To run a customer support process optimally, you need to measure what each individual user and account is actually doing in your app, how the typical onboarding flow looks like, and what potentially drives accounts to churn. This will differ from business to business, and from user persona to persona. So, being able to learn these typical flows and react on them in your support ticketing tools becomes key to improving customer support.
Most often, different customer persona’s may be following different onboarding flows, as some may deem one feature to be most important, while others will prefer another feature. As such, as persona’s differ, so will onboarding flows.
The better you understand the different persona’s, interests, onboarding paths, the more personal you can guide them through the onboarding process, and the more likely you will be able to convert them to loyal paying promoting customers.
As different paths can lead to successful conversions, so will other, different paths eventually lead to churn. The more accurate you know the different paths, and thus indirectly, the more path milestones there are —events triggered along the customer journey— the more accurate and better you’ll be able to forecast churn.
Another fine metric to detect churn is to be simply looking at frequencies of user login per account, compared with the median of all accounts, for the same reference period and segment account. If this metric decreases substantially, you might be facing with an upcoming churn.
journy.io collects events, ad campaigns, channel information, devices, locations, timings and everything which is done throughout the customer lifecycle. More precisely, we collect every event with contextual data from every possible source, unify every sub-journeys from every device and browser to get a full timeline of everything every user from every account is doing.
So, if you want to measure what login frequencies, to later use this to detect which account potentially could face churn, journy.io would be your ideal tool. Even better actually, journy.io does the churn detection for you!
On top of that, our journey-comparing engine provides customer success teams both native app data, as well as contextual and behavioural intelligence derived from that data, so they can take appropriate actions, before a churn event will occur.
For more information about journy.io and how we can help you detect early chances of churn, even already during the onboarding phase, please visit our website, or book a meeting with us.
Customer-facing teams at SaaS companies need clear insights on who their customers are, and what they’re doing on your platform. 🙌 With stage view, journy.io provides a SaaS growth pipeline, with accounts/users clearly ordered by lifecycle stage, and which includes key details, from health to triggered PLG signals. 💡
Growth teams at SaaS companies need clear insights on who their customers are, and how they differ with e.g. those who didn’t convert. By analysing data from across an entire stack, from CRM, Marketing Automation, and other engagement platforms —combined 🙌— they are now able to easily determine trends in customer segmentations and aggregations.
Customer teams need product usage insights. To that end, dev teams are being asked maintaining non-platform-critical features. A better approach is to simply send raw events and metadata onto a secure data pipeline, and have a customer data platform compute key metrics!
Changing the way you do business, within the tools you already use.
Create your free account and start driving a product-led growth strategy in the tools you're already using.