Segments
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.
This 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.
Types of Analysis Possible with Segmentation
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 examples
Visualization of Segments in an Area
Visualization of Segments in an Opportunity
Use Case Examples
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.
What Are the Requirements to Create a Segmentation?
To set up a new segmentation in Birdie, the following requirements must be met:
Apply the filters
After defining the criteria, apply these filters in the application. For detailed instructions on how to apply filters in Birdie, see the Filters Documentation: Using filters in Birdie
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!
Why Segment Collections Matter
Segments help you slice insights by different lenses: customer profiles, behavior, lifecycle status, etc.
But not every segment type is directly comparable.
Segment Collections keep these lenses organized, so you don’t compare unlike groups or lose track of valuable cuts.
How Segment Collections Work
Each Collection groups a family of segments.
Users can:
Compare segments within the same collection (e.g. churned vs. retained customers).
Avoid mixing cross-domain comparisons that don’t make sense (e.g. Industry vs. Daily Active).
Collections can be named intuitively (“CRM Status”, “Behavioral Cohorts”, “Firmographics”) so everyone navigates insights smoothly.
Best Practices for Organizing Segments
Create one collection per “dimension” of segmentation (Firmographics, Behaviors, Lifecycle).
Agree internally on naming conventions (e.g. “DAU > 30” vs. “High DAU”).
Use Collections as a training tool — new team members will quickly see “how we slice data here.”
Review Collections quarterly: retire unused segments, align with evolving CRM or analytics sources.
How to create a collection of Segments
Navigate to your Segments tab in Exploration
Select the Segment you want to group into a collection (e.g.: These 3 segments related to Customer Size)
Click in Save Collection
Give your Collection a name
Change Segments table to group by collections
Done!
Now, get even more insightful analysis from your segmented data
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