Segments help you group similar customers together based on their previous interactions with your brand, so that you can customise the messaging of campaign to maximise engagement.

This allows for targeted and personalized communication, ensuring that marketing messages are tailored to the unique needs and characteristics of distinct customer segments.

Types of segments available

Bik Smart segments

You’ll find an array of ready-to-use customer segments in the ‘Segments’ section of the ‘Customers’ tab. We have curated a list of segments based on your customers’ behaviour to help you identify the most suitable set of customers for your next campaign!

RFM segments:
- These segments are based on Recency (when your customers placed their last order), Frequency (how many orders your customers placed), and Monetary spends (how much your customers spend on your store).
  - You’ll find the following 11 segments based on your customers’ RFM behaviour - Champions, Loyal Customers, Potential Loyalists, New Customers, Promising Customers, Need Attention, About to Sleep, At Risk Customers, Can’t Lose Them, Hibernating Customers, Lost Customers.
Other behavioural segments:
- Browsing behaviour - Website visitors who didn’t purchase, customers who viewed a product but didn’t purchase
- Purchase behaviour - Repeat buyers, high spenders, customers with 0 orders etc.
- Channel-wise reachability - All reachable subscribers on WhatsApp, email and SMS
- Acquisition source - Subscribers acquired from website Popups or Click-to-WhatsApp ads.

Here is the complete list of ready-to-use smart segments you’ll find on your dashboard:

Segment name	Segment description
Champions	Recent buyers who make frequent purchases and contribute significantly to revenue.
Loyal customers	Recent and frequent buyers with lower overall monetary value. Responsive to promotions.
Potential loyalists	Recent buyers who spend significantly but haven't established a pattern of frequent purchases yet.
New customers	Recent buyers who haven't made frequent purchases and have a relatively low monetary value.
Promising customers	Customers who have made frequent purchases and spent a lot but haven't engaged recently.
Need attention	Customers showing signs of reduced engagement or spending compared to their historical behavior.
About to sleep	Customers who have been actively engaged but are displaying signs of reduced activity or spending.
At risk customers	Customers who used to make frequent and low-value purchases but haven't engaged recently.
Can’t lose them	Infrequent buyers who, when they do purchase, spend a significant amount
Hibernating customers	Infrequent buyers with low monetary value who haven't engaged recently.
Lost customers	Customers who were once active but haven't engaged or made a purchase in a considerable period.
Repeat customers	Customers who have purchased more than twice from your store
High spending customers	Customers who have spent more than 1,000 on your store across their lifetime
All buyers	Customers who have placed at least one order from your store
Engaged subscribers	Customers who have either clicked on or replied to your messages at least three times in the last 60 days
All subscribers	All customers who are reachable on at least one messaging channel
All whatsapp subscribers	All customers who are reachable on WhatsApp
All SMS subscribers	All customers who are reachable on SMS
All email subscribers	All customers who are reachable on email
Subscribers in last 30 days	New reachable customers acquired in the last 30 days
All subscribers but not purchased	All customers who are reachable on at least one messaging channel but have never placed an order
Widget leads (7 days)	Customers acquired from acquisition Popups in the last 7 days who did not place any order
Widget buyers (30 days)	Customers acquired from acquisition Popups in the last 30 days who also placed an order
Widget subscribers (30 days)	Customers acquired from acquisition Popups in the last 30 days who did not place any order.
CTWA leads (7 days)	Customers acquired from CTW ads in the last 7 days who did not place any order.
CTWA buyers (7 days)	Customers acquired from CTW ads in the last 7 days who also placed an order.
Visitors who did not purchase	Customers who visited your website at least once in the last 30 days but didn't place an order
Product viewed but not bought	Customers who viewed a product page at least once in the last 30 days but didn't place an order
Unsubscribed (opted-out) customers	All customers who have opted-out from receiving promotional updates on any messaging channel
Top customers	Intelligently selected customers who are most likely to purchase from the store (based on their earlier purchase behaviour)
Inactive customers	Customers who have purchased from your store earlier but have not placed any orders in the last 45 days
Abandoned cart	Customers who have added items to the cart but have not made a purchase
All customers	List of all your customers

Note - The RFM categorisation is done for all your customers based on the history of orders synced with Bik. Please verify that your entire order history is synced with Bik to ensure that the RFM categorisation is done accurately.

