In today’s game of SaaS (you know it’s a game, right?), success depends on knowing what’s going on in your business. And acting on that information — fast. Not sure how? Enter Sherlock’s product engagement Alerts.
Now customer-facing teams at any SaaS business can stay on top of how users are engaging (or not engaging) with the product in real time.
Product engagement alerts? Curious, but of what would I need to be alerted?
A remarkable question, indeed. There are a lot of engagement alerts your team might welcome — some unique to your SaaS business, some not. Here are few game-winning no-brainers to get you started:
There is no greater rush (except perhaps the one Sherlock felt when a fresh stream of liquified opium kissed his bloodstream after an extended stretch of abstinence) than seeing a new account sign up for your product. They love us! What better affirmation of your collective efforts?
This one is for sharing. Set it up. Celebrate. Pop the champagne. But wait, don’t forget about the account! Make sure you’re moving them toward a more significant commitment.
By the way, once you’re getting too many signups for a realtime alert (it’ll happen!), you may want to set up a daily summary for all the good news.
Well done, my friend! You converted that trial to paid. Push this product engagement alert to a group channel and let the GIF party begin.
Don’t let these ones fall through the cracks. New users who were added to an existing account might not have been critical to the account converting to paid, but they’re going to be critical for retention. These are the people using your product. If they’re not on-boarded correctly, you can kiss your retention revenue goodbye.
Instead of ignoring these users, set up an alert for your CS team so they can not only become aware of these new users, but can also reach out and give them a great initial experience with your product.
*Bonus! Set up this alert for your trial accounts as well. Adding new users to a trial is a strong signal of activation and potential conversion.
Got some people on free trials? You need to know when these accounts become activated. Well, if you want to hit your sales number. When a trial account becomes activated, someone should be reaching out — or at least strategizing the next step in the sales process.
Don’t miss the opportunity. Set up an alert for when an account becomes fully (or partially) activated.
This one’s not great, but it’s not a prescription for doom either. A drop in the engagement score of any account is an important signal of potential trouble. Set up an alert for whenever a key account’s engagement drops more than, say, 20 points so that your customer success team can do something about it. There’s still time to stop the churn.
A drop in engagement score is one thing — you can recover from that. Complete inactivity is another (it’s definitely worse). A completely inactive account is a churn threat of the highest order — a true emergency. This alert may give you one last chance to save an account.
Time to celebrate again. A rise in an account’s engagement score is a great signal for the health of the account and, you guessed it, a great signal they’re ready to expand. Set up this alert and get your customer success team on top of your best accounts so they can start expanding them.
You spent months on that new feature — users have to love it, right? See how and where it’s being adopted in real time by setting up this product engagement alert. The product people in your #product channel will be thrilled, and more importantly, they’ll know which features are being used and which ones aren’t. More information for the next feature!
Many products have features that indicate someone’s going to churn. We’re talking about features like data export, pausing a message, deleting users — things that are indicative of an account getting ready to leave. You know you have the actions. You know you don’t want people doing them. Don’t you wish you knew when people were? Create an alert for when someone uses these features and give your team the chance to save at-risk accounts.
Ok, it happens. Not all accounts can be won. We know it’s tempting to pretend it doesn’t, but this is a great opportunity to learn what you can do better. The moments after an account cancels are primetime opportunities for feedback. The battle might be lost, but don’t lose your chance to collect the game-winning move.
Ready to start winning the game of SaaS?