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During trial, this could still be to check if that option is available. But after longer usage as a customer, it's reason to panic. This article offers an example of what a playbook designed to address this situation might look like.
Preliminary assumptions
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The concept revolves around initially identifying qualified accounts. In journy.io, the following steps should be taken:
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In general, we also recommend you to check out general information about playbooks. See Anatomy of a Playbook
Anatomy of the 'Delete account' screen playbook
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We will be constructing a playbook designed to notify the CS team, when a long-active customer visits the 'danger zone' and 'Delete account' areas. The final playbook will take on the following structure:
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Entry Condition
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The entry condition for this playbook, checking if an account has been active for a while and looked at the 'Delete account' screen comes down to:
Checking if the account was first registered more than a certain period ago. E.g. 90 days.
Checking if the account has visited the 'Delete account' screen the last 24 hours.
Playbook should allow account to enter back, after 24 hours only!!
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Main actions: Notification
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Once a 'Delete account'-candidate has been detected, lets warn the CS team.
Send a Slack notification, announcing a 'Delete account'-candidate
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Press the add action icon (+) and choose Slack action 'Send a message'.
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There are no goal conditions, and no goal-reach, nor goal-not-reached actions to be performed!
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Tip: Need help with your Playbooks?
Reach out to our support team
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or book time to make it together
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