To get the most from your Userback account, tracking users is essential. When users are tracked, everything comes together including user profiles with associated contact information, application data, and metrics such as Net Promoter Scores (NPS), survey responses, bug reports, and session replays.
Users are tracked in real-time with your app, ensuring every piece of feedback is correctly matched to the user. Pairing tracked users with segments allows you to target surveys to specific groups of users, in other words, target the right survey to the right users at the right time for a higher response rate and higher accuracy of responses.
Getting Started with User Database & Segments
To kick off your journey with Userback's User Database and Segments, follow these steps:
Installation: Make sure Userback is properly set up on your website or app. This initial step is crucial for gathering user details and involves embedding a user identification code during installation.
User Data Syncing: With Userback integrated, user data begins to sync automatically. Every interaction (session replay) and feedback submission is captured, keeping user profiles up-to-date and actionable.
Segmentation: Create user segments based on the user data being synced with Userback. Segments allow you to target surveys and feedback widgets to specific user groups and also allow greater filtering of survey responses. For example, show all responses for segment A.
User Data & Profiles
Tracked Users:
Sync and Track user data into Userback such as, but not limited to IDs, email addresses, names, subscription tiers, and, app usage data. This depth of data will allow you to create more meaningful segments for more targeted surveys and feedback.
Components of tracked users:
Segments Dashboard: An overview of your currently active segments. Create new segments, view existing segments, and view all existing tracked users.
User Identification: When users are being tracked, all tracked users can be viewed by clicking the 'View' link. Users will be displayed in a side panel with a search box.
User Profiles: User profiles can be accessed from the segments menu, from a survey result, or from a piece of feedback. Within a user profile, view their history of sessions, survey responses, feedback, and bug reports.
User Segments
Segments allow you to target surveys and feedback widgets to specific groups of your users.
Following the installation of your Userback script code, and identifying users, you can create segments based on the user data you are tracking. By targeting surveys and feedback widgets to specific user segments, you can expect to receive a greater response rate due to users being more engaged with targeted content.
Creating and Managing Segments:
Before creating a segment, you will need to check that users are being tracked in Userback along with any data that you plan to segment.
Here's the process to begin:
User Data: Verify that User Data is being collected by navigating to the Segments page. There, you'll be able to see the users being successfully identified. If not, start tracking user data.
Create a Segment: Click the 'Create' button to get started. Give your segment a name, add a description, and use your user attributes to create conditions to filter your tracked users. As always, the quality of your segment will always depend on the quality of the data being tracked.
Segment Examples:
Internal users: Great for testing, set up a segment that will only target users from your own organization
Beta Testers: Survey users testing new features to gather feedback that informs pre-launch refinements.
Trial customers: Survey new users to improve the onboarding process.
Churning Customers: Survey customers who are downgrading or opting out of your services to better understand why.
High-value customers: Target your high-value customers with highly contextual surveys and feedback requests helping you serve them better.
Customers who have completed onboarding steps: Make better decisions on your onboarding process by collecting insights at the right time.
Engaged Users: Identify which features are most used and appreciated by your active user base to guide feature development.
Feedback Contributors: Reconnect with users who have provided feedback to monitor changes in their sentiment and identify improvement areas.
Specific feature used: Target users who have used a feature to understand the effort required to use it.
Frequently Asked Questions
Q: What if users aren't being identified correctly?
A: Verify the installation of the Userback code and user identification snippet. For persistent issues, our support team is here to help.
Q: Why utilize Segments?
A: Segmentation allows targeted surveys across diverse user groups, influencing product development and user satisfaction effectively.
Q: What kind of user information can I filter within Segments?
A: You can filter by any data point you’ve captured, from demographic information to user activity and engagement metrics.
Q: Why is the field I'm looking for not available when creating a segment?
A: Usually, this occurs when the field has not been tracked via User Identification. You will need to check your tracking code to ensure that the data is being tracked.
Q: How often are user data and segments refreshed?
A: Segments are automatically refreshed every two hours
Q: What happens if I downgrade my plan?
A: Each plan has a limited number of active segments that can be created. If you downgrade to a lower plan, the most recent segments will remain active, and older segments will be deactivated.
Q: When multiple surveys or feedback widgets are activated, which one will display for the user?
A: If you have multiple surveys or feedback widgets configured for your site, the one that will be displayed is determined by the one with the most specific criteria. For instance, if you have two surveys—one targeting 'everyone' on your site and another targeting 'internal users' on the 'Scale Plan'—the latter will take precedence as it contains more specific specifications. If both surveys have equal specifications, the most recently created widget or survey will be displayed.