Personas automatically builds user profiles by combining customer history across devices and channels. Trait and audience building Synthesizes data into traits, audiences, and predictions for each customer.Īctivation Pushes audiences to end tools for personalized marketing campaigns and in-app experiences. Identity and account resolution Unifies user history across devices and channels into one comprehensive profile. Building a single view of the customer with Twilio Segmentįrame.io chose to use Twilio Segment Personas to build their single view of the customer, streamline support interactions, and synchronize their external messaging to customers. The growth team wanted to continue to use the tools they had in place and also execute campaigns that drove consistent messaging based on the customer, not the channel. This meant customers could receive contradicting messages depending on where they interacted with Frame.io. However, each product they used for in-app, email, push, and on-site notifications had different segmentation capabilities. On the marketing side, creating an effective cross-channel marketing campaign was a struggle because Frame.io used point solutions for different channels. This increased the time to resolve the ticket for the customer and made the support agents less efficient. The engineers would need to search through internal log files in addition to their core work. When a customer wrote into support, their agents needed to enlist engineers to figure out what happened with a specific customer having a specific issue. Despite all the data points, we didn't have a global picture or place to manage the customer's profile,” stated Kyle Gesuelli, Head of Growth at Frame.io.īoth the marketing and support teams at Frame.io needed a better understanding of their customers to provide personal, helpful experiences. “We tracked client activity, but it was difficult to compile that stream of data into a customer's complete history for marketing and support activities. Inability to collect and manage customer profiles across the businessįrame.io needed a definitive “single source of truth” where they could unify diverse data sources that would provide the full picture of their customers. Now, instead of using Dropbox for file sharing, Vimeo for video review, and email for communication, teams can utilize Frame.io for all of their communications, thereby eliminating miscommunication, preventing feedback paralysis, and accelerating productivity. Frame.io can be used in a browser or with popular creative tools such as Adobe Premiere Pro, Adobe After Effects, Final Cut Pro, Slack, and Vimeo, eliminating the hodgepodge of tools needed to review and edit videos. Personas also helps Frame.io’s growth team keep messages in sync because the same audiences are being used to trigger notifications across each marketing automation tool they use.įrame.io is a professional video software company that allows team members to collaborate on video projects online. As a result, the Frame.io support team can use Personas to securely search Personas for customers who have submitted tickets and can quickly get information on related events, properties, and errors to uncover issues. Frame.io chose to use Twilio Segment Personas to automatically build user profiles by combining customer history across devices and channels.
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