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all right we're live hello everybody hope you've got a fresh cup of coffee got your lunch ready and are ready to dive into all things campaign building today i'm elijah hussein on the marketing team here at customer i o i'm joined by my co-host kendall gibson and rachel cobb some quick contacts about who we are and why we're here we are a cross-channel customer engagement platform that gives you the power to build hyper relevant segments and campaigns based on your customer data and also align those campaigns with the key engagement milestones within your product or platform what that might look like is placing a first order or maybe even failing to log in after 30 plus days so how do you get them to come back become a loyal user long-term customer of yours um so yeah let that jump right in you can see a quick overview of what customer i o looks like once you're in we'll also dive into that a little bit more today we're actually going to be revealing how to keep data and campaigns in sync when you have multiple customer types something i'm very excited to speak on we have two experts here with us today again like i mentioned i'm joined by my co-host kendall gibson sales manager here at customer i o and rachel cobb our customer success team lead for the americas team um rachel why don't you kick us off with some introductions yeah hi as well i just said i'm rachel i'm one of the team leads here on the americas team uh we say america is because we are a global company and we also have csms all over the world uh i have spent five years in marketing automation but has spent the majority of my career in customer journeys and acquisitions and all this stuff so i'm really excited to dive into our platform and show you all how you can use uh our messaging strategies specifically to target your audience and get a holistic view of your customer journeys yeah hi everyone i'm kendall uh like elijah mentioned i'm a sales manager here so i work more pre-sales helping our customers understand customer i o are offering and really the value that we can bring to their current communication strategies um and thank you all for joining us and we've really been preparing some really hands-on material for you all based on our experience working with multi-sided marketplaces especially with companies such as the not workana and saucy just to name a few for example but again like elijah mentioned we're going to be covering a few challenges that we hear most often and demoing a few ways to help approach you help approach those and overcome those challenges using customer io awesome thank you guys for the introductions we're really excited to have you join us before we dive into the event um rachel do you mind giving us an overview of the marketplace company that we'll be using as an example as well as some foresight on what exactly we'll be sharing today yeah definitely so for our uh webinar today we have a fictional company called delivery they are a multi-sided marketplace centered around food and beverage delivery so uber might be like a real world example um delivery is a peer-to-peer platform and they have two user groups that they're trying to target with their marketing and uh transactional messaging this is drivers they're the people who actually deliver the food and beverage to customers and then customers who are receiving and ordering the food and beverage on the platform um we've got some brand imaging in there for you they want to focus on building food in a speedy manner and today we're going to look at how marketers on the delivery team can create a cohesive customer experience by bringing the b2b and to c messaging in one platform i will show how its product triggered how you can use transactional messaging and how you can use some real-time data to deliver your marketing messages in a effective manner yeah that's super helpful rachel thanks for setting the stage there i think especially when we're thinking about multi-sided marketplaces there's a lot of different company types that fall into that and customer i o definitely serves a lot of different types of those companies in those different verticals so we're all excited to dive in just a little bit more and give everybody here a little bit more of a taste of what they came here for so elijah would you mind setting the agenda and get us rolling there yeah for sure so for today's agenda we're actually going to hear how do you keep data and campaigns in sync when you have multiple customer types so we're going to dive into the how and why of how difficult it can be to increase engagement across various user groups when you have this communications tools as well as what we often hear is various teams owning different parts of the messaging strategy next we'll get tactical is decoupling marketing from engineering the way to go and what does this look like from a metrics and workflow perspective so you'll get to see some hands-on behind the scenes into customer i on the platform and then we'll finally round things out with some how-to's using some fun tips and tricks we call them tool tips we'll hear from kendall and rachel on some more of that later and again just a quick reminder any type of feedback or comments that you'd like to make you guys can engage with us in the bottom right hand corner using the chat questions or the react button to drop some emojis let us know that you guys like what we're sharing so why don't we jump right into the workspace while we're doing that while rachel's getting that set up um some important context to highlight this is an entirely sandbox environment with sample data um so just wanted to be able to give you guys a real world um example of what we talked about with