to make decisions, Parse.ly helps you understand when and where your audience wants to see content, if content works better on search or social, how much you can rely on your existing media brand, and if you should diversify your referral sources.

Using real-time and historical traffic patterns and engagement metrics, you can identify high-quality content, engaging images and videos, new traffic sources for distribution, and audience interest segments that lead to loyalty.

Parse.ly’s dashboard, pictured above, makes it easy for writers and editors find out what type of content their audience wants, when they want it, and where they want it. If you’re interested in knowing the most popular articles in a section or which authors wrote the most in a month, you can organize your dashboard by Posts, Authors, Sections, Tags, and Referrals.

Parse.ly is offering a free 30-day trial for Segment customers only, so if you’re interested in trying it out, sign up for it here.

Ramen

Ramen is a suite of tools that makes it easy for you to understand how customers think about your product in its current form and what they want next. Ramen is great for product managers but also non-technical folks who want to create highly targeted in-app questions, notify customers about new functionality, and facilitate group discussions about new or upcoming features.

Ramen lets you group customers into companies and provide trait data at both levels. Once this information is in Ramen, you can create custom “Audiences” based on these criteria, and use those Audiences for targeting questions, discussions, and segmenting out responses. To help you give more contextual responses, Ramen pulls in social data about your users in the context of your conversations.

Ramen’s new product, called Amplify, lets you easily turn customers into social ambassadors by asking if they want to help share your announcements.

Webtrends

Webtrends helps you create great digital experiences for every customer through digital analytics, segmentation, A/B and MVT testing, targeting and behavioral marketing. Their multi-channel analysis and reporting lets you see how your customers interact with your brand throughout their lifecycle. Their new Segment integration supports Webtrends Analytics® and Webtrends Streams®.

Webtrends Analytics offers multi-channel measurement across social, mobile, web, and SharePoint analytics. If your website sees an unexpected spike or iOS users begin mysteriously churning, you can perform ad-hoc investigative analysis. Understand the ROI for your digital marketing investments, use SDKs for mobile app data collection, track unlimited custom metrics and scenarios, and evaluate if your investments in YouTube, Twitter and Facebook are paying off by measuring impression, action, and progress events.

Webtrends Streams® helps you monitor real-time interactions through visualizations and dashboards. Use Streams to feed your enterprise data warehouse, contextual personalization and remarketing campaigns. You can segment your digital audience by geography, age group, purchase history, and even champions on social media.

Interested in these tools?

If you’re new to Segment and would like to try out these new tools, sign up for an account with us. If you already have a Segment account, head over to your dashboard and turn on the integration. If you are interested in building a Segment integration, please check out our partner program, and contact us today!

Liz Yee on June 22nd 2015

From user testing to support and predictive analytics tools, check out the latest Segment integrations you can turn on with the flip of a switch! Read on to learn about Appboy, Appcues, Apptimize, Elevio, Framed, and Wootric.

Appboy

Retention on mobile is a particularly tricky beast, and Appboy, a mobile marketing automation platform, can help you figure it out. The platform focuses on increasing user engagement and reducing churn with push notifications, email, in-app messages and a rolling newsfeed. You can target user profiles, segment audiences, and create multi-channel campaigns.

If you turn on Appboy through Segment, you can create detailed user segments and apply filters to custom event and attribute data. For example, if you’re an ecommerce app, you could send triggered messages to folks who have abandoned carts of a certain value.

Another cool feature is Appboy’s ability to automatically crunch purchase data, so you can trigger messages to your biggest spenders.

Appcues

Appcues is a user testing tool that helps you improve user engagement with personalized in­-product experiences. Non-technical folks can use Appcues to build personalized user onboarding flows, tutorials, or contextual announcements based on a user’s behavior without writing code. We’ve heard this feature is very popular with marketers and customer success managers.

If you want to drive existing users to adopt a new feature, you can also use Appcues to send in-app notifications at the right time for each user. Their targeting engine suggests in-product experiences to a segment of users based on their previous in-app behavior. And, you can use the customizable UI themes and drag-and-drop interface to make sure the messages match your brand design.

Apptimize

Apptimize, an optimization tool for native mobile applications, helps mobile product managers and developers iterate quickly with A/B Testing and Instant Updates. Their visual editor lets you tweak native app without having to code or wait for App or Play Store approvals. For experiments with complex user flows, new features, or algorithms, Apptimize also offers a code-based option for fast and powerful A/B tests.

Iterations that used to take months now take mere minutes. Apptimize lets you question and test steps in your user experience, and craft different variants to see which would perform best, like in Glassdoor’s A/B test below.

Additionally, Apptimize’s Instant Update feature helped HotelTonight quickly add an option to apply promo codes during the Apple Watch release and avoid the lengthy and unpredictable App Store submission process. HotelTonight’s product team entered in their preferred text, pushed it out to production, and saw the change within 15 minutes.

elevio

elevio is an embeddable support solution which leverages your existing customer service platforms — like Intercom, Zendesk or Olark to name a few — to offer personalized and relevant assistance to your users when they need your help most.

