Users hit problems and leave instead of contacting support
Monitor for users who seem stuck (repeated errors, long sessions on one page, abandoned actions) and reach out before they give up.
When to use
You can detect when users are struggling (error logs, page analytics, session recordings).
Hypothesis template
If we proactively reach out to users showing [stuck signals], we'll save [target]% who would otherwise churn because most users leave silently.
Method
The problem: 90% of unhappy users never contact support. They just leave. By the time you notice, they're gone.
What works: Detect "stuck" signals: user visits the same page 5 times without completing an action, encounters an error, or spends 10+ minutes on a setup step. Trigger a proactive message: "Need help? I noticed you might be stuck on X."
The result: Proactive support saves 20-30% of users who would have churned silently. A timely "can I help?" is the highest-converting support interaction.
How to do it:
- Define "stuck" signals: repeated page visits, error encounters, long time on setup pages, rage clicks
- Set up automated triggers for each signal
- Send a friendly, specific message: "I noticed you've been on the setup page for a while — want me to walk you through it?"
- Make it from a real person, not "support bot"
- Offer to jump on a quick call if needed
- Track: response rate, resolution rate, churn reduction
Key insight: "Hey, looks like you might be stuck on X — can I help?" sent at the right moment is worth more than the best help docs in the world.
Success metrics
- •Stuck signal detection rate
- •Response rate to proactive outreach
- •Resolution rate
- •Churn reduction from proactive support
Prerequisites
- User behavior analytics or error tracking
- A way to send in-app or email messages
- Someone to respond when users reply
Common pitfalls
- •Being too aggressive with messages
- •Using a bot instead of a real person
- •Sending generic messages instead of specific ones
- •Not following up on responses
Source: Intercom, Superhuman. Proactive support saves 20-30% of users who would churn silently.
Suggested ICE scores
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