delivery um and show you what that experience might be like for the day in the life of the marketer or the practitioner all right so perfect yeah richard you want to let it okay yeah i'm ready um so this is a live view inside of our uh workspace right now um we'll go through the entire campaign as we progress through the rest of our conversation topics but the type of campaign that i built here today is a event record campaign we're triggering this off of an event of a customer or a driver signing up so showing how we can seamlessly use one uh action to um capture both of our audiences uh you could also trigger this off of the forums if you have a sign up form in your website you can embed that very easily um and or i should say integrate it into customer i o very easily so there's lots of options for how you trigger your campaigns we're just doing an event uh for today the other thing to know about this is that we are going to be engaging both the drivers and the customers in this campaign and you'll see at the top how i have it split on customer type immediately after someone signs up this customer type is coming through uh the signed up event that's being sent to us in this example yeah and then hey rachel quick question so like one of the things that we hear a lot um from our customers is that they're typically using or using honestly multiple different tools to help them manage different audiences and message their customers so i was curious from like an experienced perspective um how do we handle that in customer i know at customer i o because it can get a little bit messy and inefficient sometimes so i think it'd be helpful for the audience just to understand a little bit more about that as well yeah definitely so the great thing about our platform is you can have multiple sources of data coming in so i mentioned a forum already so if you have a sign up form somewhere that could be great uh this signed up event would come to us via an api trigger we also integrate seamlessly with sql databases and things like that and one of the cool things especially if you're coming in as a premium customer you'll have a dedicated csm that will talk through those different options for you but the biggest thing is that if you're integrating all of these different sources of data if you're using everything in one platform you're able to tag users and really get a cohesive understanding of all of your data in one place which if you have a form and a database and a website and also their stuff right now may not be something that's already set up in your marketing instance yum that's good to hear and you know what are some of the common pain points i feel like most of the times we speak to you know either in the pre-sales process or once they do become a customer they weren't really realizing that it was much of a pain point having things in different tools um but what do you find are either like those aha moments or like some of the common pain points that folks find when they are trying to use various different tools versus one platform yeah so one of the biggest things i think from a marketer's perspective is that a full understanding of the entire customer journey so you don't want to over message people you don't want to under message people you want to know when your users are engaging and because you can um send in data from your app or platform and from your website and from your database and things like that you're able to really get a cohesive understanding of that um data also allows you to personalize your messaging so this could be everything from like a first name you'll see down here our platform uses a syntax called liquid to do this um but i'm pulling in the customer's first name and if my data comes through and it's not capitalized i can use liquid to make it capitalize so it just looks really nice as well so these little pieces in the platform really allow us to make the marketer's job a lot easier and i think the last pain point to address is that you really want to be sending relevant messaging at the time that your users and customers need it so by using action timely events like signing up or placing an order and things like that and triggering messages in customer io you know you're reaching your customers at the correct time now that's good to hear and it's nice to see that within the platform you can create that similar customer journey despite which group that they're in and one important thing to note is we do have these sticky notes on the screen kind of as call-outs for what we're walking through but i can imagine that if i were a marketer working with maybe my product team or someone else who owns a different part of the customer journey it would be helpful to leave a note for that teammate to be able to make an update to a certain message or you know help curate that possible customer journey that they might be managing at least it's all in one place though and we can still find that so i think that's really cool as well yeah definitely what you know marketing and product and engineering all works together and as much as we can make your job easy to collaborate with your internal teams we want to do that yeah i can imagine how oh sorry you go first no i'm just gonna say i can imagine how difficult it might be as well to just to gather the insights during different stages of the life cycle like you were mentioning rachel um and so like you mentioned the cohesive experience isn't just for the customer it's also for your marketing team your product team engineering team everybody working together rather than working in desperate tools so it's really nice to see that you can do that all on one platform yeah for sure sorry about it i almost cut you off there i got a little excited um