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At-risk customer check-in email automation

A personal check-in, a short survey, and a “needs-call” tag for anyone who stays silent. Catch unhappy customers before they cancel, and flag them for a personal call.

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How it works

Starts when the tag “at-risk” is added. 2 emails over 7 days.

  1. Day 0: send “Is everything okay, Alex?”
    Design: Personal letter template
  2. Wait 3 days
  3. Only continue if the contact didn’t open the previous email
    Everyone else leaves the sequence here.
  4. Day 3: send “How can we do better?”
    Design: Feedback survey template
  5. Wait 4 days
  6. Only continue if the contact didn’t click in the previous email
    Everyone else leaves the sequence here.
  7. Tag the contact “needs-call”

Frequently asked questions

What is an at-risk customer check-in automation?

A personal check-in, a short survey, and a “needs-call” tag for anyone who stays silent. Catch unhappy customers before they cancel, and flag them for a personal call.

How does the at-risk customer check-in sequence start?

Starts when the tag “at-risk” is added. Each contact then moves through the steps on their own schedule.

How many emails are in the at-risk customer check-in sequence?

It contains 2 emails over 7 days. You can add, remove or reorder steps, change the waiting times and edit every email.

How do I set up this at-risk customer check-in automation?

Create a free ENB Technologies account, go to Automations › New automation and choose “At-risk customer check-in”. It is created with every email designed in your brand. Review it, then click Activate.

Also searched as: churn prevention email, at risk customer automation, customer health check in, save the customer email

At a glance

  • Goal: Catch unhappy customers before they cancel, and flag them for a personal call.
  • Trigger: Tag added
  • Length: 2 emails over 7 days
  • Smart rules: skips people who unsubscribe; waits for double opt-in confirmation

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