Summary
Reignite engagement from long-term customers who’ve gone quiet. This play uses inactivity as a signal to launch targeted win-back campaigns that remind users why they signed up—and what they’re missing.
Why this works
Captures customers before they fully churn.
Tailors outreach based on account history, not guesswork.
Boosts retention through personalized reactivation efforts.
Goal
For the reader: Re-engage inactive customers with timely, relevant outreach.
For the company: Retain high-value users and reduce silent churn.
Accoil Signal
(1) Primary signal
Engagement Frequency — No meaningful product activity (sessions, key actions, etc.)
Account Type — Paying customers only (exclude trials)
Lifecycle Stage — Within first year or overdue for milestone
(2) Additional insights (recommended filters):
Account Characteristics — High ARR or long-term tenure
Feature Dormancy — No usage of core features recently
Action steps
1. Segment inactive customers
Use Accoil filters to isolate accounts with inactivity
Paying customers only
Within first year or overdue for milestone
2. Send personalized Win-Back Campaigns
Remind them of previous value.
Highlight relevant feature updates.
3. Offer incentives
Provide personalized discounts or perks.
Tie offers to customer history or goals.
4. Use In-App nudges through Connections
Trigger messages on next login.
Surface shortcuts or features based on inactivity.
5. Monitor and Follow Up
Watch for reactivation.
Escalate top accounts to Success Managers if no response.
Supporting metrics
Metrics | How to measure in Accoil |
Reactivation Rates | Accounts resuming activity post-campaign |
Engagement Trends | Engagement over time after reactivation |
Retention Metrics | Renewal or expansion for formerly inactive accounts |