so i did have a question and wanted to run a scenario by you just something common that we see again in the pre-sales process um related to this type of multi-sided marketplace and it was trying to understand if there was maybe a more efficient way that those customers can help approach this within the tool so let's say a customer has ended up with four messages today from a company or our guests have ended up with four messages in their inbox today from a company um the product team sent out a new feature release content fired away the weekly newsletter systems update again and then all during the same time in the same window so it was almost like boom boom boom right in the their inbox how can we help our customers prevent this more negative experience to the customer while they're using customer io yeah that's a great question um and over messaging is definitely something that you want to avoid in your customer life cycle so i think uh you know we've talked about having everything in a cohesive platform and how good that is to understand the customer journey so that's part of it the other thing is we have some specific features to allow you to control your messaging so uh we have like message limits that you can play so maybe people only receive two emails a day and the nice thing about that is is it's not you turn it on but it's not necessarily applied to every single campaign so you can say okay like this uh transactional type onboarding campaign is super uh important and everyone must get it no matter what but then you have like a marketing message where you're applying a messaging limit to that saying look if they've already received two emails from us in a day a week a month whatever your cadence is um you can limit them from getting further messaging so there's some really specific instances um or some relationship features you can use additionally um you can exclude people from an entire campaign based on the fact that they have or have not received the previous email so if you're trying to control your uh control your journey of like okay everyone needs to get through the onboarding campaign before they can ever receive like a product newsletter for example uh you can use segmentation in your triggers to control that so all really simple and achievable inside the platform yum you know it sounds like we're talking about like message frequency and also identifying at what point in the journey do we then trigger that message i see we do have um some split branching can you tell us a bit about that and the ways in which we're identifying which path for which customer yeah absolutely so as you can see here we're splitting on customer type uh this is a variable that's coming through at the signed up event for this example but this could also live on the customer profile um so you could have a tag that says like x profiles the driver x profile is a customer this could also come through on your form but so we're splitting this up and this is a great example of how we can provide a welcome newsletter for our two different customer types um based on like what it is that that we need a message to them and then this other thing down here these wait untils so if they receive a welcome letter this wait until says okay we want to sit wait until they place their first order or if their driver they delivered their first order um so this is a really cool way to again send targeting messages messaging at the time that it's relevant uh these wait untils can have if i click in you can see i can set this off with a condition an event variable i can also set a max time so for my example they're waiting forever until they place an order but you could also say like i want to wait for two weeks and if they haven't placed an order push them through and then maybe send a reminder email instead of a thank you for your first order email yeah so what i'm saying here is that there are different ways in the campaign builder to utilize that data and then optimize the type of message that they're receiving but not just the type of message but when they might be receiving that as well and i think that's really important because we talked about again like over messaging or maybe even under messaging so there is a time to create urgency but there is also a time for pullback and to let them kind of go through the journey that you've already laid out before them so i think that kind of brings us to our next topic on the agenda i know kendall and i have chatted about this quite a bit we've also heard in various calls with prospects um during my time in sales as well that marketing can tend to rely on their engineering and dev team for more like day-to-day tasks such as uploading updating templates um or even making like campaign changes something that you might want to do on the fly um which again we keep coming back to efficiency but efficiency without capability is is still kind of a gridlock so i know it can sometimes negatively impact the experience for the marketer when they do have to rely on their engineering team for simple day-to-day updates um could you tell us more about this and and maybe see how this might be different of an experience as far as segmentation goes within customer io yeah definitely so um you will need engineering resources to get started right because unless you're a marketer who knows how to build api calls or integrations um you'll need someone to help get the data in so i want to make sure that they're involved in the beginnings get stuff in but as you can see here right this wait until is looking at an event that is happening outside of this campaign it's not attached to this campaign at all we're just saying this is another data point that's coming into our platform so once your um profiles