Introduction

What Does Zengain Do?

Zengain helps companies understand how their customers use their software by tracking activity events (like logins, feature usage, page views, etc.). This data is then used to spot highly engaged customers who are at risk of leaving or ready to buy more. The goal is to help teams like Sales and Customer Success make smarter decisions and offer better support, all with easy-to-understand insights and actionable recommendations.

Zengain works like a smart sensor for your customer base, letting you know when someone is drifting away, excited about a new feature, or ready to buy more—so you’re always one step ahead without digging through complex data yourself.

---

How Does It Work?

1. User Actions are Tracked

• When a user interacts with the software—logging in, clicking a button, or using a feature—Zengain records this action as an “event.”

• These events are collected quickly from client applications and made visible within 15 minutes.

2. Scoring Engagement

• Each user event gets a score. Important actions known as "Key Product Milestones" (like finishing onboarding) get a higher score.

• Scores measure how engaged each user and customer is and are updated daily.

3. Comparing Activity (Percentiles)

• Zengain compares user scores to others to see where they stand (for example, is a user in the top 10% for activity?).

• This helps understand if usage is low, average, or high compared to everyone else—like comparing a child’s height to others the same age.

4. Levels of Engagement

• Based on these comparisons, engagement is sorted as: Very Low, Low, Medium, High, or Very High.

• This gives a quick snapshot of who’s loving the product and who might need attention.

---

Insight Modules: Lifecycle Stages

Zengain organizes its insights into modules based on the customer journey:

Module	Who It's For	Key Insights Provided
Acquire	Sales teams	Trial end alerts, new users detected, rising or falling engagement
Adopt	Onboarding (Customer Success)	New users, positive activity, waning engagement, onboarding end alerts
Retain	Account Mgmt/Customer Success	Renewal reminders, inactivity warnings, increased or decreased engagement
Reactivate	Sales/Customer Success	Highlights lost subscribers likely to come back
Grow	Sales/Customer Success	Upsell opportunities, growth signals, upgrade alerts

---

How Do You See the Insights?

• Daily Emails: You get summaries of customers who need attention, are at risk, or are ripe for new business.

• Zengain Web App: Insights are shown in easy dashboards, feeds, and customer pages. You can filter by your accounts or see details for everyone.

• User Activity Drawer: Shows an individual’s activity over time (daily, weekly, monthly) in simple graphs.

---

Why Is This Useful?

• Quickly Spot Issues: If a customer’s activity drops, their risk of leaving is flagged—so you can act fast.

• Seize Opportunities: High engagement or attempts to use advanced features indicate a good time to offer upgrades or reach out.

• Organized Alerts: Notifications are tailored to specific stages (trial, onboarding, retention, growth), so the right team member gets the right info.

We also provide Webhooks to support integration with Insights.