Identifying Churn

You can’t fix what you don’t see coming. That’s why looking out for churn indicators early is the first, and best, place to start.

With Accoil, you have the tools to catch these signals in time and take action before your customers hit the flashing-red Cancel button. Let’s break down what to look out for, step by step. 

The Metrics That Matter

Some key indicators can help you spot potential churn early:

• Feature Adoption: Customers who aren’t using your key features or are engaging less frequently may not see the full value of your product.

• Customer Health Score: A decline in the customer health score can signal waning engagement and interest. Customers with low scores are at a higher risk of churning.

• Activation Milestones: Customers who haven’t completed critical milestones in their journey are at a higher risk of leaving.

• Usage Frequency: A noticeable decline in usage often indicates a decrease in satisfaction or interest.

• Support Interactions: A spike in unresolved support tickets can suggest frustration with your product.

• Time-to-Value: If customers take too long to realize value after onboarding, they may lose interest or confidence in their decision.

Beyond these metrics, behavioral trends can also signal churn risk:

• Declining Customer Health Score: A declining score reflects reduced activity, such as customers no longer attending webinars, opening emails, or engaging with your content.

• Cancellation cues: Downgrading plans, canceling auto-renew, or frequently visiting cancellation-related pages.

• Negative feedback: Recurring low satisfaction scores or negative comments can highlight underlying issues that need immediate attention.

The earlier you catch these signs, the better your chances of addressing issues before they lead to churn.

Using Accoil to Predict Churn

Your customer health data is a goldmine for identifying churn risks. Accoil highlights how customers interact with your product and reveals patterns that suggest they may be at risk. For example, a drop in feature usage or overall activity can be an early warning sign to act.

Accoil also provides advanced capabilities to score customers based on their likelihood to leave. This allows you to focus your efforts on retention strategies where they matter most.

The Bottom Line: Be Proactive, Not Reactive

Churn doesn’t happen overnight—it builds over time. Businesses that ignore the warning signs often face the consequences too late. By identifying early indicators with Accoil, you can act before it’s too late. These actionable insights help you turn at-risk customers into loyal advocates, improving retention and driving long-term success.

Want to do more than just identify churn? Learn how to predict it before it happens. Dive into the next section, Forecasting Churn, and discover actionable insights to keep customers loyal and engaged.