Segments using segment builder

You can define your own conditions based on customer behaviour & attributes to create a segment which meets your requirements. You can use any of the below to create your own segment:

Customer events & event properties
User properties
1. You can also leverage your customers' RFM category as a powerful filter while creating custom filter-based segments. While creating custom segments based on user properties, select RFM category and choose the RFM categories you want to target.
Existing segments

Segments using Excel upload

If you have a list of customers available in an Excel file, you can even upload it on Bik to create a segment for further use.

Shopify segments

If you have a Shopify store connected with Bik, you can import all your Customer segments (visible in the ‘Customers’ tab of your Shopify dashboard) to Bik, and use them as audience for a campaign.

Actions available on saved segments

Once you have saved you segment, these will be available to you for selection while starting a new campaign. You can use the ‘Get customer list on email’ option in the ‘Segments’ screen to receive a list of customers on your email ID. But you also use the ‘Segments’ section to do more.

Segment details

Clicking on a particular segment opens up more details about those customers. This helps you understand the aggregate behaviour of the segment & also the reachability of the segment on each messaging channel.

Meta audience push

You can use a segment to create an audience on Meta Ads, through which you can either retarget them with Instagram/Facebook ads or create a lookalike audience.

FAQs

How many segments can I create on Bik?

There is no limitation on the number of segments you can create on Bik.

Can I export my segments to use with other marketing platforms?

You can use the ‘Get list on email’ option to get a file of customer details & upload the same on other platforms as required.

Can I edit or delete a saved Segment?

Yes, you can delete any saved segment. Filter-based segments can also be edited from the ‘Segments’ tab. However, we cannot edit segments created by uploading an Excel file.

What are the events I can use for segmentation?

You can use the following events to create filter-based segments:

E-commerce events
- Ordered
- Abandoned a product
- Abandoned cart created
- Customer created
- Purchased a product
- Line item shipping update
- Order delivered
Bik Acquisition events
- Conversation started
- Customer acquired
- Won reward coupon
Integration events
- Payment link update
- Review created
Campaign events
- Sent
- Delivered
- Attempted
- Clicked
- Replied
- Opted out
- Read
- Failed
Online store events
- Page viewed
- Product viewed
- Keyword searched
- Add to cart
- Collection viewed

What are the user properties I can use for segmentation?

You can use the following user properties to create filter-based segments:

Customer phone number
Alternate phone number
Customer Source
Customer tax exempt
Customer tags
Customer’s total order count
Customer accepts marketing
Customer’s total order value
Customer email
Customer country
Customer state
Customer city
Customer Address 1
Customer Address 2
Customer last name
Customer-first name
Customer name
Customer zip
Total messages sent
Total broadcasts received

Can I segment my customers based on their location or demographics?

Yes, you can use the address-related user properties (city, state, country, PIN/ZIP codes etc.) of customers to create segments as required. The address-related are populated based on the default address added by your customers.

Is the data for events/event properties & user properties populated retrospectively as well?

In case of Shopify websites, events are retrospectively populated for:
- ‘Customer created’ - Events are populated for all customers throughout the store’s lifetime.
- ‘Ordered’ & ‘Purchased a product’ - Events received in the 60-day period prior to installation of Bik. If you want to retrospectively these events throughout the store’s lifetime, you can reach out to our support team at [email protected].
- Other e-commerce events are not retrospectively populated.
In case of custom-built websites, no events are retrospectively populated by default. you can reach out to our support team at [email protected]. in case you have such a request.

Can I combine multiple segments to create a more specific audience for a campaign?

Yes, you can combine multiple segments while creating a new filter-based using the “part of a segment” filter and combine multiple segments.

What is the maximum number of filters I can apply to a dynamic segment?

There is no limitation on the number of filters we can apply while creating a segment. However, we recommend you to use not more than 10 filters at once for optimal performance.

How often do filter-based segments update based on changes to customer behaviour or properties?

