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 |