Silence watch
Silence watch finds Customers who stopped using a Product and reaches out once before they cancel.
Trigger
Runs every day. Part of Retention, run by the Customer Team.
Steps
- Find Customers inactive for twice their usual interval.
- Send one Message that offers help with the last failed step.
- Open an Issue when the silence traces to a defect.
Outputs
Example
A dental office usually sends reminders daily and has sent none in 2 days. Silence watch sends one Message offering help with its calendar sync, which failed on the last run.