are coming in your integrations are set up and we have live data flowing into the platform you're able to very easily as a marketer use this visual workflow to come in and leverage that data without your engineering team having to trigger a separate event later to then trigger a separate email right which is traditionally if you were using like a home built system that's what you would have to do you'd have to have these two separate email workflows triggered by two different events whereas this is all housed in one another example down here if we scroll down a little bit you can see this segment that i have here which um it has a couple different events inside of it so it has a if if a customer placed three orders if a driver delivered three orders and they signed up they would qualify for this true side of the branch here and again this is really powerful because you're not relying on your database to track this information and then an engineer to trigger a sync from your database once they've met the criteria we're tracking the criteria live in the platform based on the information that you're already sending to us so it gives the marketer a lot of flexibility to control all aspects of the customer journey without constantly having to ping engineering every time they need an update on where people are awesome yeah i'd be curious to hear from the audience i think this would be a good time for poll number two um we have the question of what part of your marketing communications are you relying on your dev team for um and we'll see some typical answers sometimes we hear about updating workflows pulling segments so i'd be curious to hear from the audience there as well and we can we can go ahead and leave this up just to let everybody take a peek for the time being all right i'm seeing a couple votes for pulling segments targeted audiences kendall from your experiences that's something that you typically hear about yeah definitely um having that kind of conditions pulled from your engineering team saying i want to target customers who have done x y and z um is something that we hear super frequently um from our customers and prospects and so having the ability to do that within the workflow itself and then use our segments for um conversions as well is another big kind of component of that so that's something that we definitely can do within the platform that reduces a lot of time and effort or waiting that our customers usually have to do um to get that data from their internal teams yeah yeah we had the area that we were going to run through i think we already kind of hit the nail on the head with this one but just mentioned that like if you're looking to update a campaign for that specific segment of loyal customers but there might be like a week back log of urgent updates or maybe there's something that you can't get done on your own because it does take a bit of i can help so again just iterating on it could it could still be necessary in the in the pre-setup stage as far as integration goes but then once you are within the platform and you do have active data flowing in that is kind of like a liberating process for the market to be able to then act on those segmentation capabilities yeah elijah i also want to highlight these are some of the little more advanced features but over if you notice over here on the left hand side we have some options like uh create an event batch update and query collection so these are some of our more technical data driven aspects of campaigns as well that allow you to do some of the work that again previously you'd be relying on your data team for so um i help a customer build a campaign recently where they didn't have an event that was coming in but they needed it to trigger basically a third campaign and like this very complex flow and we're able to use the uh create event item here to say okay once someone reaches x y and z criteria trigger this event which then triggers them for an entirely different campaign so there really is a lot of flexibility in these workflows for you to take control of how your customers are are traveling through and hopefully to you know take a lot of work off of engineering because that's our goal here we love our engineers we want to keep them happy and i think another kind of component that we hear pretty frequently is relying on the engineering team to either edit or test or iterate on a campaign or message really on the file after it's live or um even on honestly before it's live sometimes too is this typically an easier process from your experience yeah so we have some good tools in the platform for that as well um so like i look at this email right here i can very easily turn it into an a b test and now i have two versions that i can edit and decide right how i want these variations to work um you'll notice up here there's a whole other tab so the metrics come through and you have your own reporting so it's again empowering marketers to make decisions for themselves and how they want to leverage the data um also while we're just talking about like email specifically um you know even if you're using like uh these are all built using our visual workflow builder which we'll jump into that i know down here just a little bit i messed up all of our sticky notes by adding in that a b sorry um but we'll jump into a specific email in a little bit but i know but we also have like the ability to write html emails and things like that so if you have an engineering team that maybe is building some templates for you in html you can very easily copy that email from workload workflow and i'll show you right now it's super simple so if i come here and i just highlight say i want this whole branch to like go to another campaign or just an email