When creating Contact Segments you will see some different options for Filter Categories. Use the guide below to understand which is the correct category you are looking for:
Contact Attributes - These fields include standard ChurnZero fields, fields from your CRM, and/or fields passed into ChurnZero from your product.
Examples of Segments based on Contact Attributes
- Contacts that are Administrators
- Contracts that are considered Power Users
- Contacts in a certain role
Contact Events - Actions by your users that are being sent to ChurnZero. This is similar to the Account Events, however these are events that are attributed to specific users, not an overall account.
Example Segments based on Contact Events
- Contacts that have not logged in within the last 30 days
- Contacts that have logged in within the last 30 days but have not used a sticky feature within the last 30 days
- Contacts that have used a sticky feature at a high rate in the last 90 days
- Contacts that have experienced more than X errors in the last 7 days
- Contacts that have no yet used a brand new feature
Contact Metrics - Standard CZ metrics about usage, including Active Days and Time Spent in App. Also Change Over Time filters for Events and Time Spent.
- Active Days-Number of days with events and/or time spent in app in the date range.
- Event Change-Compare two date ranges to determine if the number of instances of an Event (or Events) has increased or decreased by a set percentage between those two ranges.
- Example: Isolate contacts where the number of "Login" Events last month compared to the previous month decreased more than 40%.
- Event Quantity Most Recent- Isolates the most recent Quantity sent to ChurnZero on a specific type of Event (or Events) so you can filter on it.
- Example: Isolate contacts where the Quantity on the most recent "Weekly Open Rate" Event was less than 25.
- Time Spent- Amount of time, in minutes, the contact has spent in the app in the date range.
- Note: Time Spent is an approximation of ACTIVE engagement by your users. For example, if a user logins into the app but doesn't do anything for 3 hours, they will NOT get credit for 3 hours in the app. To determine if a user is actively engaged, we use several signals, including look at what browser tab is active, if there are mouse movements and/or clicks, etc.
- Time Spent Change- Compare two date ranges to determine if total Time Spent (in minutes) has increased or decreased by a set percentage between those two ranges.
Contact Engagements - How your CS team is supporting contacts within an contact, specifically Tasks/Activities and Messages Sent (email and/or in-app).
- Emails sent with the Gmail Integration
- Tasks/Activities associated with the contact
- Net Promoter Score Survey Answers
Example Segments based on Engagement:
- Contact that have more than 5 high priority Tasks
- Contacts that have been a part of a particular Play
- Contacts have been sent as certain amount of messages and they are unread.
- Contacts who gave a certain score in an NPS Survey
Contact Plays - Allows you to filter contacts based on related Plays and Play Steps.
Under Plays, select what Play(s) you want to filter on as well as relevant status:
Under Play Steps, see results as related to certain steps and types of Play actions -- such as whether steps occurred, or if/how messages were delivered (bounce, unsubscribe, etc.)
- Contacts who went through Play ABC and Unsubscribed from messages
- Contacts who completed Play ABC but exited Play XYZ before it started
- Contacts whose tags were updated as a result of Plays ABC or XYZ
Contact Other Info
Contact Other Info - Additional tables of information being pulled from your CRM and/or your Support system.
Examples of Segments based on Contact Other Info:
- Contacts with more than 5 support tickets with a high priority over the past 30 days
- Contactsthat are in either Segment A OR Segment B
- Contacts that are in Segment A AND Segment B
In addition to the contact filters mentioned above, you will also have the account filters available for use.
|Remember: If you want to filter off information based on a specific contact, use a Contact type of filter. If the information pertains to an overall account, use an Account filter.|