Introduction
Early risk identification is essential for customer retention. By setting up automated triggers based on specific risk indicators, your team can detect signs of disengagement early and address potential issues before they escalate. This article will guide you in configuring Gainsight to automatically identify at-risk accounts, enabling timely intervention to mitigate churn risk.
Step 1: Define Key Risk Indicators
Start by identifying indicators that suggest a customer may be at risk, enabling you to configure automated alerts based on these signals.
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Decline in Product Usage: A drop in feature usage or overall engagement can indicate a risk. Use Adoption Explorer to track declines in core feature usage, ensuring that customers are consistently interacting with the product as expected.
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Health Score Deterioration: A decreasing health score is a strong indicator that a customer may need additional support. Use Scorecards to monitor health scores over time, setting thresholds to flag accounts whose scores fall below a healthy level.
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Support Interaction Volume: An increase in support tickets or negative sentiment in feedback may suggest a customer is experiencing challenges. Use Timeline to log customer interactions, enabling your team to spot issues based on support trends.
Step 2: Automate Risk Detection Using Rules Engine
Once risk indicators are defined, configure Gainsight’s Rules Engine to automatically detect these signals and trigger alerts for your team.
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Set Up Automated CTAs for Risk Indicators: Use Rules Engine to define rules that automatically generate CTAs when specific risk thresholds are met. For example, if a customer’s health score drops below a certain level, the Rules Engine can create a CTA to alert the CSM.
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Prioritize CTAs Based on Severity: Assign priority levels to CTAs based on risk severity, ensuring high-risk accounts receive immediate attention. Use CTA Priority Settings to categorize and prioritize CTAs, focusing your team’s efforts on the most critical accounts.
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Customize Alerts for Different Risk Types: Configure separate rules for various risk indicators, such as product usage, health score, or support tickets. This approach generates targeted CTAs that address specific issues, enabling more precise intervention strategies.
Next Steps for Success
With automated risk detection in place, your team can proactively engage at-risk customers before issues escalate. For ongoing tracking and continuous refinement of these risk triggers, refer to the upcoming article on monitoring and optimizing risk and retention strategies.
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