Feature Request: Last Active Date & Automated Customer Retention Sequences
Feature Overview
We would like to request the addition of a Last Active Date column in the customer dashboard, along with an automated customer retention email sequence based on inactivity levels.
Why This Feature Is Needed
Currently, as an agency managing multiple clients, we can see when a client was added to the system but have no visibility into their activity beyond that. This makes it difficult to determine:
Whether clients have completed onboarding.
If they are actively using the platform.
If they need assistance or engagement to ensure continued usage.
Without this insight, agencies risk losing clients who disengage from the platform due to lack of support, forgotten logins, or unclear next steps.
How It Would Be Used
The Last Active Date would be displayed in the customer dashboard, showing the most recent login or activity of each client.
Agencies could filter or sort clients based on inactivity to identify those who may need re-engagement.
An automated email sequence could be triggered based on inactivity thresholds (e.g., no activity for 28 days). This sequence could:
Provide value-based content tailored to the client’s industry.
Share insights from Google or other sources about the importance of reviews.
Offer reminders, tips, or additional training to maximize their use of the platform.
Benefits
Improved Client Retention – Agencies can proactively reach out to disengaged clients before they cancel.
Better Onboarding Insights – Agencies can track whether clients have fully onboarded or need additional support.
Increased Engagement – Automated re-engagement emails help ensure clients continue to see value in the platform.
Revenue Growth – Reducing churn leads to higher long-term revenue for both agencies and the software provider.
More Efficient Support – Agencies can allocate resources to clients who need the most help, improving overall user experience.
By implementing this feature, agencies will have better control over client engagement, leading to higher satisfaction and long-term retention.
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Comments2
mannie@embedmyreviews.com
Jul 1
login date added.
Leandro Teixeira
Feb 27, 2025
I am 100% in favor of implementing the addition of the "Last Active Date" information, but unfortunately, I cannot upvote it. Why?
Because the feature "automated email sequence" is also included in the featute request post.
And why do I disagree with the implementation of the "automated email sequence" feature?
Because it will create a series of problems and additional requests for enhancements to this feature before it truly meets the objective we want to achieve. Let’s consider this:
Most of us will automate review requests for our clients. If not, it will be through an Opt-in page (which is publicly accessible without requiring a login) or a QR code (also accessible without a login). This means it is very likely that some clients (or many, in my opinion) will not log in since the most important feature is already being used without needing to log in (review requests). In this case, they would receive notifications that are not relevant, as they are using the software without logging in. Therefore, we would need an exception to avoid these cases, such as not sending emails automatically or allowing manual selection of clients to whom these emails would be sent automatically. This makes absolutely no sense.
This aligns perfectly with the popular saying: "If a solution creates more problems, it is not a true solution."
@Raymond McConville, if the feature request were solely for the addition of the "Last Active Date" information, you would have my vote without any doubt.
As a side note, since you are a fan of APIs (I noticed that you often request endpoints), wouldn’t you prefer to have just the addition of the "Last Active Date" information along with an endpoint made available in the API, so that anyone could utilize that information as they see fit? This would avoid the need for @mannie@embedmyreviews.com to create a mini-CRM to manage this, as well as prevent an avalanche of new ideas and requests once the mini-CRM “door“ is opened.