Targeting users - use cases
Segmentation is a powerful feature, and when used correctly can significantly improve the user experience. With segmentation, you play topics to the right users at the right time. You can welcome new users with onboarding guides, show feature announcements only to users with relevant subscription type, encourage trial users to subscribe, and much more. Understanding your users and delivering personalized engaging content truly matters.
In this article, we’ll discuss popular and recommended use cases to help you get the most out of Inline Manual. Note that you can create multiple rules with various conditions depending on your needs. Always choose conditions that suit you best.
Before you create a segment
To use segmentation to the maximum, you need to enable people tracking and allow your application to tell us who the user currently using your application is. You can enable people tracking in Inline Manual portal. It is up to you what data you send to Inline Manual. There is only one field mandatory, and that’s unique user id (either a number, email, string, etc.). However, the more data you send to us, the more specific segments you’ll be able to build. Think about who you want to target and what values or fields will help you with that. Then, discuss with your IT team if it’s available and what user data you are already tracking in your application, so they can pass it on Inline Manual through the tracking code.
In this article, we’ll focus on providing you with ideas on how to target specific groups of users. We won’t discuss how to create a segment in details. To learn how to create a segment, go here.
It’s time to build and launch topics that are really relevant to your users!
To target new users, you can use the default New users segment or create your own one.
Create a segment using a rule created more than X hours/minutes ago, and provide a certain time period. Most common is 24 hours.
If you don’t want to send the created data to Inline Manual, you can use the First seen option instead. For example, first seen is more than 24 hours ago.
Note: this will target users that have been seen by the Inline Manual player for the first time. It means that even users that are not new users but it’s the first time the player sees them will be included in this segment. It depends when you installed the player.
When to target new users?
New users are a great segment to start with. Greet your new customers with a warm, personalized welcome message, and an onboarding tutorial just for them. In just a few minutes, you can grab users attention and make them fall in love with your tool. With relevant content, they get to “the aha moment” faster, so they feel happy and excited about using your product.
Another popular group of users that you may want to target is a returning users segment. These are users who haven’t logged in to your site/application for a certain time period.
To target returning users, create a rule using the last seen option and first seen. For example, last seen is more than 30 days AND first seen is less than 24 hours to omit New users.
When to target returning users
If your users haven’t logged in to your application for a longer period of time, you start to wonder why. Probably, you are sending them e-mails asking why they are gone and how you can help them. You can reinforce your message with the in-app popover. You can ask them for feedback, or send them an announcement about new, exciting features. They don’t use the app to the maximum? Show them how to with guides, tooltips and help articles. Promote features that they haven’t been using.
There are several ways to target trial users depending on the data you send to us. You can create a segment with using a parameter a role, group or plan. Then, use condition is Trial.
You can then add an additional rule, such as Created and use one of the relevant conditions to provide a time period to, for example, target trial users with accounts that are about to expire.
When to target trial users?
Right targeting trial users can increase trial conversion rates. For example, you can target your trial users when their accounts are about to expire, and show them a message with a custom button linking to a subscription page. You can also target your users during the whole trial period encouraging them to take the desired action.
To target users with a specific plan, add a parameter with Plan is and provide a relevant value based on the data you pass to us.
When to target users with a specific plan?
If your product comes with different pricing options, you may want to target users based on their subscription type. This is especially useful when you want to show your users new feature announcements relevant to their plans. However, why not to use it for re-engaging and upselling? Show your users messages about features they’re missing in their current plans with an option to learn more. Add a custom button linking to a webinar, landing page, or even a subscription panel. Show popover messages with special offers, codes, and discounts.
To target users with a specific role, add a parameter with Roles contains and provide a relevant value based on the data you send to us. Pay attention to small/capital letters. For example, if in the data you send us, the role is admin, and in the Inline Manual settings you put Admin - it will not work.
When to target users with a specific role?
You can target users with specific roles such as admin, user, editor, writer, manager etc. whenever you want to show a content that is relevant just for that particular group of users. For example, you may want to show a popover message informing about the scheduled maintenance, or special offers only to Administrators.
If you want to target users that have or haven’t used a specific feature, you can use custom attributes and add them to the People tracking code. Talk to your developers about sending to Inline Manual some set of defined namespaces, for example, feature_01_used and feature_02_not_used. You can then create a segment with a simple parameter containing feature_01_used or feature_02_not_used and target those users with desired guides.
When to target users who have or haven’t used a specific feature?
Target users based on their behavior, the action they did or not, to improve customer experience and increase engagement. For example, if users are not using a specific feature that you find crucial to get the value of your product, add them in your application to a group and send this info to us via metadata, then target this group with a rule. When they log in next time, launch a tutorial just for them, to let them know about that feature they are not using. Show them how it works. Maybe they are just not aware of it?