Higher adoption across your long tail
One person signed. The others got a login email. Clair gets in touch with each user and gets them set up in the conversation, in their own language, from the first login to the features they pay for.
- Measured by
- Usage data: setup finished, features in use
The moment
Your data shows who bought but never got going
Activation stalls in the same places across the long tail, and your usage, CRM and billing data already show where. Each of these moments can start a program.
Product data
Setup not finished
Days after go-live, an integration isn’t connected or the first settings aren’t in place.
Billing and usage
Seats nobody uses
The company pays for many users, and usage data shows one or two active.
Usage data
Features never tried
Something in their plan has had no first use since they bought it.
Product data
New users left alone
A colleague gets a login email and nothing else.
Starts a program
Programs that start here
Finish the setup
- Starts when
- 7 to 14 days after go-live
- What Clair does
- Checks that everything works and finishes the setup with them
- Measured by
- Setup finished within 30 days of go-live
Activate what they bought
- Starts when
- Something they pay for, like a company card, is unused after 14 days
- What Clair does
- Shows how it fits their work and gets them started
- Measured by
- Activation and first use within 14 days
In the conversation
Clair gets every user set up, one by one
Clair gets in touch with each user by phone, in chat or on WhatsApp, already knowing the account. They get going while they’re in the conversation.
Finishes the setup with the admin, step by step
Gets each new user to a first login and a first task done
Shows how a feature they pay for fits their work, and switches it on with them
Answers their questions from your own content
Hands what needs your team to a person, with the whole story
What the customer gets
Up and running, without waiting for anyone
In the long tail, the alternative is a login email and a knowledge base. With Clair, every user gets a conversation at the moment they need one, in their own language.
Setup done in one conversation, not over weeks of emails
Every user going, not only the person who signed
Answers in their own language, day or night
The features they pay for, in use
Back in your tools
Your team sees who is up and running
What happened lands in your CRM or CS platform, like HubSpot, Salesforce or Planhat, on the account and on each user.
On the account
writes back after every conversation
- Who finished setup, and who is up and running
- Which features each account started using
- What got in the way, in the customer’s own words
- A task for your team, with the whole story, when something needs a person
The outcome
Higher adoption, in the usage data you already track
Setup finished, active users and features in use, account by account, in your own tools.
Higher adoption
Customers finish setup and start using what they pay for. Clair gets each user going in the conversation, in their own language.
Measured by
Usage data: setup finished, features in use
Every account in the long tail gets attention, without growing your team at the same rate. Your CSMs spend their time where a person makes the difference.
Measured by
Accounts per CSM
Example account
A small business account with no named CSM
Bought for 20. Used by one
A company buys your product for 20 people. The person who signed sets up their own account. The other 19 get a login email and nothing else. Three months later, usage data shows one active user. At renewal, the person who signed asks why they’re paying for 20 seats.
- What Clair does
- Clair sees the 19 who never got started, gets in touch with each of them, and gets them set up in the conversation, in their own language. Your team sees who is up and running in your CRM.
- The outcome
- By renewal, the team uses what the company pays for. Measured by usage data.
FAQ
Questions about activation and adoption
How do you increase product adoption in long-tail accounts?
Start from the moments your data already shows: a setup that never finished, seats nobody uses, a feature they pay for and never tried. Clair gets in touch with the users at that moment and gets them going in the conversation, account by account, in their own language.
What is the difference between activation and adoption?
Activation is a customer’s first real use: setup finished and the first users in. Adoption is what follows: the whole team using the features they pay for. Clair works on both, and your usage data shows each step.
How do you get users to finish onboarding?
Find the step where they stalled, then finish it with them. Clair asks where they got stuck and completes the step in the conversation: an integration connected, a setting in place, an invite accepted. What needs your team becomes a task in your CRM, with the whole story.
Does Clair reach every user, or only the admin?
Every user you choose. In the long tail, Clair can get in touch with the admin who set things up and with the colleagues who only got a login email. Each of them gets set up in their own language.
How do you measure product adoption?
With the usage data you already track: setup finished, active users and features in use, account by account.
When should an activation program start?
At a moment in your data, such as 7 to 14 days after go-live, or when something a customer pays for is still unused after 14 days. You set the moment per program, and Clair gets in touch when it comes.
Read next
More for your long tail
For customers who outgrow their plan. Clair suggests the right one and makes the upgrade in the conversation.
For customers drifting away. Clair goes after the cause, and goes through the renewal with them in good time.
How Clair covers every account with no named CSM, and how each outcome is measured.