How Frame.io Delivers a Seamless Customer Experience with Personas
Learn how Frame.io uses Segment’s newest product, Personas, to reduce campaign coordination time by 50% and time to resolve complex support tickets by 80%.
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Trigger Messages
Send messages to customers based on specified actions or events. Process: Define trigger events; select customers who experience trigger event in real time or near realtime; select best message; send to delivery system.
Social Media Audiences
Send audiences to social media ad vendors. Process: Select audiences for social media advertising; send hashed email or other identifiers plus desired message; subsequently analyze performance of selected names.
Abandoned Cart Campaigns
Send messages to customers who abandon shopping carts and stop sending messages when no longer relevant. Process: Receive abandoned cart lists from ecommerce systems; use profile data to determine best treatment for each customer on list; send appropriate customers and offers to retargeting systems (email, mobile, social, web ads, Web site). Remove customers from list when they buy or take other action.
Measure Campaign Effectiveness (Attribution)
Estimate the change in behavior caused by a marketing program. Process: Identify sets of otherwisesimilar customers who did and didn’t experience a marketing program; compare subsequent behaviors.
KPI Reporting
Generate reports based on Key Performance Indicators. Process: Define KPI formulas; calculate using customer data; deliver reports.
Find High Value Customers
Identify individual customers who have returned high value. Process: Define criteria for high value customers; assemble list of customers meeting criteria
Best Customer Profiles
Identify attributes common to best customers. Process: Define criteria for best customer; assemble list of customers meeting criteria; identify attributes that distinguish them from others.
Combine Browsing and Instore Purchase Data
Link online and offline data relating to same customer. Process: Ingest data; use rules and reference data to link online and offline IDs; combined related data into unified profile.
Combine Data for Merger
Link customer profiles from separate systems as before or after merger. . Process: Ingest data from different companies; use rules and reference data to link related IDs; create unified profiles.
Behavior Analysis
Track customer actions over time. Process: Assemble timeline of customer actions; find behavior patterns by segment, purpose, outcome, etc.
Combine Online and CRM Data
Link online and offline data relating to same customer. Process: Ingest data; use rules and reference data to link online and offline IDs; combined related data into unified profile.