Creating customer segments
Most live chat tools and help desk tools allows you to create customer segments at a click of a button. For example, these tools even come with predefined segments to specifically showcase your new users, active users, or even the ones that are inactive for quite some time (in other words, likely to churn)
Here are some suggestions on the different segments you can create to differentiate your customers and personalize conversations accordingly.
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Premium customers - The customers segmented into this category can be the ones that have subscribed to your highest plan or are among the highest revenue contributors. Customers in this category need to receive the best possible service and be treated with priority.
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Free trial users - The customers in this segment are the ones that can prospectively be converted into paying customers. Your support team can help these customers make the most of your product features, and help them with use cases showing how the product can help them in accomplishing their goals.
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Users of free/basic version- The customers in this category are usually active users of your product but might be approaching a threshold. For example, they might be close to exhausting their space. The messaging to these customers can be along the lines of the options they have to upgrade.
Your segmentation need not always be based on revenue, it can be based on region, timezone, customers needing multiple touches or a few touches or anything that helps you personalize customer conversations.