Churn Prevention
This series aims to proactively identify and address possible churn. You can analyze your product usage and client outcomes or through shared feedback. Usually, SaaS businesses have adoption metrics or successful user journey data to identify this.
🎯 The goal of this sequence
Re-engage your users with your product or connect them with customer success to better equip them to use your products. Here are some things you can do:
Onboard your users again
Connect them with customer success if the ACV is high
Share guides or use cases to nudge product usage
Recommended emails in this sequence: 4 emails
Optimum flow time: 1-2 weeks
Emails in this sequence
- Email # 1: Activity email
- Email # 2: Re-engagement email
- Email # 3: Additional resources
- Email # 4: Feedback email
Email # 1: Activity email
📩 Why this email
Remind people that it has been a while since they have used your product. You can use terms like “We haven't seen you in a while,” ”Seems like you have logged out,” and ”We miss you.”
✅ Best practice
For usage-based products, talk about the monthly usage. For example, credits left. Reiterate value benefits and impact.
Email # 2: Re-engagement email
📩 Why this email
Give them special incentives, show them what they will miss out on, and show them what they have achieved using your product/service.
✅ Best practice
Gratitude is key, so show them how much you value them as your customer in the email.
Email # 3: Additional resources
📩 Why this email
Churn could happen if people cannot get the desired results or navigate through the tool easily. So, send them help documents, guides, etc., to help them figure out how to use the product to get their intended results.
Email # 4: Feedback email
📩 Why this email
If they still don't respond and start using your products or services again, likely, they weren't satisfied with them. So, send a feedback email to know about their experience, what they want from your product, how you can improve, etc.
💡 Recommendation
Make the experience as seamless as possible for your users. Instead of redirecting to your website, you can collect feedback via email with Mailmodo. Check out how it works.
Talk to an email expert. Need help? Schedule an email consultation. Don't worry; it's on the house.
