Helping customers discover and adopt features is critical to their success—and ours. We track adoption metrics and design interventions to guide users toward value.
Onboarding Milestones
Key moments that predict long-term retention:
- Script installed: First pageview received within 24 hours of signup is our primary activation metric.
- Dashboard viewed: User returns to view analytics at least once in the first week.
- Feature explored: User tries heatmaps or session replay within 14 days.
- Team invited: Adding a team member signals serious adoption intent.
Feature Discovery Patterns
How we surface features at the right moment:
- Contextual hints: Subtle tooltips appear near underused features after users master basics.
- Empty state education: When a feature has no data, explain what it does and how to enable it.
- Progress indicators: "You've used 3 of 7 features" creates curiosity about what else exists.
- Weekly digests: Email summaries highlight unused features that could help based on their data patterns.
Usage Tracking Metrics
What we measure to understand adoption:
- Feature activation rate: Percentage of users who try each feature within 30 days.
- Feature retention: Of those who try, how many use it again in the following week?
- Time to value: How long from signup to first meaningful insight or action?
- Support correlation: Which features generate the most questions? That's where we need better UX.
Upgrade Triggers
Moments that naturally lead to plan upgrades:
- Pageview limit approach: At 80% of plan limit, show usage meter and upgrade path.
- Feature gate hit: When trying a Pro feature on Free, explain value and offer trial.
- Team growth: Adding third team member suggests organizational adoption—time for Pro.
- Traffic milestone: Congratulate on reaching 10K visitors and suggest features for scale.
Churn Prevention
Early warning signs and interventions:
- Login frequency drop: If daily users become weekly, send "Here's what you missed" summary.
- Feature abandonment: If they stop using heatmaps, show improvements or ask for feedback.
- Support frustration: Multiple tickets in a week triggers proactive outreach from success team.
- Billing failure: Immediate notification with easy update flow prevents involuntary churn.
Success Playbooks
Structured approaches for different customer segments:
- New user (Day 1-7): Daily check-ins on installation, first data, dashboard orientation.
- Growing user (Week 2-4): Feature introduction, use-case exploration, team invitation prompts.
- Established user (Month 2+): Advanced feature adoption, integration suggestions, case study opportunities.
- At-risk user: Personalized outreach, success call offer, potential plan adjustment discussion.