Summary
Best practices for setting up your Profiles and how to 'Score" and "Weight" them
How this helps
A well-structured Profile and Customer Health Score provide valuable insights into customer behavior, helping you take proactive steps to improve retention and engagement
Why is this important?
Profiles, along with the Customer Health Scores within them, form the backbone of how customer engagement is measured in Accoil. When set up correctly, a Profile ensures that the data you collect is meaningful and actionable.
With accurate data, you can pinpoint key user behaviors and trends at both the account and user levels. This helps you take the right steps to increase adoption, activation, and retention before churn becomes a problem.
Here’s a guide to setting up your Profiles and Customer Health Scores effectively.
Determine the number of events in each profile
Optimal range of events tracked
Aim to track 10-20 key events that best indicate customer health. Think about the most important actions you want users to take.
Don’t track too few events
Some successful models track as few as 5-7 events, but too few may not provide a complete picture of customer engagement.
Avoid overloading
Too many events can make a Profile difficult to interpret. Focus on interactions with your product’s core features that reflect true customer engagement.
Weighting events in your engagement score
Event Type | Weight | Description |
Advanced Events | 7-10 | Used by power users. These events are less frequent but signal high engagement. |
Core Events | 4-6 | Primary features that a typical user interacts with regularly. |
Common Events | 1-3 | Basic actions, such as logins, that provide minimal insight into customer health. |
Note: Assigning an event a weight of 0 excludes it from scoring. If an event isn’t contributing to customer health insights, consider removing it.
Incorporating qualitative data
Customer health isn’t just about numbers—it’s about understanding your customers’ needs and experiences.
Surveys and customer conversations
Use feedback from surveys and direct customer interactions to identify the most valuable features.
This qualitative data adds context to your quantitative metrics.
Insights from customer-facing Teams
Your support and customer success teams often have a deep understanding of what matters to users.
Their feedback can highlight crucial product interactions that raw data alone might miss.
Product engagement data isn’t the only signal to pay attention to. Direct feedback from customers and users is important in developing a full picture of how customers leverage your products.
Surveys and customer conversations: Use insights from surveys and direct customer conversations to identify which features and events are most valued by your users. This qualitative data can provide context and depth to the quantitative data you collect.
Feedback from frontline staff: Frontline staff often have valuable insights into user behaviors and preferences. Their feedback can highlight important events and features that might not be immediately apparent from data alone.
Regularly update your profile
Profiles should evolve as your product and customers change. In the first few weeks of using Accoil, you’ll likely refine your scores multiple times.
Monitor and adjust
Use the Activity tab to identify key events that aren’t currently scored.
Regular updates keep your profile aligned with real user behaviors.
Iterate as needed
Expect to make frequent adjustments early on. Accoil makes it easy to update your profile without affecting historical data.
Flexibility in scoring
You can create multiple Profiles, but we recommend starting with a general Customer Health score before refining it further.
General and specific scores
Begin with a broad score applicable to all users.
As you gather more insights, create more targeted Profiles for different user segments.
Adjust based on insights
Trust your understanding of your product.
Adapt event weights and tracked events based on user behavior and feedback.
Utilizing support
Need help refining your scoring model? The Accoil support team is here to provide personalized guidance and best practices.
Best approach outline
Step | Action |
Identify Key Events | List all potential events and choose 10-20 that matter most. |
Weight Events | Assign values based on importance: Advanced (7-10), Core (4-6), Common (1-3). |
Incorporate Qualitative Data | Gather insights from surveys, conversations, and frontline staff. |
Iterate and Customize | Expect frequent updates at the start; refine Profiles for different user types. |
Monitor and Refine | Use the Activity tab to identify and adjust unscored but significant events. |
Utilize Support | Reach out to Accoil’s team for expert recommendations. |
By following these best practices, you can build a robust and accurate Customer Health Profile in Accoil, helping you proactively retain customers and optimize engagement strategies.