Engagement and churn monitoring means pulling learner activity and support data every week, scoring each account by hand, and deciding who needs outreach. Doing this manually delays action, since scoring and review can take days while at-risk learners keep disengaging.
The automated version pulls activity, ticket, and billing data on a set schedule, scores every account, and drafts personalized outreach for those at risk. Outreach happens the same day an account is flagged instead of days later.
The full workflow, from trigger to completion.
Exports learner login and course completion data automatically every week.
Ticket data is retrieved for every active learner account.
The Engagement Scoring combines activity and ticket signals into a weighted churn risk score.
Confirms subscription and payment standing for every flagged account.
The Outreach Drafting writes a personalized retention message for standard-tier flagged accounts.
A CS manager drafts the outreach personally for high-value accounts flagged for human review.
The finished message is sent to the learner.
The contact attempt, score, and reason are recorded on the account.
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Other high-impact processes teams commonly map alongside this one.
Everything you need to know before mapping this process.
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