Create a segment of customers who have a high intent to purchase 

Your customers are showing you what they want through every browse, click, and cart they abandon. Use behavioral signals based on web interactions and shopping patterns to build dynamic segments that lead to better-timed, more relevant campaigns.

Young man using smartphone, overlaid with segmentation data for pet insurance product views.

Stage of the funnel

  • Conversion and purchase

Channel

  • Email
  • Mobile push
  • SMS
  • WhatsApp

Industry

  • Media and entertainment
  • Retail and ecommerce
  • Travel and hospitality

Challenge

Many brands still rely on only demographic data to build audience segments, missing the real-time signals that reveal what customers actually want. When you ignore behavioral cues like product views, cart activity, and browsing patterns, you end up sending irrelevant messages that get deleted instead of clicked.

Goal

Use behavioral data to build targeted segments that allow you to deliver more relevant messaging and increase conversions. 

KPIs to track: 

  • Click-through rate
  • Click-to-open rate
  • Conversion rate
  • Conversion amount
  • Average order value
  • Browse abandonment recovery rate 
  • Cart abandonment recovery rate
  • Unsubscribe rate

Best practices for loyalty program campaigns

Behavior-based segmentation helps you home in on what your customers are actually doing on your website and respond with messages that encourage them to make a purchase with you rather than a competitor. These tips can help you refine your segments and campaigns to turn intent into action:

Browser with magnifying glass icon to represent identify customer signals.

Identify high-intent behaviors

Focus on actions that indicate purchase interest, such as repeated product views, cart additions, or category browsing. These signals are more likely to lead to conversions when followed up with personalized messages.

Cart on laptop icon symbolizing customer action.

Use recency to prioritize messaging

Target customers who have taken action recently, like browsing a product in the last 24 hours, to increase the likelihood that they’ll engage and follow-through.

Group of people within a pie chart, symbolizing customer segmentation.

Segment by product interest

Group customers by categories, brands, or product types they’ve engaged with, so you can tailor promotions and messaging based on what they’ve shown interest in.

Target icon with people inside representing segmentation by behavior.

Combine behaviors for better targeting

Layer multiple signals, such as high average order value and recent product interest, to identify your most valuable customers and deliver more personalized experiences.

Put it into practice

Smiling man with dog with a mobile screen offering dog insurance with a call-to-action.
Situation

A customer searched for a specific product on your website using relevant keywords.

Marketing opportunity

Segment customers based on those search terms and follow up with a targeted email featuring a promotion like 10% off to close the sale.

Build behavior-based segments with Acoustic Connect

Grid icon symbolizing segmentation or campaign grouping
Create dynamic segments based on shopping behavior

Use the drag-and-drop segment builder to group customers by specific interactions, like searching for a specific term such as "shoes" or "pet insurance," browsing a particular category, viewing a product multiple times, or abandoning a cart. Once set, these dynamic segments will update automatically, allowing you to reuse them for future campaigns or set up ongoing automations.

Dashboard showing behavioral rule for on-site pet insurance search with targeting options.
Cursor and sparkle icon representing AI-driven personalization.
Use AI-powered insights to refine and prioritize your segments

Leverage predictive insights to understand not just what your customers are doing, but what they’re likely to do next. Identify who’s most likely to convert, re-engage, or drop off, and adjust your segments accordingly. Let AI surface high-intent audiences and reveal new opportunities through behavior signals.

Segmentation UI screen to configure  filters for product names and recent activity.
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Track and improve your customer’s journey over time

Monitor campaign performance and behavior analytics using dashboards designed for marketers — no data stitching required. Use session replay to identify drop-off points and optimize journey paths in real time.

Executive summary dashboard with loyalty campaign metrics including audience size, engagement, and sends.
Mobile phone with communication icons, symbolizing cross-channel messaging.
Send cross-channel messages that match real-time customer intent

Respond to real-time customer intent with targeted, automated campaigns across email, SMS, WhatsApp, and mobile push. Set up behavior-based triggers to send messages when a customer browses a product multiple times without adding it to their cart or completes a purchase that could be a cross-sell opportunity.

Profile with sparkle icon symbolizing personalized marketing.
Personalize each message based on recent actions and preferences

As you create messages, think about what each customer has already done. Are they new or returning? Do they usually make smaller purchases or are they high spenders? Use this context and conditional content to personalize offers accordingly. You can also suggest complementary products to increase basket value or offer support if they previously viewed FAQs before reaching checkout.

Smarter engagement at every step

Stay relevant throughout the customer lifecycle with personalized, always-on journeys.

Learn more