Use case
Churn prevention
The cancellation is decided months before anybody sends the email
Nothing dramatic happens. A team never gets past the setup step that needed somebody else, works around the product, and at renewal somebody asks what it is for. By then the decision has been made and a save offer is arguing with six months of not using it.
The numbers
21%
of applications are complete shelfware, sitting idle with no meaningful usage
Vertice, 2025 SaaS Wastage Report
63%
of organizations name unused or underutilized applications as the reason they cut software
BetterCloud, 2025 State of SaaS
over 20%
of voluntary churn is attributed to poor onboarding
Churn Buster, B2B SaaS churn rate guide
What ARCY sees
ARCY reports the quiet part: which accounts are using less of the product than they were, and which step they stopped at. It does not score accounts for churn risk and it does not predict cancellations.
- The steps where usage stops, per account and per segment
- What those users asked the agent before they stopped asking anything
- Struggle signals: the repeated attempt, the long pause, the field filled and cleared
- Which parts of the product an account has never reached at all
What ARCY does
ARCY answers inside the product, at the step where the user stopped, through the chat surface and the flows your own team authored. The end user never receives an unprompted message. Struggle detection goes to your dashboard, and the operator decides what to do with it.
- Answers from the sources you approved, at the moment the question is asked
- Walks the user through the step with a flow your team published
- Puts the falling accounts in front of the operator early enough to be worth acting on
What it measures
Some of your users never open ARCY at all. Same product, same accounts, same window, no ARCY. The difference between them and the users ARCY helped is the adoption ARCY is responsible for, which is the honest version of a retention claim.
- ARCY compares the users it helped against the users it never touched
- Completion and continued usage in both groups, per flow
- Below a minimum group size the difference is withheld, and the counts still show
+36.3% activation lift on this flow
With ARCY
42.8%
1,204 users who ran this flow
Without ARCY
31.4%
2,910 users who never used ARCY
ARCY compares the users it helped against the users who reached the same step and never used it. Both are counted as finished the same way.
Related
See where usage stops before the renewal does
Book a walkthrough and we will look at the step your quiet accounts never got past.