By including relevant knowledge base content, interactive support tickets, live chat, and user powered comments in a single tab on your site, you can identify when a conversion or users experience might be at risk, and then deliver the support experience users need.

You can create a customized, in-app, contextual support system by adding new modules to your elevio tab like chat, articles, RSS feeds, site status or forms.

Customers are 45% more likely to leave a site if they cannot get prompt, concise support. Some of the most important factors in delivering a successful support experience include improving user engagement, providing adequate education, decreasing bounce rates. With elevio installed on your site, users can get help quickly by clicking through the tab right into support articles.

Framed

Framed is an analytics platform that uses predictive analytics to identify which customers are likely to leave by aggregating conversions and engagements across your user base.

With Framed, product teams can easily see what actions lead to churn, so they can prioritize new designs effectively, and marketers can target at-risk users with re-engagement campaigns.

Framed’s event distributions help you understand the differences between your high and low value users. For example, people might need to log in at least 5 times in their first week to become long term customers. Churned users, on average, log in twice and never return.

In addition to preventing churn, Framed helps you analyze the results of new product features, onboarding redesigns, and marketing campaigns. They’ll prepare a baseline of monthly churn rates, so you can measure improvements and see trends based on product and marketing changes. If you’re interested in learning how to reduce user churn, check out the Framed integration.

Wootric

Wootric collects customer feedback inside your product based on the Net Promoter Score℠ (NPS®), widely recognized as a simple and powerful way to understand customer happiness. Setting up a consistent and actionable NPS® program can be time and resource intensive, but Wootric helps you get a NPS® program up and running in minutes without the need to touch any code.

Unlike traditional email campaign-based NPS®, Wootric regularly measures customer sentiment by sampling users inside the web application with a low friction survey design. Feedback is fresh and contextual, and response rates average between 40-60 percent.

Because Wootric is always running in the background, you can easily track changes in customer sentiment over time, close the loop directly with individual customers inside your Wootric dashboard, and identify feedback themes that can help improve your product.

If you’re in marketing, you can also use Wootric to identify and engage with your advocates, drive referrals and testimonials. Additionally, growth and product teams can use customer feedback to quickly inform product decisions and a/b test new growth initiatives. Flip on Wootric to start gathering customer sentiment and go beyond NPS®.

Try a New Integration

Those of you who have been with us for a while know that trying out a new integration is as easy as flipping a switch. If you’re interested in trying out all these tools, you can sign up for Segment to install with a single integration.


We’re actively looking for new companies to hit the platform. If you’re interested in building a Segment integration, learn about our partner program here.

Lance Pollard on May 21st 2015

Note: Some of the features explained in this blog post have been deprecated. Tracking Plan is now called Schema and will only show data that Segment has received. The planning of new traits via the UI is no longer available.

If you’re using analytics, you’re likely capturing traits about each customer like their plan, email, and channel they came from. With the new Identify Page we’ve added to the Tracking Plan, now you can plan and view all of your user traits in one place.

Capturing traits

Collecting detailed traits means more fine-grained analysis, leading to better decisions on how to improve your product. For example, you might want to analyze your funnel conversions by what source a user came in from.

For those who are new to Segment, you can capture these user traits with our identify call:

If you’re implementing this in the browser, we recommend you fire this on every page load. This associates any subsequent analytics.track calls with that specific user id, for every integration you’re using. Here’s the details on the identify call.

Manually managing customer traits is hard

Capturing traits is helpful to analyze user behavior, but as you add more traits it’s hard to know what you’ve implemented and what else you’d like to start tracking. When going to analyze data in one of your analytics tools, you might not know what user traits you have to choose from, or even what they mean.

You’d have to keep track of it all in your head, or by looking through your source code, or if you’re like some of our customers, manage it all in a set of manually updated spreadsheets. This makes keeping everyone on the team in the loop a pain.

Now we handle this for you! Check out the Identify page in the Tracking Plan, it should hopefully make your life a lot easier. Here’s a quick run-through.

Tips for a faster workflow

The Identify section in the Tracking Plan gives you an overview of the user traits you currently track and plan to track. You can add new traits to sort-of spec out what your dev team should implement. You’ll know that the trait has been implemented when the status light turns green.

If you’re just starting to implement identify, you can:

  1. Add a few customer traits you want tracked (type their name and press enter)

  2. Click the “Code” tab and copy/paste the dynamically generated code snippet into an email to your dev team and fire away!

Here’s where the code is:

That’s all for now! Just wanted to let you know that there’s a much more integrated way of implementing identify calls in Segment now. This should hopefully provide a lot more visibility into the process of planning and collecting user traits.

Cheers.

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