Red Flag Metrics
Implement an alert system to know when users are struggling
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If you collect enough data on your user's behavior, you'll be able to find out how long certain tasks within your product are supposed to take.
For example, Groove learned that:
- Creating a rule generally takes between 10 and 30 seconds.
- Integrating a Twitter account takes around 20 seconds.
- Customizing a support widget is 2 to 3 minutes.
These insights are very valuable as they allow you to identify when users spends more time than they should on certain tasks.
With a simple alert system, the Groove team is able to know when a user is spending too much time on a particular task in multiple sessions.
Then, all they have to do was to reach out to them:
"Hey {first name},
I got an alert that you might be having some trouve setting up email forwarding with Groove.
If so, I'd love to help. Just reply to this email and let me know.
Thanks,
Adam"
This email got a 10% response rate, and 30% of the free trial users were still customers after 30 days; more than 350% higher than their average free trial users (they normally convert at about 8%).
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