Twilio Segment

I have used Segment  for more than a year.

I was working with Addx and Segment  was used to align profiles and different user profiles. I used it for journey building, unifying different emails or profiles, and tracking profile behavior.

My primary use case was an abandoned cart journey where when users were viewing their cart, we would get an event. Whoever was going to view their cart would be added to our journey, and we had journey steps where they would receive emails that helped us in getting more money and subscriptions.

The events we implement with the help of Segment are great. I can view profile behaviors and determine what things to recommend to users and many other things. It is great to use to get to know customers.

Segment's best features in my experience include the profile unified system, which allows me to know if a profile is anonymous, but they have used their email before, so I would know that this anonymous profile belongs to which email. That is the best one.

When I use the unified profile system, it works smoothly for our team. The only challenge was the session functionality. If someone was using a different device, that was a difficult part, but otherwise, it was great.

Segment has positively impacted our organization because we could get the number of people receiving emails, and the rate of conversion was all we were getting from Segment. I did not see a change in conversion rates, but we were able to monitor it properly.

There was a race condition in the Segment journey that I highlighted to Segment, and I think they must be doing something with it. Everything else was perfect.

I think everything has improved. They are working on it, so it is fine on my side.

I have been working in my current field for four years.

Segment is stable.

Customer support is fantastic.

I would advise others looking into using Segment that it is a great product if they want to know more about their users. I rate this review an 8 out of 10.

Segment  is currently the main customer data source of truth and the CDP we use. Our CDP has become more important over the last few years and is basically the center of all of our customer data from both B2C and part of our business.

In my day-to-day work, I collaborate with marketing in order to set up audiences and make sure that they're feeding into the correct sources so that they can activate.

Regarding our main use case, we're also checking profiles and making sure that the data that's flowing into Segment  is what we're getting into our CRM , which is called Iterable .

Segment has impacted our organization positively. First of all, we have meetings with them where they give a lot of good ideas on how to use the tool and best practices. They give us really some good inspiration.

In the first year of having the tool, we weren't using even half of the features that it has available, but as time went on and we were able to clean up our data and fix a lot of issues that were going on behind the scenes, we've been able to do some of the cool things Segment offers, especially around the Engage product line.

The best features Segment offers are the audience building features. We've also launched predictive audiences, which is so far really promising for us and marketing has a lot of ideas for activating these types of audiences. We're going from using historical data to using current data to get more predictive with how we're activating.

In my experience, the audience building tools compared to other solutions I've seen or used are really sophisticated. I've used other CRMs in the past for this, and I would say the type of data you're not getting as much of is what you do when you're activating or creating the audiences within the CDP. I think predictive audiences require a 360 view of the customer in order to create these types of AI audiences because they use a lot of different data points.

How it's helping the team is by giving us more ways to reach our customers and being more proactive in the type of campaigns that marketing can launch. They have a lot of good ideas and some good things in the pipeline.

There's a lot of documentation that is really helpful. I think a bit more video tutorials for those that are really new to a CDP could be really helpful.

I chose a rating of eight out of ten because these video tutorials would really illustrate how to use the tool to its full potential, and perhaps some more hands-on support from the Segment team would push it to a ten.

I was an end user of Segment for about a year, and then I've been managing audiences as well as the data flow from the CDP to CRM  for about two years, so three years total.

Segment is stable.

Segment's scalability is amazing. It's fully capable of handling all of the different use cases that we have in our company and we have a very complicated company.

Segment has impacted our organization positively. First of all, we have meetings with them where they give a lot of good ideas on how to use the tool and best practices. They give us really some good inspiration.

Segment's customer support is amazing. I just mentioned that it would be nice to have more hands-on support, but that's about it.

Before Segment, we used a legacy customer data management tool, which is a legacy technology that we've had for a while. We're actually in the process of deprecating that this month and fully relying on Segment as our main customer data platform.

I wasn't involved in the negotiation about pricing, setup cost, and licensing, but in the new negotiation that we have coming up, I know that we're very happy with the pricing so far.

We launched a user abandoned basket flow using Segment, and I would say it probably saved us weeks worth of time had we gone with the solution directly within the CRM. I think we got a much better solution in that way. It's hard to quantify exactly the hours spent, but from that abandoned basket flow, it was something around seven million DKK that has been made since we launched it.

The main metric that I have is for the abandoned basket flow that we have running through Segment, and I would say it's to the tune of seven million DKK.

I wasn't involved in the negotiation about pricing, setup cost, and licensing, but in the new negotiation that we have coming up, I know that we're very happy with the pricing so far.

Before choosing Segment, we evaluated other options such as BlueConic , which is the main one that I know we've considered.

The advice I would give to others looking into using Segment is to make sure your data is in order and that you have cleaned it to the best of your ability.