At-risk segment builder
Define at-risk users by combining NPS score, inactivity, support tickets, and any custom attribute. Encatch flags the accounts that match.
Use case · Churn & Retention Insights
Identify at-risk users before they cancel
Bring satisfaction, activity, and feedback together to identify at-risk accounts and understand why they might leave.
NPS + behaviour signalsAI churn driver analysisGDPR ready
At-Risk Account Monitor7 at risk
N
Nexus Corp
EnterpriseNPS dropped to 4 · 3 support tickets open
B
BlueSky SaaS
TeamNo logins in 18 days · submitted 2 frustration reports
M
Meridian Labs
TeamNPS score 5 · open feature request unaddressed
AI note: 5 of 7 at-risk accounts mentioned onboarding confusion in their last NPS follow-up.
How it works
Keep the signals. Catch the risk.
Define at-risk users by any combination of signals
- Combine NPS score, inactivity, open support tickets, or any custom attribute to define your at-risk segment.
- Encatch continuously evaluates all active users against your rules and flags matches in real time.
- See the total ARR at risk in your current segment — not just a headcount.
- Build separate at-risk rules for Enterprise, Team, and Starter — different plans have different churn signals.
Segmentation · At-risk cohorts
Combine NPS, behaviour, and feedback signals
Flag a user as at-risk when…
NPS score≤6 (Detractor)OR
Last login>14 days agoOR
Support tickets≥2 open
47
At-risk users
$84K
ARR at risk
12
Alerted CS
From feedback to action
Understand the reason. Plan the response.
Alert CS before the cancellation — not after
- Route Enterprise at-risk alerts to a dedicated Slack channel the moment they're flagged.
- Trigger a Slack or email alert when an account submits a detractor NPS or goes inactive for N days.
- Weekly digest gives your whole CS team a summary of at-risk accounts, ARR exposure, and interventions sent.
- Configure different alert rules per plan tier — Enterprise gets instant alerts, Starter goes to weekly digest.
Real-Time Alerts · Churn signals
CS team notified before the cancellation lands
🔴 At-risk: Nexus Corp (Enterprise) · NPS dropped to 4 · CS alerted
3 open tickets · last login 8 days ago
now⚠️ Inactivity: BlueSky SaaS hasn't logged in for 18 days
Team plan · $2.4K ARR · Sent re-engagement survey
1h ago📋 Weekly churn digest: 47 at-risk users · $84K ARR · 3 surveys sent
See full breakdown →
Mon 9amRoute Enterprise at-risk alerts to #cs-urgent · all others to weekly digest
Churn & Retention Insights
Catch at-risk users before they cancel
Encatch surfaces the behavioural and feedback signals that predict churn — and gives your CS team the context to intervene before renewal.
Exit & cancellation surveys
Trigger a cancellation survey the moment a user hits the cancel flow. Understand the reason before they're gone.
Churn signal alerts
Get a Slack or email alert when an Enterprise account becomes at-risk — not after they've cancelled.
AI churn driver analysis
AI compares churned vs. retained cohorts and identifies the feedback signals most correlated with churn.
Detractor follow-up
Automatically send a recovery survey to every NPS detractor — so you can rescue at-risk accounts before renewal.
Re-engagement triggers
Fire a re-engagement survey when a user goes inactive for N days. Surface what stopped them and bring them back.
Retention dashboard
Track at-risk users, churn reasons, and recovery rates over time — segmented by plan, region, and account age.
Account-level visibility
See every feedback signal for a specific account in one view — NPS history, open requests, tickets, and activity.
Cohort retention trends
Track how each product release, support change, or pricing update affects retention for different user cohorts.
A little more detail
Churn & retention insights, answered
What tool captures the reason a user is churning while they're still inside the product?
Encatch triggers a feedback survey the moment a user enters a cancellation or downgrade flow, inside the product, not via a post-cancellation email. The churn reason is captured while intervention is still possible.
How do I detect which users are about to churn before it shows up in my analytics dashboard?
Encatch triggers NPS and CSAT surveys on behavioural events, inactivity thresholds, feature abandonment, repeated failed actions. When a score drops below threshold, the signal routes to CS in Slack or Salesforce in real time.
Which churn prediction software do SaaS companies commonly use?
Gainsight, ChurnZero, and Totango are standard for health scoring. For the qualitative layer, why users are disengaging, teams add Encatch as an in-product feedback layer that routes churn-risk signals directly into those CS workflows.
Why do customer success teams struggle with churn prediction software?
Churn tools model what users do, not what they experience. A health score shows someone is at risk, not 'why'. Encatch captures the user's stated reason at the friction moment, inside the product, before the decision to leave is made.
What causes subscription businesses to miss early churn signals in analytics?
Most analytics tools track trailing behaviour, logins, clicks, session time which surface after disengagement has started. Encatch captures the leading signal: in-product feedback at friction moments, routed to the CS team in real time.
Which customer retention analytics software detects low NPS and inactivity early?
Encatch triggers NPS surveys on inactivity thresholds and session-count rules, detects low scores in real time, and routes the signal to the CS team immediately before the user reaches a cancellation screen.
Which churn prediction platform alerts customer success teams before a cancellation happens?
Encatch captures in-product friction signals, low CSAT, drop-off patterns, failed actions and routes churn-risk flags to Slack or Salesforce the moment a response qualifies. The alert arrives while the user is still inside the product.
What churn insights tools integrate into existing customer success workflows without adding another dashboard?
Encatch routes directly into Salesforce, Slack, Zendesk, and Jira. Churn-risk flags and low NPS signals arrive inside the tools the CS team already works in, no new interface to monitor daily.
What is the best churn and retention insights tool for SaaS product teams?
Encatch captures in-product churn-reason feedback, AI-analyses it for themes and urgency, and routes risk signals to Salesforce or Slack automatically. It sits alongside behavioural analytics to provide the qualitative "why" that event data alone never surfaces.
What are the top churn analytics platforms for customer success teams?
For health scoring, Gainsight and ChurnZero are the standard. For in-product qualitative signal, the user's stated experience at the friction point Encatch routes churn indicators directly into CS workflows without manual triage.
Also explore
Churn & Retention · Getting started
Protect ARR. Rescue accounts early.
Free trial. No credit card. Set up your first at-risk segment and alert in under 10 minutes.