Customer segmentation lets you group customers based on common characteristics such as demographics, history, or behaviors, allowing you to target specific customer cohorts.

This guide covers how to configure and manage customer segments.

Before you start

• Segments are available to Pro or Custom plans merchants.

Customer segments overview

A segment is a group of customers that have similar characteristics. You can name each segment to group customers such as “Top Customers” or “Test Customers”.  Recharge customer segments are similar to customer segments in Shopify or customer lists and segments in Klaviyo.

A segment member is an existing Recharge customer associated with a segment. Customers are recognized by their email address, meaning an email address is required when uploading customers to a segment using a CSV file. Customer email addresses must be associated with a Recharge customer record to be added to a segment. Customers can be added to one or several segments. 

You can use segments when setting the conditions for a Trigger node, or when using the Segment node with Reward Strategies or Upcoming Order Cross-sell strategies.

View customer segments

View your customer segments in the Recharge merchant portal:

1. Click Customers and select Segments from the dropdown. 
2. Click on a specific segment name to view the customers within a segment.

Create customer segments

Create customer segments through the merchant portal, or using the Segment node with Reward Strategies or Upcoming Order Cross-sell strategies.

Method 1 - Create the segment in the Recharge merchant portal

1. Click Customers and select Segments from the dropdown. 
2. Click Create new segment and name the segment. Select Next to move on to the next step. 
   
3. Click Add customer. 
4. There are three methods you can use to add customers. You can use one of the following options to add customers to a segment in the merchant portal:
   • Manually add customers to a segment
   • Upload a CSV
   • Import an external segment
5. Select how you want to add customers and click Next.
   

You can then add customers to the segment depending on your preferred method.

Method 2 - Create the segment through the segment node

If Rewards is enabled for your store, you can create a segment directly on the flow canvas when configuring Reward Strategies or Upcoming Order Cross-sell strategies.

1. Create a new strategy.
2. Drag the Segment node onto the flow canvas.
3. Click on the Segment node to configure your segment.
4. Select Create new segment.
5. Add a Segment name.
6. Click Save segment to save the new customer segment.

After creating your new segment, you can configure the Segment node settings to add customers to the segment when they reach that point in the strategy.

Add customers to a segment

There are multiple methods you can use to add customers to a segment:

• Manually add customers to a segment
• Upload a CSV
• Import an external segment
• Automatically add customers to a segment after a specified point in a Subscription Experience strategy

Method 1 - Manually add customers

Manually add customers to a segment at any time:

1. Click Customers and select Segments from the dropdown. 
2. Click on a specific segment name to view the segment.
3. Click the Manage button.
4. Select Add customer.
5. Enter the customer's email address and click Add to add the customer to your segment.

Method 2 - Upload a CSV

Use a CSV file to bulk import customers into a segment. Recharge uses the customer's email address to look up the associated Recharge customer record and add supplemental customer information to the segment, such as customer name and phone number:

1. Click Customers and select Segments from the dropdown. 
2. Click on a specific segment name to view the segment.
3. Click the Manage button.
4. Select Bulk import customers.
5. Click Download template to download the CSV template to input the customers for this segment. Make sure each customer has an email address added to prevent import errors.
6. Upload the completed CSV template and select Import.
   

When Recharge completes the import, all customers included in the CSV file display in the segment. Emails with no matching customer record in Recharge are ignored during the import, and customers who may already exist in the segment are not duplicated.

Method 3 - Import an external segment

Import your customer lists or segments from Klaviyo directly into Recharge: 

1. Click Customers and select Segments from the dropdown. 
2. Click on a specific segment name to view the segment.
3. Click the Manage button and select Import external segment.
4. Choose a segment type from the dropdown menu.
   
5. Search for and select the segment or list to import. Then, click Next.
   

6. After you've imported a segment, you must sync the segment with Klaviyo as segments are not automatically synced with Klaviyo. Click Manage and select Sync from Klaviyo.
   

Method 4 - Automatically add customers to a segment after a specified point in a strategy

You can add customers to a segment automatically if using the Segment node when configuring Reward Strategies or Upcoming Order Cross-sell strategies.

1. Click on the Segment node on the flow canvas.
2. Select Add to segment under the What do you want to do? options.
3. Select the segment you want to automatically add customers to from the Specify Recharge segment dropdown menu. 
4. Click Apply.

When your flow is active, Recharge automatically adds customers to the specified segment when they reach the point in the strategy.

Delete customer segments

Follow these steps to delete a customer segment:

1. Select Customers from the left-hand navigation menu.
2. Click Segments from the Customers navigation menu dropdown option to open the list of customer segments.
3. Click on a specific segment name to view the customers within a segment.
4. Click the Manage button and select Delete Segment to delete the segment.

Deleting a segment is permanent and cannot be undone.

Remove customers from a segment

Method 1 - Remove customers manually through the Recharge merchant portal

Follow these steps to manually remove a customer from a segment:

1. Select Customers from the left-hand navigation menu.
2. Click Segments from the Customers navigation menu dropdown option to open the list of customer segments.
3. Click on a specific segment name to view the customers within a segment.
4. Hover over the customer's name and click the Action menu that appears.
5. Click Delete to remove the customer from the segment.

Method 2 - Automatically remove customers from a segment after a specified point in a flow

You can remove customers from a segment automatically if using the Segment node when configuring Reward Strategies or Upsell Subscription Strategies.

1. Click on the Segment node on the flow canvas.
2. Select Add to segment under the What do you want to do? options.
3. Select the segment you want to automatically remove customers from using the Specify Recharge segment dropdown menu. 
4. Click Apply.

When your flow is active, Recharge automatically removes customers from the specified segment when they reach the point in the flow.

Considerations

Consider the following when using customer segments: