With digital communications channels securely in place, the Slice team turned to the data. The pizza marketplace is keenly focused on delivering a frictionless experience that brings customers back for repeat orders.
Slice needed a tool that would allow its teams to aggregate customer data, understand how users are navigating through the apps, and identify where they may have trouble. The team also needed a solution that would free up engineering resources and allow them to ingest data at scale without overburdening their infrastructure.
Slice decided to implement Twilio Segment Connections to collect data that provides a full view of the customer across its apps, support, payment and messaging experiences. And Segment Protocols allows Slice to clean and organize historical data, as well as enforce data governance across the business. Segment now enables the Slice product and data teams to power all its tools, including Twilio Programmable Messaging and SendGrid Email API, with the same clean, reliable data.
“As a product manager, I can’t imagine launching a new product without Segment,” said Ljubinoski. I’m constantly using Segment to ensure we are getting the right data to better understand what customers are doing within our apps. Our product analytics give us really powerful insights that help us move the business forward.”
Slice analyzes behavioral data streaming from text, emails, and calls to identify user problems, implement solutions, and then re-evaluate the data to assess the impact. Segment helps Slice uncover unexpected trends within Twilio’s communication channel data, illuminating where there’s room to improve its user journey so customers order a second slice.
“Our customer data flowing through Segment to our Twilio communication tools has greatly improved our ability to understand the customer journey from start to finish,” said Anders Cassidy, Senior Director of Data Engineering at Slice.