Segments allow you to categorize your website visitors based on a predefined criteria, such as their location, industry, whether they are a target account or a current customer, known or unknown, etc. You can then use Segments to trigger audience-specific Experiences, match routing rules, display visitors in specific Streams, and filter reports.
In this article, you'll find the following information:
- Creating a Segment
- Segment Filters
- How to Use a Segment
- Segment Exclusion Logic
- Common Segments
Creating a Segment
To create a new Segment:
- Go to Settings → App Settings → Segments.
- Click the + Create new segment button.
- ‘Enter a name…’ for your Segment at the top of the page.
- Add the Segment filter criteria (see Segment Filter details below).
- Then, click Save in the upper right-hand corner.
Segment Filters
You can add Segment filters based on the visitor data that’s revealed when they arrive on your site, or as they interact with your Qualified Experiences including:
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URL: Page view or Referrer
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Visitor Information: Segment, Field, Location, or Visit count
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Signals Intent information: Engagement Trend, Engagement Intent, Research Intent, or Topics
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Salesforce field information:Leads, Contact, or Target Accounts
- Lead - select Lead fields or related Campaign Member fields
- Contact - select Contact fields, related Account fields, related Opportunity fields, or related Campaign Member fields
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Target Accounts - select Target Account lists that have already been created under Salesforce → Target Accounts.
- Learn more about Target Accounts.
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Marketing Automation Platform:Pardot, Marketo, HubSpot, or Eloqua
- If connected to Marketo, you will also
- If connected to Marketo, you will also
- Data Enrichment and ABM Profiles:Clearbit Enrichment, Clearbit Reveal, 6sense, or Demandbase
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G2 clickthroughs
- Outbound Platforms: Outreach or Salesloft
- Advertising: Clickthroughs from Linkedin, Google, or Facebook
How to Use a Segment
Once you’ve created a Segment, you can leverage it for Experiences, routing rules, Live Streams, and analytics.
Experiences
Segments can be used to trigger an automatic Experience when a visitor arrives on the website. This allows you to create targeted Experiences for specific Segments.
Additionally, Segments can be used for branching logic within an Experience to customize their path as they engage with the chatbot.
Learn more about Creating a Visitor Experience.
Routing Rules
Use Segments in Conversation Routing rules and Meeting Routing rules to quickly get visitors to the right sales reps.
Learn more about Conversation Routing and Meeting Routing.
Live Streams
Add Segments to your Live Streams so your sales reps can easily identify the visitors arriving on your website.
Learn more about Configuring Live Streams.
Analytics
Use Segments to filter Reports and Custom Dashboards.
Learn more about Reports and Custom Dashboards.
Segment Exclusion Logic
Segment exclusion logic can be difficult and unintuitive when used in an Experience, Routing Rule, or another Segment.
Definitions
"Excludes ALL of” = true if the visitor is not in any of the segments. Use this when you want to exclude a visitor if they match one or more of the listed segments.
"Excludes ANY of” = true unless the visitor is in all of the segments. Use this when you want to exclude a visitor only if they match all of the listed segments.
We recommend using "Excludes ALL of" for most scenarios when creating segments.
Example: You are building an ICP Segment and want to ensure no Customers and no Employees get placed in this new ICP Segment. Do you Exclude "all" or "any" of the other Segments?
Answer: "Excludes ALL of: Customers, Employees"
When a visitor comes on site, we check to see if they fall into the ICP Segment. With "Excludes ALL of" logic, we check to ensure that visitor in the ICP Segment exclude all Customers and all Employees.
If they fall into one, or both, of those segments, they will not match the ICP Segment. Only visitors who do not match either Segment listed will match ICP.
Common Segments
The flexible filters for Segments allows you to group your website visitors into bespoke groups that are important to your business. A few important segments to consider are:
- Visitors that match your ideal customer profile
- High-intent visitors (visitors on your legal or pricing pages)
- Your existing customers
- Paid advertising (Google, LinkedIn, Facebook)
- Open opportunities
- Any of your ABM target accounts in Salesforce
You might also want to segment visitors who your sales reps should disregard, and may even be blocked from seeing an Experience on your website:
- Internal employees
- Competitors
- Visitors that do not match your ideal customer profile
Learn more about Creating an Experience to Block Visitors.
Summary
Segments in Qualified can help categorize visitors based on criteria like location, industry, target account status, customer status, and more. These segments enable the triggering of tailored experiences, matching routing rules, displaying visitors in specific streams, and filtering reports and custom dashboards.
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