Surge in product log-ins

Why it matters

When you see a consistent spike in log-ins, it may mean you have a power user on your hands.

It may also mean that multiple users are sharing the same log-in credentials. Maybe it's time to talk seat expansion.

What to do

Product users typically share credentials as a cost-saving measure, but it can come with pain points (like getting booted out of your product when someone else logs in).

A helpful, non-accusatory message that highlights the benefits of adding seats is your best bet. Even better if you can skip to the front of the line and talk directly to the decision-maker.

Questions to inform outreach
  • What plan is the account on?
  • What is the status of the account’s relationship with your organization?
  • What department is the person part of?
  • Is the person in a role with budget authority?
  • What actions is the person taking in your product?
  • What materials can you share to assist with research and decision-making?

How to do it

Here’s an outbound template to help you get the creative juices flowing:

Outbound template for surge in product log-ins

Hi [first name] 👋

Quick pulse check on how your experience with [product name] is going?

We noticed a lot of activity in the last week and want to make sure you have everything you need to [benefit that product unlocks].

JIC you’re interested in unlocking more seats, I put together some resources to help you explore what’s possible on your current plan [attach materials to bottom of message].

This would help the team [benefit more seats would unlock or risks more seats would prevent].

Let me know.

[Your name]

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