Reaching out to inactive members

Background: Sometimes, life gets busy and members drop off the radar. Coaches will often reach out to Support asking us to contact a member who hasn't been returning their messages or scheduling sessions. Our goal here is simple: verify the inactivity and give the member a friendly, supportive nudge to log back into the Vida app!

Environment: Vida Admin, HG Platform, Zendesk

🕵️‍♂️ Phase 1: The Detective Work (Confirm Inactivity)

Before we email the member, we need to double-check their recent activity to ensure they haven't just scheduled a session or sent a message.

Step 1: Check the Admin Panel

1. Go to Admin and navigate to the Teams section.

2. Search for the user account.

3. Locate their Last Interaction date to see the last time they engaged with the Vida app.

Step 2: Check the HG Platform

1. Search for the member in the HG Platform.

2. Review their Consultation History.

3. Crucial: Check to see if they have any upcoming consultations scheduled.

    

📝 Phase 2: Document and Reach Out

If your investigation confirms that the member has not engaged with their coach via chat and does not have any upcoming consultations scheduled, it's time to take action.

Step 1: Leave an Internal Note Always leave a private internal note on the Zendesk ticket confirming what you found.

"Checked Admin and HG Platform. Member has no recent chat activity and no upcoming consults scheduled. Sending outreach macro."

Step 2: Send the Outreach Macro Send the member the following message. This template is designed to be helpful and non-judgmental, giving them an easy path back to their coach.

✉️ Macro Template: Coach Re-engagement Nudge

Subject: Checking in from Vida Health!

Hi [Member Name],

Thank you for being a part of Vida Health!

We are reaching out today because we noticed it has been a little while since you last connected with your Vida coach. We know life can get busy, so we just wanted to check in and see how we can best support you!

I am here to help guide you through getting reconnected with your coach, or assist with any technical steps to help you get back on track.

In the meantime, here are a few quick resources to help you engage with your coach whenever you are ready:

• Chatting with Your Care Team: What to Expect

• How to Schedule and Manage Your Vida Appointments

If you are experiencing any technical issues with the app, or if you have any other questions at all, please don't hesitate to reply directly to this email. We are always here for you!

Warmly,

[Your Name] > Vida Member Support