Summary
When customers stall within onboarding timeline, timing is everything. This play nudges them forward with support, check-ins, and resources tied to key milestones—keeping them on track before frustration sets in.
Why this works
Catches users when they’re close to value but not quite there
Uses specific milestone timing for relevance
Prevents passive churn during setup
Goal
(1) For the reader
Support new customers at critical onboarding checkpoints to push them toward activation.
(2) For the company
Lifts activation rates and reduces early-stage churn risk for strategic accounts.
Accoil Signal
(1) Primary signal
Customer in onboarding
Day x reached in onboarding timeline
Mid activation rate
Moderate engagement score
(2) Additional insights
Key workflows uncompleted
Strategic account priority
Repeated logins without setup progress
Action steps
Segment by Milestone Stage
Segment by timeline
Activation and workflow data
Prioritize high-value accounts
Launch Proactive Outreach
Use connections to send insights to the tools your team uses
Personalized emails or in-app nudges
Emphasize benefits of next milestone
Include links to walkthroughs or community wins
Offer Direct Support
Book a live onboarding call
Share progress-specific checklists or templates
Troubleshoot blockers early
Provide Targeted Resources
Step-by-step guides
Workflow-specific help center articles
Quick videos showing the “why” behind each step
Track, Follow Up, and Refine
Monitor completions and time-to-milestone
Adjust content and outreach based on roadblocks
Retarget stalled accounts after one-touch follow-ups
Supporting metrics
Metrics | How to measure in Accoil |
Milestone Completion Rate | % of nudged users who finish next activation step |
Time-to-Milestone | Time from nudge to milestone completion |
Post-Milestone Retention | Retention of users who reach Day x milestones |
Workflow Unlock Rate | Uptick in feature use tied to milestone guidance |