Engaging At-Risk Customers Play: Strategies and Insights

Goal

(1) For the reader

Retain dissatisfied or disengaged customers through proactive support and value-driven offers.

(2) For the company

Reduce churn risk and protect recurring revenue from high-value accounts.

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Accoil Signal

(1) Primary signal

• Engagement is declining or inconsistent
• Low activity (logins, feature usage, or milestone gaps)

(2) Additional insights

• High-value or strategic tier
• Lifecycle stage = onboarding or nearing renewal
• Core features unused or partially explored

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Action steps

1. Segment At-Risk Customers

• Segments in Accoil to flag customers with declining engagement
• Combine with engagement filters with those who have low activity

2. Customize Retention Offers

• Tailor incentives using data from insights (usage, missed features)
• Deliver offers through connected tools via connections

3. Conduct Personalized Outreach

• Use insights from the Engagement Score and Account Summary to:

  • Send personalized emails.
  • Offer tailored sessions or check-ins.
  • Discuss how your product can better align with their goals.

4. Provide Quick Wins

• Recommend high-impact features they haven’t yet adopted.
• Share short workflows or training content aligned with their usage gaps.

5. Monitor Outcomes

• Track post-intervention improvements directly inside Accoil:

  • Engagement Score recovery
  • Activation rate improvements
  • Increased feature usage

• Escalate any non-responsive or deteriorating accounts for rescue play

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Supporting metrics

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