or whatever it is i just drag my mouse over it hit copy to i'm looking for another campaign here and then i just hit on this plus sign and boom now my workflow and my email that i need is in a whole nother campaign so it's just really simple to navigate and use for marketers yeah that's great to see because then you could have maybe for example that a b test running and then once you identify which message is working best you can attach that to your next portion of the customer journey um and if you see maybe a specific segment of users are reacting better to a specific type of message or channel that could also be used so that's always like a really fun way to to see how those results are coming back and and just informing your whole your whole customer journey so that's awesome let that leave up for a minute so i guess one thing that i am curious about before we move on to the next section i did think about this is how often should you be modifying your campaigns or maybe like setting benchmarks to test against to measure the success of your campaigns is that something that you typically cover during like a strategy session with some of your your clients yeah absolutely so part of our role here at csm's is not only to like answer technical specs about the platform and troubleshoot but also to be a strategic partner in your marketing efforts um so i will very often do audits of some of my customers campaigns and talk about how they can be leveraging stuff better but to specifically your question um part of it will depend on your um your like audience size that you're messaging right so how if this campaign is qualifying like hundreds of thousands of users every week you can test or i should say you can change the campaign much more frequently best on your base of your test results if this is something where only a couple of users or maybe even 100 users are trickling through every week i would definitely give it probably at least a month before you made any changes or any iterations because you really want uh we call it a statistical significance in uh the variations that you're you're working with for these different emails yeah i think it's it's really important to know also like audience size does play a big role into that and so definitely talk about statistical significance tongue twister for me as well when you're talking about statistical significance um that can also vary again when it comes down to audience size so that's good to know um well rachel kendall we've talked about integrating your customer data in a way that's efficient for the dev teams to pass off the baton to marketing we've also talked about maybe just a few better ways to optimize the types of messages your customers might be receiving which has offered up some really great insights as far as testing goes um different conversion goals things of that nature i do have one last scenario and it's probably going to be the lower portion of the campaign but i do want to talk through this we kind of touched on it briefly but let's say for example this customer has placed their first three orders last month but they haven't placed another order in maybe say 30 days how can you capture and re-engage this at-risk segment maybe of customers or just specific customers to drive another order drive that repeat action like we mentioned i know in our first poll we did get some responses as far as retention being a big priority so i definitely want to touch on this before we move on to the next section sure um well i think there's two primary ways i'd like to highlight one is in this campaign so you can see here um i'm checking to see if they place the first three orders but they did saying hey great you're on a roll um discount code or whatever um if they haven't uh we have a manual segment here and so this is just dumping people in that made it through onboarding but then didn't go on to place pre-orders after 30 days we can then use this manual segment to build a retargeting um campaign separately if i wasn't if i didn't have the foresight to put a manual assignment here to catch everyone as they're going through i could also just build a segment that says um you know has it would be let's see like orders placed has not been performed at least three times within the last 30 days so our segmentation engine gives you the ability to put time constraints on actions and then you could take that group of people and again retarget them interesting yeah so how would you determine maybe the high and low points of customer engagement throughout the campaigns or messages that you're running um i'm not trying to understand your question do you like where people are engaging the most yeah so maybe like identifying those drop-off points or maybe anticipating those yeah definitely so one of the uh cool things about this is that once you actually launch your campaign there's a couple different ways to do metrics so if i click on here i can see my bricks tabs now we've only sent two people through this so there's not a lot of information in here but you're gonna be able to see uh like engagement on your individual emails um so this this is a unique one here because it'll tell you like for the entire path what you're delivered converted open was and so this allows you to really understand targetedly where your people are engaging um and then that's where i would recommend like a b testing maybe if you're not getting if your open rate is really low right then then you want to test your subject line if your click-through rate is really low then you want to test your call to action um so that's like a really simple way within an individual campaign to look at your metrics and just see where people are engaging from a best practice perspective when do you