Summary
This play detects when users disengage from previously adopted features. By tracking event-level drop-offs, you can intervene early and reinforce product value.
Why this works
Surfaces disengagement tied to specific workflows.
Turns drop-off into an outreach trigger.
Prevents silent churn by restoring product relevance.
Goal
For the reader: Spot and respond to event-level drop-offs before they escalate.
For the company: Retain at-risk users by reviving usage of sticky features.
Accoil Signal
(1) Primary signal
Event (feature) with negative Adoption Change %
Feature was previously used
Account = Active or recently active
(2) Additional insights
Power user or admin role
Previously adopted multiple features
Action steps
1. Identify Event Drop-Off Trends + Impacted Accounts
Go to Engagement Profile → Events
Sort by Adoption Change %
Filter & segment accounts with sharp declines on core events
2. Trigger Reactivation Content
Use connections to send insights to the tools your team uses
Send targeted messaging with help docs, walkthroughs, or examples
Use CRM or Connections to personalize delivery by role or feature
3. Offer Enablement Touchpoints
Invite to short refresh sessions or async demos
4. Monitor Recovery
Use account activity views to track whether usage resumes
Tag successes for follow-up
Escalate flat accounts to CS for deeper retention support
Supporting metrics
Metrics | How to measure in Accoil |
Renewal Rate | % of eligible accounts that renew |
Contract Expansion Rate | % that increase value at renewal |
Post-Renewal Health | Usage and retention trends post-renewal |