PlaysNew user onboarding
The Activation Support Play: Strategies and Insights
Discover strategies to guide active users through activation workflows, enhancing engagement and driving customer success.
Summary
- When usage spikes but workflows stall, users don’t need celebration—they need support. This play intercepts active but struggling users and guides them across the finish line.
Why this works
- Catches user frustration in real time
- Converts peak interest into completed value
- Builds loyalty through timely, relevant help
Goal
(1) For the reader
Support accounts that are active but stuck—before they get discouraged.
(2) For the company
Preserve momentum, reduce support tickets, and drive successful activation.
Accoil Signal
(1) Primary signal
- Spike in engagement frequency
- Activation workflows started but incomplete
- Recent burst of activity from admins or core users
(2) Additional insights
- Advanced features explored
- Sudden increase in cross-team usage (look at a user level)
Action steps
- Detect and Segment
- Use Engagement Score spikes or sharp increases in login/session frequency
- Combine with incomplete activation workflows to surface accounts showing signs of momentum + friction
- Prioritize high-value accounts or those led by frequent users/admins
- Review Usage Summary in Accoil
- Look at the last used features and uncompleted tasks
- Identify drop-off points: where activity surged but progress stalled
- Use Accoil’s account overview to pinpoint what’s being used vs. what’s being missed
- Launch Targeted Outreach
- Use connections to send insights to the tools your team uses
- Send emails or in-app messages based on specific actions taken
- Share links to help content or short success tips tied to what they were doing
- Keep tone supportive: “Looks like you’re diving in—can we help you complete this?”
- Follow Up and Measure
- Track whether workflows were completed after outreach
- If not, follow up again with stronger support
- If resolved, consider tagging for upsell or advocacy
Supporting metrics
| Metrics | How to measure in Accoil |
|---|---|
| Workflow Completion Rate | % of flagged accounts completing stalled flows |
| Engagement Retention | Activity consistency post-intervention |
| Support Satisfaction | User feedback from 1 on 1 calls, feedback form, etc. |
| Feature Adoption Movement | Use of features tied to the spike after help was offered |