recommend maybe creating a more lengthy campaign versus breaking it down into smaller campaigns maybe with like different conversion goals yeah so the answer is in your question so conversion goals is really what you want to think about when you're building campaigns so you're able to set a single goal for an individual campaign now this goal may have a couple different criteria in it right so maybe it's that they got a specific email they clicked on an email and they performed an event right so all of those could qualify under one conversion goal but when you're thinking about splitting campaigns up into multiple uh campaigns you want to ask yourself is is my goal for these different types of messaging the same or different if it's different use two different campaigns if it's the same build a really complex workflow with branching and different things like that like we see here inside of one campaign because then you get a holistic journey of your beginning messaging all the way to your conversion where are people like hitting that mark gotcha okay very cool can we zoom in a bit more on that bottom portion of the campaign yeah definitely you want me to click into the email or you just want to uh see one of these branches up close well i we'll captioning not 30 available this is just a straight time delay there's a couple different options so early we covered to wait until there's a time delay and then time windows allow you to control the times of days even down to your end users time zone if you want to on when people are getting messages so a lot of flexibility and control in your hands um and then we're doing this true false branch and we're tracking again outside events that have nothing they're not triggering this campaign at all but it's just we're tracking orders and we're tracking deliveries and once people hit this uh threshold then we'll give them a little uh coupon or you know whatever it is it's the incentive or kudos yeah exactly well you said something really interesting there and i think that leads us to our next portion so um if anybody has any questions definitely surface those as we're still in this push the campaign but you did mention time zones which is very similar to the next portion that we want to cover i think kendall do you want to team this up for us and let us know maybe what we're what we're leaning into yeah so for sure um so like rachel mentioned in our intros we are an international company and so one of the biggest asks from our customers is how do we manage multilingual campaigns and and make those easier to produce and so um within the last few months we actually released a new feature for multilingual um which rachel's going to get in here in just a second but it was one of the most fast things that was coming up in the free sales process and so we just wanted to make sure to highlight that to you guys today yeah all right so i have this email here i'm going to click in to edit the content um a couple things i want to highlight that are good to point out so this is our company delivery you can see again where i'm using personalization here to reach out to my customer uh this liquid syntax down here is really cool because i have one email uh that is sending a different message you can see here thanks for delivering pre-orders or thanks for placing pre-orders depending on the customer type so i don't even have to make two separate emails i can just use some fancy liquid to display the right context to people um so again really useful in our messaging strategy and then up here i have my various language versions so we are sending it to check customers and you can see here i have my language we are sending to spanish speakers and then two french speakers and i can create this all within one email in my workflow so i'm not having to make multiple steps or multiple branches based on their language you do need to store the language on the profile so that uh this looks at a very specific language attribute but we have lots of documentation on how to do that and you do need to um translate yourself so we don't have like internal translation services hopefully one day that might be a cool feature that we can offer um but right now you would do your own translations but you can just pop in the various versions here and then customers will get the correct version based on their language uh the default is if no one has a language set the other cool thing i want to mention about this uh that is really exciting with this new feature is that metrics for each individual language are broken down so you know how your french speakers are performing compared to your text speakers or your english speakers or your spanish speakers in this example um and you can really work on those versions individually to make sure they're addressing the different needs of your individual language speakers yeah that's awesome is it possible that we can see maybe a preview of the message oh yeah absolutely so if i go in here and click preview so this is using miller and you can see here right i i don't read french friendly but um but you can see it's it's showing them one single message you're not seeing all of this liquid right that's behind the scenes you're just seeing what the end user is gonna see they're getting a um they're a customer so they're getting a coupon for their next uh purchase and this is the little thank you what did you call it joys and something surprise and delight surprise and delight so the the redeemed is their surprise and delight yeah yeah no i think this is wonderful it's a great addition um to just overall one from getting our customers feedback and we always like to improve the product based off of things that are going to be relevant for how they're engaged with