Solution
Customer retention and re-engagement
The customers you already have are the ones most likely to buy again — and the ones most often ignored.
The problem
Almost all the effort goes into finding new customers. The people who already bought are contacted only if they happen to come back on their own. Nobody is watching the interval between visits, so a customer who has quietly stopped coming looks identical to one who is simply not due yet.
What it looks like day to day
- No idea which customers have stopped returning
- Repeat business depending entirely on the customer remembering you
- Marketing that treats a five-year customer exactly like a stranger
- No follow-up after a service is delivered
Customer retention and re-engagement
What we implement
Retention is a scheduling problem before it is a messaging problem: knowing when is more than half of it.
Lapse detection
Rules that identify a customer as overdue based on their own pattern and your service intervals.
Post-service follow-up
A check-in after delivery, which doubles as the natural moment to ask for a review.
Interval-based reminders
For businesses with a natural cycle — a check-up, a service, a refill — a reminder timed to that cycle.
Segmented re-engagement
Different messages for customers who bought once, bought repeatedly, or enquired and never bought.
Preference and consent handling
An easy way to stop, honoured everywhere, because the alternative damages the relationship you are trying to keep.
How it runs
Quiet until something is genuinely due.
- 1
The customer record is watched
Last interaction, last purchase, and the expected interval for their type.
- 2
A threshold is crossed
The customer becomes due, or overdue, by the rules you set.
- 3
A relevant message goes out
Referring to what they actually bought, on the channel they used, in their language.
- 4
A response routes to a person or the agent
Anyone who replies is treated as a live conversation, not a campaign metric.
- 5
The outcome updates the record
Returned, declined, or unreachable — so the next cycle behaves differently.
What it needs from you
This is the area where getting consent and frequency wrong does the most damage.
- Customer history with dates — without it there is nothing to detect a lapse against
- Realistic service intervals for your business
- Approved message content that is actually useful, not just a reminder that you exist
- Consent records and a working opt-out, meeting your legal obligations
- A frequency cap you are comfortable defending to a customer
- Messaging costs are usage-based and separate
What to expect
Consistent contact with existing customers, at a defensible frequency.
- Customers who have lapsed become visible instead of invisible
- Follow-up after service happens as a matter of course
- Re-contact that references what the customer actually bought
- A clear record of who was contacted, when, and what came back
- Opt-outs respected across every channel
Other solution areas
These are usually designed together rather than one at a time.
AI customer agents
Text and voice agents that answer at any hour, in the customer's language, and hand over cleanly.
Lead capture and qualification
Every enquiry recorded in one structured place, then scored and sorted by rules you define.
CRM and customer data workflows
Records created and updated by real events, so the CRM reflects the business without manual re-typing.