Usage-triggered messages

Automatically sends a message or starts a workflow when a customer does, or stops doing, a specific action in your product.

On this pageWhat it is

What it is
Why it matters
What to check
Tools with it

What it is

A usage-triggered message is sent because of what a person did, or failed to do, in your product. For example, a welcome tip when someone creates their first project, or a nudge when they have not logged in for two weeks. Customer.io, Userpilot, Drip and Vitally are examples of tools that can send messages from product activity.

Why it matters

Messages based on behaviour are more relevant than a general newsletter, so more people read and act on them. They help users reach the point where the product becomes useful, and they catch people drifting away. It matters most for products with a free trial or many small users. It matters less if you manage a few accounts personally. It needs usage data to be sent to the tool, and that setup is often the hardest part.

What to check

How does product activity reach the tool, and how quickly?
Can you message by email, in the product or both?
Can you stop a message once the person has done the action?
Can you limit how often one person is contacted?

Tools with Usage-triggered messages

ChurnZero
Spots churn risk early with health scoring, automated plays, and renewal forecasting for subscription businesses.
Keep customers longer
Sign up on ChurnZero
Gainsight
Combines product usage, health scores and renewals to reduce churn and drive expansion.
Keep customers longer
Sign up on Gainsight
Planhat
Brings customer data, usage and health scores together so B2B teams can onboard, retain and grow accounts.
Keep customers longer
Sign up on Planhat
Vitally
Consolidates customer data, health scoring and team workflows in one workspace for customer success.
Keep customers longer
Sign up on Vitally
Totango
Track product usage and account health to flag churn risk and automate customer retention workflows.
Keep customers longerFree plan
Sign up on Totango
Customer.io
From $100/mo
Triggers email, SMS, push, in-app and WhatsApp messages from real-time user events and behaviour.
Keep customers longerAffiliate link
Sign up on Customer.io
Custify
Centralises customer data from CRM, billing and support tools to reveal churn risk and growth opportunities.
Keep customers longer
Sign up on Custify
Userpilot
From $299/mo
Combines product analytics, in-app engagement, surveys and session replay to drive user activation and retention.
Keep customers longer
Sign up on Userpilot
Drip
From $39/mo
Automates email and SMS campaigns for online stores using behavioural triggers and revenue attribution.
Keep customers longer
Sign up on Drip
Mighty Networks
From $79/mo
Create a branded community platform with courses, memberships, discussions and mobile apps in one place.
Keep customers longer
Sign up on Mighty Networks

In Keep customers longer ranking order; the number is each tool's place.