Feature Usage: Why It Matters & How to Take Action

Feature Usage is one of the most important metrics on your GoCSM Dashboard. It shows how actively your customers are using the features inside your HighLevel subaccounts. The more features they use, the more value they see—leading to higher retention and lower churn.

Low usage doesn’t always mean dissatisfaction—it often means:

• Users don’t know what a feature does

• They forgot how to use it

• They didn’t know it was available

• Or they simply got stuck and gave up

Let’s fix that.

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🔧 Best Practices to Improve Feature Usage

✅ 1. Reach Out Proactively with Prebuilt Workflows

GoCSM has two prebuilt workflows under Customer Touch:

• Not Used Feature: Sends a personalized email when users haven’t used a specific feature for 7+ days.

• Used Feature: Triggers when someone starts using a feature (e.g., for 7+ minutes), inviting them to a 1:1 support session.

Both workflows are in draft mode so you can customize the message and tone before publishing.

You can also embed video tutorials into these emails to make re-engagement easier.

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✅ 2. Book More Live Support Time

Customers often struggle with features not because they don’t care—but because they’re short on time. Offer a regular drop-in session where they can:

• Ask questions

• Watch demos

• Get help live

➡️ Action Tip

• Promote your session via GoCSM workflows or Smart Lists

• Record the sessions and offer a replay for those who couldn’t join

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✅ 3. Use Smart Lists to Keep Track

GoCSM automatically adds low-usage users to a Feature Usage Smart List: Low Usage Users This makes it easy to:

• Filter these users

• Send targeted emails

• Plan personalized follow-ups

• Track progress over time

This Smart List is built-in and ready to go.

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✅ 4. Pick Up the Phone

A quick call can go a long way.

If a customer’s usage is below 40%, a check-in call can help uncover the “why.” You don’t need a script—just be human:

“Hey [First Name], I noticed you haven’t really explored [Feature]. Is there anything holding you back?”

A conversation builds trust and shows them they’re not just another number. ➡️ Action Tip Add a phone call or Loom video to your outreach for accounts in the Low Usage smart list. It’s a simple way to show you care.

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🔁 Keep Checking This Metric

Feature Usage is part of the Overall Summary at the top of your GoCSM dashboard. Make it a habit to review weekly, and follow up with customers who aren’t making the most of their accounts.

Need help setting this up? Book a success session with us—we’re happy to walk you through it.