Customer Segments in DelightChat allow you to group customers based on specific behaviors, preferences, and interactions. This feature helps you target your audience effectively by creating tailored marketing campaigns, improving engagement, and optimizing communication efforts.
Whether you're focusing on re-engaging inactive customers or targeting specific purchase behaviors, Customer Segments offer a powerful way to personalize your strategy.
Creating Customer Segments
Step 1: Navigate to the "Customer Segments" Section
1. Log in to your DelightChat dashboard.
2. From the left-hand sidebar, click on Marketing, and under WhatsApp Marketing, select Customer Segments.
Alternatively, you can use this link: https://app.delightchat.io/marketing/segments.
Step 2: Choose Your Segmentation Criteria
1. Click the "Create Segment" button.
2. Select from predefined filters such as:
- Days Since Last Purchase: Group customers based on how long it has been since their last purchase.
- Abandoned Checkouts: Target customers who left items in their cart but did not complete the purchase.
- Product-Specific Purchases: Identify customers who have purchased (or not purchased) specific products.
3. Combine multiple filters to create highly customized segments, such as "Customers who abandoned checkout in the last 7 days but purchased in the past 3 months."
Step 3: Save the Segment
1. Once you've applied the desired filters, click "Create Segment."
2. Name the segment for easy identification, e.g., "High-Value Inactive Customers."
Understanding AND & OR Filters in Customer Segments
When creating customer segments in DelightChat, you can refine your audience using AND and OR conditions:
- AND Filters: All selected conditions must be met for a customer to be included in the segment. (e.g., "Customers who purchased in the last 30 days AND abandoned checkout in the last 7 days.")
- OR Filters: A customer needs to match at least one of the selected conditions. (e.g., "Customers who purchased in the last 30 days OR abandoned checkout in the last 7 days.")
AND conditions are applied first, and their results are then combined with OR filters, giving you more control over segmentation.
Using Customer Segments
1. Sending Targeted Broadcasts
1. Go to the "Broadcast" section in DelightChat.
2. Select a saved segment from the dropdown while setting up a WhatsApp broadcast.
3. Compose your message and schedule or send it immediately.
2. Automating Campaigns
Use Customer Segments to automate marketing workflows, such as:
- Re-engagement campaigns for inactive customers.
- Upsell campaigns targeting customers who purchased specific products.
3. Analyzing Segment Performance
Track the effectiveness of your campaigns by:
- Monitoring engagement metrics like message open rates and UTM tracking.
- Evaluating segment behavior changes, such as conversions from abandoned checkouts.
Customer Segments Pro Tips
- Regularly update your customer data and keep automatically updated segments relevant to changing customer behaviors.
- Get informed about customer segments with DelightChat’s analytics section to identify trends and optimize campaigns.
- Use segments for testing: Create two segments to A/B test different messages and refine your strategy.
Customer Segments FAQs
Can I combine multiple filters when creating a segment?
Yes, you can combine multiple filters to create highly customized customer segments that meet specific criteria.
Is there a limit to the number of customer segments I can create?
No, DelightChat allows you to create unlimited customer segments to cater to your business needs.
How often are customer segments updated?
Customer Segments in DelightChat are updated in real time, ensuring your campaigns always target the right audience.
Can I edit a saved customer segment?
Yes, you can edit saved segments by clicking on the "Update Segment" option once you have updated the name and conditions of the customer segments (if required) section.
For more detailed guidance, visit our Help Center or reach out to our support team.
