Description
After a user has been onboarded and they are actively using the product, Nurture and expansion uses contextual, in-product prompts to guide them towards deeper adoption of features, without relying on external tools such as Pendo.
These prompts are triggered by user behaviour and surfaced at relevant moments within the product. For example:
- If a user sends the same invoice each month, they may be prompted to set up recurring invoices.
- If AutoEntry credits are regularly expiring, the user may be prompted to better utilise AutoEntry to avoid losing value.
The goal is to reinforce value, remove friction, and help users adopt more efficient workflows over time.
Examples
Having completed their onboarding tasks, the small business owner is now seeing clear value from their product.
They can now be delivered contextual prompts that leverage the data already captured and imported, such as invoices and bank transactions, encouraging the user to adopt more functionality.
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They can also be prompted to engage with Help content that will increase their knowledge of useful features available within the suite. Help content is always accessible from Sage Home and the Global nav.
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There, the customer discovers the benefits of Auto Document Capture and Categorisation and starts capturing recent bills using their mobile phone.
Best practices
- Use contextual prompts to surface underused features at the right time.
- Highlight the benefits of upgrading when customers reach usage limits.
- Provide clear, value-driven explanations for why a feature or upgrade matters.