Hello community!!
It's been a long time since my last post. I am interviewing for a Digital - Scale CS role and a question came up that got me thinking:
If managing your pool of customers you find 100 customers who are completely inactive and haven't used your product in the last 3-6 months, no active users, no transactions, nothing...
In a pool, scale strategy, what would you do?
This was my answer, and I'm looking for other thoughts...
- These customers would fall on a red-bucket type of interaction. First thing I would do is validate if these customers are engaging with us at all? Review all data: support tickets, emails, or any related information.
- If no communication whatsoever, enroll them in a series of email communications, share with them case studies, valuable information, resources that can help initiate contact again.
- If no open rates or communication back, involve human interaction trying to contact the customer.
Any thoughts or ideas on a better answer?