Unified profiles have improved how we understand users and run effective abandoned cart journeys
What is our primary use case?
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.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
I have been working in my current field for four years.
What do I think about the stability of the solution?
How are customer service and support?
Customer support is fantastic.
How would you rate customer service and support?
What other advice do I have?
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.
Centralized customer data has powered predictive audiences and proactive marketing campaigns
What is our primary use case?
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.
How has it helped my organization?
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.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
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.
What do I think about the stability of the solution?
What do I think about the scalability of the solution?
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.
How are customer service and support?
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.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
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.
What about the implementation team?
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.
What was our ROI?
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.
What's my experience with pricing, setup cost, and licensing?
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.
Which other solutions did I evaluate?
Before choosing Segment, we evaluated other options such as BlueConic, which is the main one that I know we've considered.
What other advice do I have?
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.
Streamlined Data Integration with Room for API Improvement
What do you like best about the product?
I like that Twilio Segment has tons of sources for data. Segment has all the sources I need and they are easy to integrate. The initial setup was also easy.
What do you dislike about the product?
I don't like that the conversion APIs don't work as well.
What problems is the product solving and how is that benefiting you?
I use Twilio Segment to integrate data from different channels easily into my company's databases. It provides tons of data sources and makes integration straightforward.
Effortless Setup and Clear Event Streams
What do you like best about the product?
Setting it up was straightforward, and it's an effective tool for tagging website activity.
What do you dislike about the product?
Very hard to see more than the live events, needs a better way to view all hisotrical events
What problems is the product solving and how is that benefiting you?
Tracking web analytics
Great platform to cenralize all your customer data
What do you like best about the product?
Segment connects to all the various platforms that we're using which makes it very easy to send data around. No engineering needed.
What do you dislike about the product?
Pricing could be a bit more affordable, especially if you want to use ETL processes
What problems is the product solving and how is that benefiting you?
We have various data sources and we need to connect to various destinations. Segment helps us to centralize our data, cleans it, and then makes sure it's accessible where we need it
Still a great product
What do you like best about the product?
It has become the infrastructure of our data analytics tracking
What do you dislike about the product?
No built in CRM, pricey, many alternatives touting to offer the same thing now
What problems is the product solving and how is that benefiting you?
Connecting tracking to our marketing tools
Great tool to leverage you user base data
What do you like best about the product?
It gives you a single, clean pipeline for collecting, standardizing, and activating user data across all touchpoints, without engineering bottlenecks.
What do you dislike about the product?
Initial implementation and event taxonomy design are hard to get right, and mistakes are expensive long-term.
What problems is the product solving and how is that benefiting you?
Data fragmentation → Segment unifies user data from web, mobile, backend, CRM, etc., into a single, consistent stream.
Slow or redundant tracking → One-time event tracking powers all tools (Braze, GA, Amplitude, BigQuery…) without duplicate effort.
Inconsistent user identity → Identity resolution across devices and platforms ensures accurate user profiles.
Poor targeting → Computed Traits and Audiences enable precise segmentation without writing SQL.
A reliable and powerful tool for unified customer data management
What do you like best about the product?
The best part about Twilio Segment is its ability to centralize customer data from multiple sources and then route that data in real time to tools like analytics platforms, CRMs, and marketing automation software. It saves a huge amount of engineering time and ensures data consistency across platforms
What do you dislike about the product?
Segment acts as a single source of truth for customer data, which drastically improves personalization and campaign performance. It’s also very helpful for maintaining clean, structured events and reduces duplication of data
What problems is the product solving and how is that benefiting you?
Twilio Segment is solving the problem of fragmented customer data across multiple tools and platforms. Before using Segment, it was difficult to get a unified view of our users’ behavior and interactions. Now, we can collect, clean, and route real-time customer data from websites, apps, and servers to our analytics, marketing, and CRM tools with minimal engineering effort
Segment Review - Data
What do you like best about the product?
How we can query our data warehouse within segment.
What do you dislike about the product?
How there HAS to be a unique user_id or email for some traits.
What problems is the product solving and how is that benefiting you?
We had little to none data in our platform and there was not a great way to get it there. Segment solved defining events on our site and ease of use of piping it to our CRMs
Its fine
What do you like best about the product?
Segment does make integrations pretty quick, and most of it can be done without an engineer. That is pretty incredible.
What do you dislike about the product?
Support was only ok. And we definitely had some integration issues...they may very well have been our fault, but our engineering team was pretty incredible so tough to say.
What problems is the product solving and how is that benefiting you?
Segment helped us with a few things: integrating platforms without engineers, identity resolution and with the ability to make custom audiences. This allowed our marketing team to move a lot faster, without always needing to steal engineering resources to set up new tools.f
