Customer Segments

Segments divide customers into target groups based on shared attributes. You can segment your audience using standard attributes, such as city or email, use custom information added as metadata, or build segment criteria using customer activity, such as the number of orders or total spent amount. This article will teach you how to create segment criteria for your target audiences and use them in promotion campaigns and distributions. To see all the segments within the project and see their details, head to the Engagement section and select the Segments tab. 

Contents

1. Glossary
2. Customer filters
3. Conditions
4. Create static segment
5. Create dynamic segment
6. Manage Segments
7. Use segments

Glossary

Read the following definitions to gain a better understanding before building customer segments.

Static segment
A static segment never updates the customer list after it is made. While creating the static segment, you can manually filter and group customers into a segment.

Dynamic segment
A dynamic segment is an auto-update segment that gathers customers who meet its criteria up-to-date. Dynamic segments change with customers' activities. 

Filters
Filters define what criteria a customer has to match to enter the segment. There can be many filters defining a single segment. 

Customer profile
Each customer added to Voucherify has their profile. You can visit a customer's profile by clicking the customer's name. 

Customers sync
Your customers are synced with the app once you build respective integration with our API or connect your CRM using built-in integrations. As a result, every time you have new customers in your system, they are automatically passed to your Voucherify account. 

Customer's source ID
The customer's source ID is a unique customer identifier in Voucherify. To help you identify and update customer profiles, you can pass your CRM unique ID in the source ID field. It can be an email, phone number, or other characteristics of your choice. Customer source ID should not be confused with the Voucherify customer ID, which is a unique identifier assigned by Voucherify.

Events
Events are actions your customers perform on your website or application that are tracked in your system. If you pass those events using Voucherify API, you can use them to segment your customers. 

Customer metadata
Properties that are not in customer profiles by default can be added as metadata properties. Using metadata, you can reflect your customers' characteristics.

Validation rules
Validation rules define redemption limits and rules. You can create validation rules when creating a new campaign or using a dedicated dashboard section.

Distributions
Distributions push your codes outside Voucherify in predefined messages. You can deliver codes to end customers or third-party applications. Each distribution settings consist of a message trigger, message purpose, audience, and message channel(s).

Customer filters

In the Customers section, use filters to browse customers who meet specific criteria and build customer segments. Here is a list of all customer attributes you can use to create filters.

1. Profile filters

Profile filters use standard fields from the customer profile:

• Name
• Source ID – unique identifier of a customer
• Email
• Phone number
• Creation date – the date the customer profile was created in Voucherify
• Birthdate
• Postal code
• City
• State
• Country

2. Activity filters

Prerequisite

To use order-related filters, you need to sync your orders with Voucherify by using Order API.

• Total amount of customer orders – defines how much the customer has spent so far.
• Total count of customer orders – defines how many orders the customer has made so far.
• The last purchased order – the date of the customer's last purchase.
• The last order total amount – the total amount of the customer's latest order.
• Redemptions – number of customer's successful redemptions.
• Gift cards – creates filters with predefined gift card spendings or predefined amount to go.
• Referred customers – number of referred customers in a particular campaign or all your referral campaigns.
• Loyalty points – the number of a customer's loyalty points gathered in a single loyalty campaign or all loyalty campaigns.
• Loyalty tier – filters customers by tier in a selected loyalty campaign

3. System attributes

• Source – enables you to filter customers based on the source of incoming data: Mailchimp, Intercom, web widget, BigCommerce, ActiveCampaign, or Shopify.
• Source metadata – enables you to filter customers from a particular Mailchimp list, Intercom type (lead/user), or web widget.

4.  Metadata

The metadata filter section lets you filter your customers by the definitions created in the metadata schema customer category. You can also create a new definition on the spot by selecting the Add to schema option. Use the Other option to segment your customers by metadata that are attached to them but are not present in your metadata schema definitions.

5. Events

If you want to use events, you must pass them to the custom event API. All customer actions that you track can be passed to Voucherify. Event filters show the list of custom events that were added first to the Event Schema in the Project Settings. Using the event as a segment filter lets you group customers who perform a specific action with predefined time and frequency. Read more about Events.

You can paste multiple values when using the "in" condition by clicking Bulk input.

• Choose a separator: colon :, semicolon ;, comma ,, or newline
• Paste up to 200 values
• Works with string and number properties
• For dictionary-based metadata, only valid values are accepted

You can edit any filter chip by clicking on it. All parts of the chip can be modified:

• Property
• Condition
• Expected value

If the edited chip matches another chip’s property and condition, the existing chip will be overwritten.

Changes are saved automatically, and results refresh instantly. Chip editing is available in all filters.

Conditions

Each filter gives you a list of operators that you can use to create specific criteria:

• Single value:
  • is
  • is not
• Multiple values:
  • in
  • not in
• Text:
  • starts with
  • ends with
• Other:
  • has any value
  • is unknown
• Number & money:
  • less than
  • less than or equal
  • more than
  • more than or equal
• Absolute:
  • after
  • before
• Relative:
  • was exactly (days ago)
  • was less than (days ago)
  • was more than (days ago)

For example, you can build rules as follows:

• The last order was more than 30 days ago.
• The total amount of customer orders is less than $500.
• The email ends with .uk, and the source is Mailchimp.
• The country is Poland, and the total number of customer orders is more than $100.
• The email has any value.
• The order contains MacBookAir.
• The creation date starts at 01.02.

Create a static segment

A static segment never updates its customer list after it has been made. When creating a static segment, you can manually group customers into a segment, but you will not be able to add new customers in the future. A static segment does not change after it has been created.

To create a static segment:

1. Go to the Customers tab in the Engagement section.
2. Mark the customer's checkboxes.
   1. Optionally, use Add filter to narrow down the results.
   2. Define segment criteria and click Save.
   3. Check manually customers from the filtering results or use the Customer checkbox, which adds all customers to the list.
3. Click Save as segment in the upper right corner
4. Choose the Static segment and enter the segment's name. 

Note that you cannot create two static segments with the same customer groups in a single Voucherify project.

Create a dynamic segment

A dynamic segment gathers customers who meet its criteria up-to-date, not only at the moment of creating the segment. Dynamic segments update automatically and change with your customers' activity. 

To create a dynamic segment

1. Click Add filter in the upper left corner to define segment criteria.
2. Choose a filter from the list and define the segment condition. 
3. Confirm with Save.
4. Optionally, add another filter. You can combine many filters with either AND (customer must meet all filters) or OR conjunctions (customer must meet at least one filter). The customer list will be updated in real time as each filter is applied.
5. Click Save a segment and choose Dynamic segment.
6. Name the segment and confirm with Save.

You can see all active filters at the top, next to the Clear Filters button. If you are using multiple filters, you can expand the list by selecting the + X more button at the end of the active filters list.

Manage Segments

To manage segments, go to the Engagement section and select Segments tab. There, you can see general information about segments, their type, status, number of applied filters, and the creation date.

You can also create a new segment. Use filters to create a dynamic segment or select customers to create a static segment.

Click on a segment to view its details. You can check the filters that have been used and the customers who belong to this segment. 

In the upper right corner, you can delete the segment or export its customers. You can select which attributes should be exported.

Use segments

Segments can be used to create validation rules or segment-specific code distributions. 

Validation rules limit redemptions to specific customer segments or exclude particular segments from redeeming the promotion.

Distributions send promo messages to your end-customers or external applications. For each distribution, define the audience (receivers) represented by a particular customer segment.