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.
Following about two years of research and model testing, we're proud to finally release Smart Signals ✨, small logical indocators that reflect the state of each account/user within a PLG motion. Leveraging Machine Learning 🤖, yet flexible enough to be altered by customers, they eventually shape the foundation for **automatically** detecting signups that are most likely to buy, to expand, or the churn.
Whether setting up workflows for freemium and trial signups to convert more, or for paying customers to be expanding towards a higher tier, or preventing to churn, being able to compare and optimise different workflows for maximum goal conversion is pretty much on every sales and CS leader’s list.
We’ve released Inbox, a place where each platform account/user that needs supervised intervention gets a case with to-do tasks and best-next actions. Built from the ground up for sales and customer success teams, they now have the power to orchestrate outreach throughout the entire organisation... the PLG way!
Changing the way you do business, case by case.
Detect which signups are most likely to buy. Sell more with less effort.
Automatically surface product qualified leads.
Prioritize PQLs call lists and engage with quick actions.
Add tasks and full PQL context to existing CRM and other engagement tools.
Automated sales playbooks and collaborative inbox.
Onboard. Monitor. Get expansion signals. Reduce churn, proactively. Grow.
Automatically detect churn & expansion candidates.
Accelerate onboarding and product adoption.
Align activities around 360° customer view, with health and onboarding scores.
Automated CS playbooks and collaborative inbox.
Build revenue workflows, based on how people use your product.
Use machine learning to uncover new sales opps.
Add slow accounts to nurturing campaigns.
Optimize engagement playbooks for maximum conversion.
Leverage any data without needing engineering.
See which impact your product features have on revenue and churn.
Analyse feature importance, usage and impact.
Build key product metrics without SQL, nor coding.
Easily create customer segments based on any product interaction.
Comply to GDPR and CCPA.
Create your free account and start driving a product-led growth strategy with the tools you're already using.