Deliver Proactive Recommendations to Improve Adoption

Introduction

Providing proactive and tailored recommendations based on usage trends empowers customers to optimize their feature adoption and achieve their goals. By leveraging Gainsight’s tools, you can deliver actionable insights to encourage deeper engagement and value realization. This article explains how to create and deliver proactive recommendations effectively.

Step 1: Analyze Usage Data for Actionable Insights

Start by identifying customer behaviors and patterns that indicate opportunities for improvement.

• Monitor Usage Metrics: Use Adoption Explorer to track key metrics like feature engagement, login frequency, and activity levels.

• Identify Usage Trends: Highlight underutilized features or usage anomalies to pinpoint where customers can improve.

• Segment Customers: Group customers by role, ARR, or engagement level using Data Designer to tailor recommendations.

Step 2: Develop Personalized Recommendations

Tailor suggestions based on customer-specific usage data to ensure relevance.

• Highlight Feature Benefits: Provide specific reasons why customers should explore underutilized features, linking them to their goals.

• Suggest Next Steps: Include actionable suggestions, such as attending a training session or enabling a new feature.

• Embed Recommendations in Dashboards: Use Dashboards to present personalized recommendations directly to customers.

Step 3: Automate Recommendation Delivery

Automation ensures timely and consistent delivery of insights to customers.

• Use Journey Orchestrator: Schedule automated email campaigns through Journey Orchestrator to share tailored recommendations.

• Leverage In-App Messaging: Deliver contextual recommendations during feature interactions using PX.

• Track Engagement: Monitor open rates, click-throughs, and feature adoption improvements to evaluate the impact of recommendations.

Next Steps for Success

Proactive recommendations are only impactful if continuously monitored. Focus on refining recommendations by gathering feedback and tracking engagement with shared insights to maximize relevance.

Explore More

• Blog: How to Measure and Improve User Adoption

• Blog: Drive Product Adoption with a Multi-Channel Approach

• Support Resource: Adoption Explorer Overview

• Support Resource: Journey Orchestrator Overview