Case Study: Segment improves customer support with Retool

How the Segment support team uses real-time data to help customers create and use audiences

Segment used Retool to help its support team manage the growing complexity of real-time audience data in Personas. As customers built more advanced audiences and cohorts, Segment’s support team struggled to access and consolidate the information needed to debug issues quickly and understand exactly what data they were missing.

With Retool, Segment built a Personas Support Dashboard that pulls multiple data sources into a single timeline, giving agents a clear view of user and audience events in one place. Retool helped the team resolve issues faster and more accurately, while also showing Alex Millet which information was most useful so Segment could improve its internal tooling and stay ahead of customer issues.

Segment

Alex Millet

Product Manager