Growth March 13, 2020

Boost retention with 1-on-1 support for relatively inactive new customers

Growth Bites @growthbites

Reduce churn by reaching out to users who barely log in in the first week or two and offer one-on-one advice on how to get the most out of your product.

When Alex Turnbull of Groove became proactive about his outreach in this way, he reduced his churn rate by 71%. He sent an email to users who logged in less than twice in their first 10 days inviting them to hop on a call so that he could share with them how similar users found success with his product. He also sent an email to users with sessions that lasted fewer than two minutes offering to personally walk them through the setup process.

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