See what we discussed on August 6th’s 10am EST session of Office Hours below:

1. What are best practices for using inactivity nudges to re-engage learners?
- Start by identifying the courses where drop-off is happening or where completion is critical (like onboarding or certifications).
- Avoid sending nudges too frequently (once a week for 3–4 weeks is a good starting point!) 
- Customize your messaging and subject line to reflect your brand and tone. 
- You can also set up different nudges for different courses with custom cadences.

2. Will inactivity nudges apply retroactively to learners already enrolled?
Great question! When you enable a course-specific inactivity nudge, Gainsight sends emails only to learners who enroll in the selected course after the nudge is active. Learners who enrolled before you enabled the nudge do not receive the message, even if they become inactive (from: Help Center Documentation) 

3. What metrics should we focus on to measure impact?
One customer on the call mentioned tracking two key KPIs:

• Time saved for CSMs when customers complete onboarding or FAQ-style courses

• Increased engagement for unmanaged accounts to support retention

They're segmenting engagement data by managed vs. unmanaged customers to tell a clearer story about customer behavior and identify where education is driving the most value. Comparing engagement between active learners and inactive users can uncover trends in product adoption, support needs, and retention.

4. Can badges and points be shared or celebrated like certificates?
Certificates can be shared on LinkedIn using CE’s built-in functionality.
Badges are more custom and don’t have direct social sharing capabilities, but one customer is exploring creative workarounds like:

• Emailing high scorers to celebrate progress

• Adding share prompts or screenshots learners can post manually

• Exploring future phases for gamification pop-ups or in-app celebration moments