Proactive Support Outreach
Detect users showing signs of struggle and proactively reach out with contextual help before they file a ticket or churn.
npx gtm-skills add product/retain/proactive-support-outreachOutcome
≥40% of outreached users engage with the help
Leading Indicators
- Outreach engagement rate
- Struggle detection count
- Resolution rate
Instructions
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Instrument struggle signals in PostHog: error_displayed, $rageclick, action_abandoned, help_docs_visited.
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Run struggle scoring query from struggle-signal-detection drill to identify 10-20 users with scores above 25.
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Review PostHog session recordings for each user to understand their stuck workflow and failure mode.
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Check Intercom for open tickets — skip users already in support.
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Send contextual help manually: reference what they were trying to do, provide the specific fix, link to the help article.
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Track responses: did they engage, did their struggle resolve, did they respond positively.
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After 7 days, evaluate: ≥40% of outreached users engaged with the help.
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If PASS, proceed to Baseline. If FAIL, review session recordings of non-responders to improve detection or help content.
Recommendations
Time
5 hours over 1 week
Play-specific cost
Free