Summary
These are newly activated accounts showing early promise—but momentum is slipping. This play identifies onboarding customers with medium activation but declining engagement, so you can intervene early and get them back on track before disengagement sets in.
Why this works
Flags customers who showed interest but are starting to stall
Targets post-sale moments where conversion is no longer the goal—retention is
Uses engagement trends to prioritize timely nudges.
Goal
(1) For the reader
Spot new customers losing steam during onboarding and re-engage them before value realization drops.
(2) For the company
Reduce churn risk and improve onboarding completion rates by acting on early disengagement signals.
Accoil Signal
(1) Primary signal
Account = Active customer
Lifecycle Stage = Onboarding
Activation Score = Medium
Engagement Score trending down
(2) Additional insights
Key setup or adoption steps incomplete
Limited user participation
Action steps
Segment Slowing Accounts
Use Accoil filters for:
Drop in Engagement Score
Limited user activity or skipped setup steps
Send a Re-Engagement Message
Nudge with context: “We noticed you haven’t finished setup”
Offer quick wins or help to complete the next steps
Remind them what’s left to unlock full value
Offer Personal Touchpoints
Invite to a 15-min onboarding Q&A
Recommend role-based actions or automations
Highlight examples of similar customers who got past this point
Monitor & Follow Up
Use connections to send insights to the tools your team uses
Check if they return or activate more steps
If no movement, escalate to success team
If revived, log what worked for playbook refinement
Supporting metrics
Metrics | How to measure in Accoil |
Onboarding Completion Rate | % of at-risk customers completing setup after nudge |
Re-Engagement Trigger Rate | # of customers flagged based on engagement drop-off |
Help Resource Engagement | Responses to support touchpoints |
Time-to-Recovery | Days between nudge and resumed setup or usag |