When it comes to customer feedback, not all feedback is created equal. Just as important as the content of the feedback is the person who provided it.
By segmenting feedback based on user type, behaviors, or specific properties (what they do with the product), you’ll see the data in more strategic ways.
For example, If your business is a SaaS company, you may want to create the following segments:
- Enterprise customers
- Customers on plan A
- Customers on plan B
- Customers on plan C
- Churned/canceled customers
- Customer who tried but did not convert
This will help you understand whether or not you want to prioritize certain work or monitor requests from specific groups of users.
All tags from feedback given by users in segment "Enterprise"
Several of our integrations can bring not only feedback but also user data into NomNom. Currently, the following integrations provide full synchronization of user properties (email, name, custom attributes, company attributes and so on):
The following integrations synchronize basic customer information (email and name):
Additionally, you can manually add user information to any document in NomNom by clicking on "Add User" button:
Now that your user information is in NomNom you can start creating user segments
You can now group user based on what they do in your app or any other filter available in your account.
To get started, navigate to People tab and click on Create Segment button. From there you can use any valid NomNom query to define a segment.
For example by using the following query:
user:company.plan:Enterprise and (jira or tag:jira-integration)
You can define a segment of all Enterprise customers who requested or talked about Jira integration.
Queries will depend on the data that's in your account.
If you've connected Intercom, you have access to customer tags and company attributes created in Intercom. Based on those you can create segments in NomNom. For example:
user:company.sub_status:active and user:company.documents_count:[1000 to *]
would group users who's company subscription status is "Active" and that company has more than 1000 documents:
Once created segments will show up in the user profile. Clicking on any of the segments will trigger a search and find feedback from all users in said segment
You can also use our Query Language - to search by segment use the following syntax:
In your search area you can activate the filter called USER and check which users properties are available in your account. If you can't find specific properties, please get in touch, we would love to help you build useful segments.
Integrations such as Intercom will also import segments into NomNom and synchronize their state periodically.
Just like with tags or user properties - not all segments will be relevant in NomNom. You can hide unwanted imported segments by clicking on 'eye' icon.
This will remove the segment from:
- segment list
- suggestions for
- from user profiles
Segments are not removed and you can bring them back any time.