Summary
This play identifies at-risk customers and re-engages them through timely, personalized support and tailored offers. By acting early, teams can prevent churn, reinforce value, and improve customer satisfaction.
Why this works
Surfaces accounts with real-time churn indicators
Combines behavioral signals (health + usage + feedback)
Enables targeted outreach through Accoil-driven insights and integrations
Goal
(1) For the reader
Retain dissatisfied or disengaged customers through proactive support and value-driven offers.
(2) For the company
Reduce churn risk and protect recurring revenue from high-value accounts.
Accoil Signal
(1) Primary signal
Engagement is declining or inconsistent
Low activity (logins, feature usage, or milestone gaps)
(2) Additional insights
High-value or strategic tier
Lifecycle stage = onboarding or nearing renewal
Core features unused or partially explored
Action steps
1. Segment At-Risk Customers
Segments in Accoil to flag customers with declining engagement
Combine with engagement filters with those who have low activity
2. Customize Retention Offers
Tailor incentives using data from insights (usage, missed features)
Deliver offers through connected tools via connections
3. Conduct Personalized Outreach
Use insights from the Engagement Score and Account Summary to:
Send personalized emails.
Offer tailored sessions or check-ins.
Discuss how your product can better align with their goals.
4. Provide Quick Wins
Recommend high-impact features they haven’t yet adopted.
Share short workflows or training content aligned with their usage gaps.
5. Monitor Outcomes
Track post-intervention improvements directly inside Accoil:
Engagement Score recovery
Activation rate improvements
Increased feature usage
Escalate any non-responsive or deteriorating accounts for rescue play
Supporting metrics
Metrics | How to measure in Accoil |
Churn Rate Reduction | Drop in churn among flagged segment |
Engagement Recovery | Rebound in logins, usage, or health post-outreach |
Retention at Renewal | % of targeted accounts retained or renewed |
Escalation Success Rate | % of escalated accounts stabilized |