This play is a useful tool for reaching out to customers who are in danger of never returning again so you can convince them to buy again before they are gone for good.
This type of flow can be used to make a more aggressive offer than you normally would without eroding margins with customers who would have shopped again anyway.
Communication like this really hinges on timing: If you contact them too early, the customer may be confused about why you are reaching out, but if you wait too long, the message may lack any real impact. Therefore, it's crucial to strike the right balance. Repeat’s About To Laps Trigger helps you nail this timing.
In addition to making a last-ditch offer to retain the customer, the personal touch can go a long way. Use the email or SMS to ask for feedback and find out why the customer hasn't returned. This can provide valuable insights into areas of improvement for your business.
What Customers Experience
- Automatic email or sms messages when they’re at risk of lapsing
- We suggest using your best offer in this automation to entice these customers to come back
- Optionally, you can show products a that they previously purchased for easy repurchasing
How This Play Works
This play uses Repeat’s "About to Lapse" trigger for the ideal timing and dynamically populated content.
Timing
The trigger’s timing is unique for each customer, based on:
- The products a customer purchased previously
- The timing of their previous orders
- Historical data about other customers
Setting It Up
Check out the provided guides for Klaviyo, Postscript, and Attentive below. We also have some email examples and copy suggestions to get you started.
Examples
SMS Copy Examples
Hey {first_name}, long time no see!
Use code [CODE] for 10% off your next order and keep enjoying the quality you love:
{shop_all_page}
Hi {first_name}!
We haven’t seen you in a while. Enjoy 10% off using code [CODE]! {shop_all_page}
Hi {first_name}!
Last chance for 10% off using code [CODE]! Stock up on some of everyone's favorites: {shop_all_page}
Setup Guides
Klaviyo Flow
Postscript Setup
What we’re building
We’ll build an automation with three messages, powered by the Repeat - Lapsed Customer trigger:
1. Create a new automation and add your trigger
We’ll create a new automation, choose the Repeat - LapsedCustomer trigger, and add a cancellation trigger for Order Created.
2. Create 3 messages
We’ll add three messages to this flow. We recommend setting the wait time to 5 days between messages. Here’s some sample copy to get you started:
Hey {{subscriber.first_name}}, long time no see!
Use code SAVE10 for 10% off your next order and keep enjoying the quality you love:
YOURWEBSITE.COMHey {{subscriber.first_name}}, long time no see!
We haven't seen you in a while. Enjoy 10% off using code SAVE10
YOURWEBSITE.COMHey {{subscriber.first_name}}, long time no see!
Last chance for 10% off using code SAVE10! Stock up on some of everyone's favorites:
YOURWEBSITE.COM3. Activate your flow
Click “Schedule or Activate” and choose “Activate automation immediately.”
Attentive Setup
What we’re building
We’ll build a Journey with three messages, powered by the Repeat - About to Lapse trigger:
1. Create a new Journey and add your trigger
We’ll create a new Journey from scratch and choose the Repeat - About to Lapse trigger.
2. Create 3 messages
We’ll add three messages to this Journey. Here’s some sample copy to get you started:
Hey {{subscriber.firstName | default: 'there'}}, long time no see!
Use code SAVE10 for 10% off your next order and keep enjoying the quality you love:
YOURWEBSITE.COM
Hey {{subscriber.firstName | default: 'there'}}, we haven't seen you in a while. Enjoy 10% off using code SAVE10
YOURWEBSITE.COMHey {{subscriber.first_name}}, long time no see!
Last chance for 10% off using code SAVE10! Stock up on some of everyone's favorites:
YOURWEBSITE.COM3. Add delays & remove customers from the flow after purchasing
We recommend adding a 5-day delay between each message. We’ll also add a branch after the delay (and before the next message is sent) to check if a customer has made purchase since starting the Journey.
4. Activate your Journey
Click “Turn on” and choose “Allow subscribers to enter this journey once every 24 hours.”
More Plays for Lapse Prevention
Explore More Moments
