Is anyone experiencing a period of covid "rebounds"? Our business experienced a wave of customer accounts churning or downselling when COVID hit - as our user base was largely home bound and unable to use our application. But now as the world opens up, we are excited to see many of those lost accounts or users reactivate and return.
We want to encourage this momentum and proactively implement some playbooks to encourage reactivation. Does anyone have some suggestions for playbooks to run?
So far we are planning:
- Doubling down on training resources (webinars, guidebooks etc)
- Sending returning users a "welcome back" email
- Having our CSMs reach out when a group of new users are added to an account or their health score jumps from "red" to a better score.
- Proactively reaching out to those lost accounts with a sales style email to resell our benefits and how customers are using our app in a post COVID world.
Would love to know if anyone is in a similar situation or if you have ideas on how we can improve our reach out process. Super important to bring back as many of the lost user base as possible!
