Customer segments

Every customer of your store belongs to one segment, based on how they buy from you. Your Charter can give a segment a different answer — a longer return window for your best customers, for example. There are nine segments: eight based on buying behavior, and one for customers Razviel cannot place.

The nine segments

• Champions — bought recently, buy often and spend the most.
• Loyal Customers — spend well and buy often.
• Potential Loyalists — bought recently, spent well and bought more than once.
• New Customers — bought recently, for the first time.
• Promising — bought recently and spent little.
• At Risk — spent a lot and bought often, and have not bought in a long time.
• Hibernating — last bought a long time ago, with little volume and value.
• Lost — the lowest scores on all three measures below.
• Default — customers Razviel cannot identify, or who have not bought anything yet.

How a customer falls into a segment

Razviel places each customer from their orders in your Shopify store, using three measures:

• Recency — how many days since their last order.
• Frequency — how many orders in the last 12 months.
• Monetary — how much they spent in the last 12 months.

Each customer is scored against your own customer base, not against other stores, and placed in the first segment that matches. Every identified customer with at least one order lands in one of the eight segments.

The first classification runs in the background when you connect Shopify. After that, segments are recalculated every night, so a segment can be up to a day old when a decision is made. The segment is a calculation, not a judgment made by the AI.

The Default segment

Default is for customers without purchase data: a customer Razviel cannot match to a record, or someone with an account and no order yet. A customer with no order is never treated as a New Customer.

Default always has an answer in your policy, so the AI always finds a rule to follow. You choose that answer. It is usually the most cautious one, since an unknown customer carries more risk.

Use segments in your policy

When Aria asks about a case, she asks whether any group of customers should get something different. If you say no, every segment gets the same answer. If you say yes, only the segments you name are different. A segment can differ in which actions are allowed, in the limit, or in the conditions, such as a longer return window.

Where you see your segments

The segments and their size appear in your Intelligence dashboard. Razviel calculates them; you cannot move a customer from one segment to another.