Introduction
Keeping users engaged with your product is crucial for driving adoption and ensuring customer success. When users become inactive, it's essential to have strategies in place to re-engage them effectively. This article focuses on using automated nudge emails to bring inactive users back to your product, building on the previous steps of sharing key data and scaling engagement through best practices.
Why does this matter?
Re-engaging inactive users with automated nudge emails is important for several reasons:
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Increase user engagement: Automated nudge emails remind users of the value your product provides, encouraging them to return and continue using it.
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Reduce churn risk: By re-engaging inactive users, you can reduce the likelihood of churn and improve retention rates.
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Improve adoption rates: Encouraging inactive users to return to the product helps improve overall adoption and ensures users are making the most of your product’s features.
How to get started
Step 1: Gather and analyze usage data
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Identify inactive users: Use tools like Gainsight PX to identify users who haven't logged in for a specific period (e.g., 30 days).
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Segment users: Segment inactive users based on attributes such as role, usage history, and customer segment to tailor your messaging.
Step 2: Create nudge email campaigns
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Draft email content: Create engaging email content that highlights the benefits of returning to the product. Include personalized messages, key features, and any updates or new functionalities.
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Set up journey orchestrator: Use Journey Orchestrator to automate the delivery of nudge emails to inactive users at specified intervals (e.g., after 30 days of inactivity).
Step 3: Personalize and send nudge emails
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Personalize emails: Tailor each email to the user’s specific context and usage history. Use tokens to insert personalized details such as the user’s name, last login date, and relevant features.
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Send emails: Schedule and send the nudge emails using Journey Orchestrator. Ensure that the emails are sent at optimal times to maximize open and response rates.
Step 4: Monitor and optimize
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Track engagement: Monitor the open rates, click-through rates, and login rates of your nudge email campaigns to assess their effectiveness.
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Gather feedback: Collect feedback from users who re-engage to understand what motivated them to return and what improvements can be made.
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Iterate and improve: Use the data and feedback to refine your email content and scheduling, continually optimizing your nudge campaigns for better results.
Gainsight features you'll need
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Gainsight PX or similar tools: To capture detailed usage data and identify inactive users.
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Journey Orchestrator: To automate the delivery of nudge emails.
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Dashboards: To monitor the effectiveness of your nudge email campaigns.
What’s next?
With automated nudge emails in place to re-engage inactive users, you’ve set the stage for sustained user engagement and improved product adoption. Continue to monitor and refine your strategies to ensure ongoing success. For more advanced techniques, explore our additional resources and training materials to further enhance your customer success practices.
Further reading and inspiration