How can I identify active, at-risk, and inactive users as an admin through the User Engagement (CRM)?
The User Engagement (CRM) feature helps you, as a portal admin, identify user activity levels on the Career Portal and automatically send targeted emails to the right user groups. By understanding which users are active, at risk of becoming inactive, or have already become inactive, you can deliver more relevant communications to increase their engagement with the portal. Through this feature, admins can:
- Monitor user activity levels on the portal
- Identify users who are active, at risk of becoming inactive, or have already become inactive
- Search for users using filters and search fields
- Send targeted emails to specific user groups
Navigating the User Engagement (CRM) Page
1. Log in to the career portal as an admin using your registered email address and password.
2. Click the Profile icon, then select Manage Users from the dropdown menu. Then, click User Engagement (CRM).
3. At the top right of the page, you'll find the Drip Sequences button. This feature allows you to create a series of automated messages that can be sent to specific user groups based on their activity on the portal. Click here to learn how to use Drip Sequences.
4. At the bottom of the page, four tabs categorise users based on their roles and activity levels: cohorts, active users, at-risk users, and inactive users.
These tabs help you understand user engagement levels and facilitate sending more targeted communications to each user group.
a. Cohort Tab: This tab provides an overview of activity per user role and retention based on their registration period.
In this feature, the term "Cohort" refers to groups of users who joined during the same period. Cohort information helps admins understand trends in user activity and retention over time.
i. To filter data by user role, click the role you want to display. You can select more than one user group or select all groups to view the data as a whole. You can also filter the time period you want to review by adjusting the "From" and "To" dates.
ii. This tab displays several visualisations and reports, including:
Monthly Registrations: Displays the number of new user groups that registered each month.
Status Breakdown by Cohort: Shows the activity status of each user group each month.
Retention Rate Trend: Displays the percentage of users who remain active over time.
Retention is the portal's ability to keep users returning and using the portal after they register.
Overall Status Distribution: Displays a comparison of the number of active, at-risk, and inactive users on the portal.
At-Risk Users per Cohort: Shows the number of users who have begun to access the portal less frequently based on their registration cohort.
iii. You can choose to visualise the data in graph form, as in the example above, or in table form. Click to select the desired data view.
b. Active Users Tab (Logged in recently): This tab displays a list of users who have recently accessed the portal.
i. You can use the search field to search for specific users using keywords.
ii. Filter to narrow the results based on your needs.
iii. Each user is displayed as a user card containing the following information:
- Profile photo
- User name
- User role
- User score
- Email address
- Last login time
- Last email sent time
- Date joined the portal
Users categorised as active are those who have regularly accessed the portal within the last 45 days.
c. At-Risk Users Tab (Login 45-90 days ago): This tab displays users who last logged in between 45 and 90 days ago. Users in this category are at risk of becoming inactive if they do not return to the portal in the near future.
i. The information displayed on the user card is the same as on the Active Users tab:
- Profile photo
- User name
- User role
- User score
- Email address
- Last login time
- Last email sent time
- Date joined the portal
Admins can use this information to send reminder emails or relevant information to encourage users to return to the portal.
d. Inactive Users Tab (no log in > 3 months): This tab displays users who have not logged in or accessed the portal for more than 3 months. The information displayed on the user card is the same as in the other tabs.
This list can help admins identify users who need follow-up or a reactivation campaign.
By regularly utilising the information in these tabs, admins can keep the portal active and ensure users are getting the most out of the services provided.
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