the product already but it's also a good opportunity you know the world is always changing it's good to be culturally aware regionally aware socially aware of what's going on and so also making sure that people feel included and that you're reaching them in the way that they want to be reached is really helpful as well and then again yeah making sure that those messages are coming through like we always say the way that they want to be reached and when they want to be reached and knowing that this can also update if someone's maybe traveling or we have a ton of people remote nowadays that can also update on its own as well which is really cool so this has been great i'm really happy that you added this as a tool tip it's one of my favorite features i think it adds a lot of versatility already to the robust campaigns and segmentation capabilities that you have with customer i o so i really appreciate the expertise here on this from both of you um i think what we're going to do is we will have q a coming up shortly but before we get there we will jump back over i think we have something in the background for everybody we're going to be sending out a guide actually very relevant to what we just talked about which is our multi-language campaigns and newsletters marketing guide very fun oprah moment you get a guide you get a guide everybody gets a guide um and then we also want to give you the opportunity if this was relevant and probably seems very pertinent for some of the things that you're working on in the moment at your current organization definitely let us know if you'd like to speak to an expert like someone on kindle's team or even get in touch with someone from rachel's team you can request a demo um if you're also not in you know platform evaluation mode we totally understand if you don't want to hear a pitch just go ahead and let us know in the comments on this form to show us your top three so show us the top three most relevant use cases um how can customer io work for your company you'll actually see a pop-up on your screen if you want to do this right now um but in the meantime that's all we got for you guys today we'd love to hear any questions um i have a couple myself i think we have a couple in the crowd as well so eager to get to that point but thank you again so much rachel and kendall it was really nice to have these questions and actually show up behind the scenes of the platform i think a lot of people hear a similar verbiage or see a similar experience but it's it's very very different once you're actually hands-on especially for the marketer who's um there for the day in the life so that's all for now folks let's go ahead and move on to some q a again if you want to you can click show me your top three and we'll get back to you with that as well let's see what we got here we got a few votes on the first one what part of your marketing communications are you still relying on your dev team for we saw testing campaign reporting pulling segments targeted audiences and then the first one was of course we actually saw a little bit of a spread so we did have retention as a priority for the customer journey we also saw onboarding which is a really popular one and i think both kind of go hand in hand that first taste experience with your company is what's going to help ultimately in the long run and then we also saw win back as well so pretty even spread but again retention taking that one step further which i think is really relevant nowadays especially with the current market so cody that cody elijah can i touch on that really quick yeah definitely cody's in here behind the scenes running the slides um so i think the retention is a really interesting one and one of the things i recommend that new customers do when they set up is build a segment that is specifically around uh customers that have been sent a message because it could be an email a push um you know this has been email focused but we also do sms and push and all those things so has hasn't sent any message and hasn't uh opened or clicked that would be engaged right with the message and if you start to build those segments from the beginning you can very clearly see um like in the last 30 days or three months or whatever uh how much of your audience is not engaging with you and then build specific retargeting uh campaigns around that audience so again this is a segment that doesn't have to live in your database you don't need an engineer for we're using live data in customer io to really understand those audiences and empower the marketers to then reach out to them yeah that's awesome and so what you're saying is it's taking a group of those users who aren't as engaged and it's a manual segment or is it something that's okay great yeah that's great no no it's it's not manual it's data driven so it's running behind the scenes yet okay even better even it's a little too soon on that one you can still do a manual segment in the one-off instance that you need to but for the most not a driven would be the way to go for that one absolutely yeah i love automation i think it's perfect that's exactly what we need especially when you have a lot of different campaigns running and such a large audience size so that's really helpful as well okay well i'm not seeing any questions coming through which hopefully that means we hit the nail on the head so from here on you guys will all be receiving the guide you'll see that in the near future be on the lookout in your email to receive that and don't forget that if you'd like to see anything specific or hear from our experts here at customer i o that you can go to that form fill it out and we'll get back to you as soon as possible all right thank you everybody thanks everyone bye [Music] you