Filter-based segments are not refreshed automatically as of now. You can use the ‘Refresh’ button to manually update the segment as per your requirements. Automatic-refresh of segments at regular intervals is in our roadmap though and we’ll keep you posted on this.

How much time does it take to refresh a filter-based segment?

Depending on the customer data available & the filters applied for a particular segment, it can take anywhere between 10-0 seconds to refresh a segment (or calculate the count of customers in a segment)

Can I create exclusion rules for dynamic segments to exclude certain customers or behaviour?

Yes, you can use the “Exclude customers with certain property” checkbox to exclude customers as per your requirements.

Can I create segments based on customer interactions outside of my Bik-connected store, such as social media engagement or email activity?

We can only use customer interactions with channels connected with Bik to create segments. You can create segments on how your customers interact with an email campaign sent via Bik, but not on interactions outside of this, for like a support-related email sent by them.

How can I send events/event properties & user properties if I using a custom website?

You can integrate your store with our APIs in order to push custom events. However, you can still download customer data from your customer data management systems in an Excel file & upload them on Bik to create segments as per your requirements.

Can I segment my customers based on custom events pushed through the API?

Currently, custom events pushed through our APIs cannot be used to create segments.

Can I add custom properties for my events and use them while creating segments?

Currently, custom events/properties can't be added to the segment builder. But such cases can be handled on case to case basis & reach out to our support team to solve this.

What is the maximum number of customers that I can upload in an Excel-uploaded segment?

You can upload a file which is upto 10 MB large. This can help you upload around 3 lakh customers at once based on the contact details you add.

How much time does it take to upload an Excel file to create a segment?

This depends on the how large the customer data which you want to upload is.

Files which are upto 6 MB large are processed on the dashboard and can take up to 10 minutes to be uploaded.
Files which are larger than 6 MB are processed in the background & you would be informed via an email once the sync is completed. This might take upto 20 minutes for a file which is 10 MB large.

Will the platform automatically remove duplicates in the uploaded static list?

Yes, we audit the uploaded data to automatically remove any duplicates or invalid data.

Are customer name, customer email ID & customer phone number all mandatory while uploading customers via Excel upload?

No, any one of either customer email ID or their phone number are sufficient to create a customer and use them in a segment for sending a campaign. However, we recommend you to add the name to help you identify customers better & also to personalise messages using variables.

For instance, if you want to send an email campaign, you can upload just a list of customer names with their email IDs & leave the phone number campaign blank.

Can I add custom fields to an Excel-uploaded segment?

We currently only support addition of customer name, phone number & email IDs while creating a segment. The ability to add other custom fields while creating a segment is in our roadmap.

Can I edit or remove individual customer information in a static list after it has been uploaded?

No, once a segment has been created by uploading a file, it cannot be edited to remove individual customers. You would have to create a new segment with the revised data.

How much time does it take to refresh a Shopify segment?

Depending on the customer data available on your Shopify store, it can take up to 15-30 minutes to refresh Shopify segments

Can I create sub-segments within a segment?

We cannot create sub-segments within a segment. You can still add additional filters as required on an existing segment to create new, refined segments.

How do I know which messaging channels are most effective for my segments?

‘Segment details’ also include the reachability of a particular segment on each of our channel. You can use this information to decide which channel would work the best for that segment.

What kind of reporting is available for dynamic segments, and how can I use it to optimize my campaigns?

You can understand the aggregate behaviour of a segment i.e., number of orders, order value, messages sent & recency of interaction in the ‘Segment details’. You can use this to determine the type of content you want to send. For example, segments with higher average order value can be given more discounts.

Are there any additional costs associated with using segments?

No, segment creation & management is covered your existing contract & no additional charges are applicable on this.

Can I schedule campaigns to automatically run for specific segments at certain times?

Currently, campaigns cannot be automatically scheduled based on specific segments.

How does the 'Email marketing consent' attribute get updated? What about SMS and Whatsapp marketing consent user properties

Email: It gets updated based on the data from shopify. Through webhook and one time migration
Email, SMS, Whatsapp - Through customer details section (https://dashboard.bik.ai/customers - click three dots for any customer)

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