TAP TAP GO
Distinguish quiet from dissatisfied
Some customers have naturally infrequent needs. Compare observed activity with the customer’s use case before labelling them disengaged. A professional who uses a profile at occasional events may still find it valuable even when daily activity is low.
Combine signals carefully
Review relevant product actions, support history and direct customer feedback through approved processes. A single missing login rarely explains the whole relationship. Ask whether the customer reached the original goal, encountered friction or found another route that better fits their work.
Respond to the actual problem
Offer appropriate help, clearer setup or a relevant reminder rather than a generic incentive to return. Record whether the intervention restores useful activity. If the original fit was weak, the better lesson may be improved qualification rather than more persistent reactivation messaging. Ask whether the product remains available and understandable when the customer returns. An infrequent user may need a short reminder of the workflow rather than a new sales campaign, especially if interfaces or instructions changed since their last successful use.
Illustrative operating example
A hypothetical customer stops updating a profile after preparing it for an annual conference. They may have completed their task rather than abandoned the product. A conversation about the next event provides more insight than labelling the account inactive after 30 days.
Make it practical.
Use this checklist as you read. Checks are not stored.Published by Tap Tap Go. Product availability and eligibility vary by programme and market. About our stories.
