Customer segmentation

Learn more about customer segmentation, what they are, what they can be used for and how to create them.

Customer segmentation in Xoal allows you to group customers based on shared characteristics, behaviors, and interactions. By creating targeted segments, you can deliver more personalized and relevant experiences across all your messaging and automation.

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Segmentation in Xoal

Xoal supports segmentation using three main data types:

1. Customer Attributes

   • Static or slowly changing data such as name, email, location, subscription level, etc.

   • Example: Segment users based on their language or subscription level.

2. Customer Events

   • Actions performed by customers, such as signing up, making a purchase, or booking a meeting.

   • Example: Segment users who performed a purchase event in the last 30 days.

3. Customer Tags

   • Custom labels you can assign to customers for easier categorization.

   • Example: Tag customers as “VIP” or “Prospects” to segment accordingly.

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Creating a Segment

1. Navigate to Segments

   • Go to the Segments tab in the dashboard and click New Segment.

2. Define Conditions

   • Use customer attributes, events, or tags to create your segment rules.

   • Example Conditions:

     • Attribute-Based: Customers with a subscription level of “Premium.”

     • Event-Based: Customers who have triggered a login event in the last 7 days.

     • Tag-Based: Customers tagged as “High Potential.”

3. Combine Conditions

   • Use AND/OR logic to create complex segments.

   • Example:

     • Customers with a location of “USA” AND who performed a purchase event.

4. Save and Apply

   • Once you’ve configured your conditions, save the segment. You can now use it in workflows, broadcasts, and reporting.

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Using Segments in Xoal

1. Targeted Messaging

   • Send personalized emails, SMS, or push notifications to specific segments.

   • Example: Send a holiday promotion to users in a specific region.

2. Automated Journeys

   • Use segments to trigger customer journeys.

   • Example: Automatically start a re-engagement campaign for users who haven’t logged in for 30 days.

3. Analytics and Reporting

   • Analyze the performance of campaigns for different segments to optimize engagement strategies.

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Best Practices for Segmentation

• Keep It Dynamic: Use event-based conditions to create segments that update automatically as customer behaviors change.

• Use Multiple Data Points: Combine attributes, events, and tags for more precise targeting.

• Review and Update: Regularly review your segments to ensure they align with your evolving business goals.

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By leveraging attributes, events, and tags, Xoal’s segmentation feature empowers you to target the right audience with the right message, maximizing the impact of your marketing and customer engagement efforts.