Summary
These customers started onboarding, but stalled. This play catches them in the pause, offering a nudge, support, and incentive to resume before it’s too late.
Why this works
Targets drop-offs early in the lifecycle
Uses smart timing (7–14 days post-signup) to stay relevant
Offers easy, personalized paths back to progress
Goal
(1) For the reader
Reignite onboarding momentum for customers who’ve paused.
(2) For the company
Improves activation rates and retention by preventing mid-onboarding churn.
Accoil Signal
(1) Primary signal
Lifecycle: 7–14 days since signup
Low activation
No usage in past 7 days
Still in new customer onboarding stage
(2) Additional insights
No interaction with key features
Segments by value or industry (optional)n- (if have attributes configured)
Action steps
Filter accounts:
7–14 days old
Low activation
No recent product activity
Launch Messaging
Personalized emails + reminders
Point to next key onboarding step
Offer quick-start content
Use In-App Nudges
Timed reminders when they log back in
Highlight activation blockers or gaps
Offer resume button or checklist
Offer Light Incentives
Free onboarding call
Extended access
Bonus templates or resources
Track and Adapt
Use connections to send insights to the tools your team uses
Watch for resumed activity
Follow up with support if they stall again
Flag those who fully re-engage for follow-up later
Supporting metrics
Metrics | How to measure in Accoil |
Reactivation Rate | % resuming activity post-messaging |
Onboarding Completion | % reaching milestone post re-engagement |
Long-Term Retention | 30/60/90-day usage retention from recovered accounts |
Feature Usage Growth | # of key features used after nudging |