After 18 months of struggling to get traction with two product ideas, Segment started its turnaround. What followed was a two-year stretch of growth from four to 60 people, thousands of new customers and $44 million over several rounds of financing. What was the trigger for such a significant inflection point? In the lead up to the sea change, Co-founder and CEO Peter Reinhardt and the team at Segment started to heavily lean into qualitative feedback tools like live chat widget Olark. It was embedded on each page and everyone from the newest hire to the co-founders were constantly learning from everyone using their product.
