1. What is this?

Product Adoption helps you identify how actively your users are engaging with your platform and where they may be dropping off. By tracking feature usage over time, you can spot gaps in engagement and take proactive steps to re-engage customers before churn becomes an issue.

GoCSM tracks Product Adoption in real time, meaning every minute a user engages with a feature is recorded instantly.

Users enter a feature stage after spending at least 7 minutes actively using that feature. They can appear in multiple stages if they engage with more than one feature.

The 7-minute marker is also used for automation triggers (for example, to flag users as active or inactive automatically).

2. Why we made this?

Understanding product adoption is key to improving retention, guiding users toward success, and identifying opportunities for upsells.

Track Time spent on features (minutes engaged) Features used vs. unused Adoption rates by company and user

3. How to use this?

1. Feature Usage Tracking

• Every HighLevel feature is listed in the pipeline.

• Users are placed into a stage after 7 minutes of active use on a feature.

• Users can belong to multiple stages if they use more than one feature.

2. Stage Assignment & Behavior

• If a user spends 7 minutes on Conversations, they will be added to the Conversations stage.

• If they later use Calendars for 7 minutes, they will also appear in the Calendars stage.

• If they never return to Conversations, they will remain in that stage unless removed manually or through automation.

3. Automation Triggers for Each Stage

GoCSM lets you automate follow-ups based on Product Adoption patterns giving you a fast, hands-off way to keep customers engaged without manual chasing. Here’s how it works: • Automations can trigger once a user has accumulated 7 minutes of feature engagement but tracking starts from the very first minute. • You can automatically tag, email, or notify your team based on who’s using features (or who’s not).

Example Automations You Can Set Up: • Send a check-in email to users with low feature usage. • Notify your CSM team if a key customer hasn’t adopted a new feature. • Tag engaged users for upsell opportunities.

4. Customization Options

• Automations are drafted by default, allowing you to personalize messaging.

• Internal notifications are on, so teams stay updated on feature usage trends.

4. When to use this?

• When tracking how users engage with different features.

• When guiding users toward advanced tools to improve their experience.

• When identifying underused features that may need better onboarding.

• When looking for upsell opportunities based on high engagement.

5. Who's this for?

• Customer Success Teams → Monitor feature adoption and intervene when needed.

• Support Teams → Identify users who may need training on underused tools.

• Product Teams → Analyze feature adoption trends to improve the platform.

• Sales & Marketing → Promote relevant features to active users for better engagement.

By tracking actual feature usage, this pipeline ensures you can take action at the right time to boost adoption and prevent churn.