How to Use the Segments in Birdie

Segmentation is an advanced feature in Birdie AI that allows you to categorize your customers into different groups or "segments" based on specific profile characteristics or behaviors. This functionality adds a powerful layer of context to feedback analysis, helping you understand not only "what" customers are saying but also "who" is saying it.

With Segmentation, you can:

• Identify the customer groups most impacted by critical issues.

• Track feedback trends within a specific segment over time.

• Prioritize segments for action based on impact and relevance.

• Compare metrics across different segments to understand which groups are better or worse served.

his feature is designed to help CX, Product, and Marketing teams prioritize initiatives that directly impact user experience and drive meaningful results, such as:

• Reducing support contact rate.

• Increasing satisfaction and NPS.

• Lowering churn.

Segmentation enables a much more targeted analysis, allowing you to:

• Identify critical issues by segment: Discover which problems are most recurrent within a specific segment.

• Measure impact by group: Determine the impact of issues or opportunities on specific customer segments.

• Track trends and comparisons: Evaluate how satisfaction metrics, NPS, or other KPIs change over time for different segments and compare results between them.

Visualization of Segments in an Area

Visualization of Segments in an Opportunity 

• CX Team: Identify that premium customers are reporting increased support wait times and prioritize solutions for this segment.

• Product Team: Discover that customers in a specific segment are experiencing issues with a newly launched feature, enabling targeted improvements.

• Marketing Team: Analyze feedback from a customer segment that participated in a recent campaign to measure impact and adjust future messaging.

Creating a segment 

To set up a new segmentation in Birdie, the following requirements must be met:

• Clear Definition of Criteria: Determine the characteristics that define the segment (e.g., age range, geographic location, subscription type).

• Available Data: Ensure that the necessary information to create the segment is centralized in Birdie, such as imported profile data (Custom Fields) or integrations with other sources like CRM (e.g., Salesforce) or Product Analytics (e.g., Mixpanel).

• Access to the Feature: Creating segments is available for users with administrative permissions, while all users can access them during their analysis.

After defining the criteria, you must apply these filters in the application. For more detailed instructions on how to apply filters in Birdie, please refer to our Filters Documentation.

Segmentation is an essential tool to enhance the accuracy and relevance of your analyses in Birdie. Explore it now and uncover new opportunities to transform your customer experience!