Summary
These customers are new—but stuck. This play detects low-activation users early and offers targeted help to get them across the onboarding finish line.
Why this works
Early outreach increases activation success
Helps customers see value faster
Reduces churn by preventing early frustration
Goal
(1) For the reader
Spot new accounts who need help and guide them through onboarding.
(2) For the company
Improves activation rates and retention by rescuing at-risk users early.
Accoil Signal
(1) Primary signal
New customer
Lifecycle stage: first 14 days
Slow activation progress
h text (4).png(2) Additional insights
No interaction with key features
High-value or strategic tier
Repeat sign-ins without setup progress
Action steps
Use filters for:
Onboarding stage
Low activation - have reached their 'ah hah” moment
Optional: feature gaps or account size
Initiate Support Outreach
Use connections to send insights to the tools your team uses
Send check-in email offering onboarding help
Suggest next key activation step
Include time to schedule 1:1 support
Deliver Value Tools
Share walk-through videos or guides
Link to step-by-step help center articles
Optionally offer fast-start templates
Provide Human Help
Schedule onboarding call
Assign a support contact for strategic accounts
Encourage async support where needed
Track Activation Movement
Watch for milestone completions
Follow up again if stuck
Flag improved accounts as healthy
Supporting metrics
Metrics
| How to measure in Accoil |
Activation Lift | % of targeted accounts crossing mid-progress |
Time-to-Value | Days from outreach to activation success |
Retention Rate | 30/60/90-day retention of assisted users |
Feature Engagement | Uptick in key feature usage post-guidance |