Win-back
Your lapsed customers, split by when they left and what they spent, contacted in small batches with an offer that fits. Anyone interested goes straight to your sales team.
Systems and workflows
The systemsbehind the sales.
Systems and workflows are our bread and butter. We build the email, SMS and WhatsApp sequences that welcome new customers, win back lapsed ones and keep the rest buying, and we set up how your enquiries and new leads get followed up. It all runs in your accounts, and we report on it every week.
One enquiry, start to finish.
An example of the follow-up we set up for a software company that sells to larger businesses. It starts on a Friday evening, after the office has closed.
Example
Example inbox
Ashcroft Systems
Office closed
Enquiry in
- Enquiry in
- Answered
- With the account manager
- Followed up
- Meeting booked
C
Claire MortonHead of Operations · email
Ten months later.
The same system looks after the account. Renewal reminders, quarterly reviews and check-ins go out on their own, at the right time for each client.
C
Claire MortonHead of Operations · email
Put your name on it.
Type your company name and the messages above become yours. Every sequence we build is written around your clients and how your team works.
What we build.
Each one is set up around your own customer list and how your team sells.
Onboarding
A new customer's first month: the welcome, a check-in on the first day, and a nudge towards the next order before the first bill.
Retention
Messages timed to keep current customers buying, and to catch the ones who look like they're about to leave.
Inbound process
Every enquiry from the website, Google, WhatsApp and social gets answered, logged and followed up until it's a yes or a no.
Outbound process
Lists, sequences and follow-ups for new business over email, LinkedIn and phone, worked every week.
Interested replies on WhatsApp
Every reply to a campaign is sorted as it arrives. Interested ones reach your sales team as a WhatsApp alert, “not now” goes back into the sequence for later, and opt-outs are removed the same day.
Chat assistant
A chat on your website and WhatsApp that knows your products, prices, coverage and policies, and answers customer questions at any hour. When it can't help, it passes the conversation to your team.
Reporting
A clear view of what went out, who replied and what it brought in, and a regular sit-down to agree what changes.
The whole system
How it fits together.
- 01Enquiries come in from the website, Google, social and ads.
- 02Each one is answered within minutes and passed to the right person.
- 03A chat assistant answers customer questions at any hour.
- 04Follow-up runs until there's a yes or a no.
- 05New customers are looked after from the first day to renewal.
- 06Old customers are invited back, and the interested ones go to sales on WhatsApp.
01EnquiryWebsite, Google, social, ads
02AnsweredWithin minutes, any hour
03AssignedTo the right person
04Chat assistantAnswers questions
05CustomerSigned and onboarded
06Followed upUntil it's a yes or a no
07Win-backOld customers invited back
08WhatsApp alertInterested replies to sales
09OnboardingFirst day to renewal
How it works
From first call to live.
01
Audit
We look at the list, the data you hold and how customers buy from you, then agree the targets and the offer.
02
Build
Domains, tools, templates and sequences set up in your accounts. Copy written by us and approved by you.
03
Run
Small batches first, scaled up as the numbers hold. Replies handled the same day.
04
Report
Weekly report and a sit-down to go through it and agree what changes.
A telecoms case
What we set up for a broadband provider.
Win-back, interested replies, new and abandoned orders, and a chat assistant, for a UK broadband and mobile provider.
Questions
What people ask.
Is this compliant?
Yes. We only contact your own customers and people who have opted in, every message carries a way to opt out, and WhatsApp runs through approved business templates.
Which channels?
Email, SMS and WhatsApp, in whichever mix fits your customers. Most win-back work runs on email and WhatsApp. SMS is for short, timed reminders.
Will it feel automated to the customer?
No. Plain-text emails that read like a person wrote them, WhatsApp messages that invite a reply, and a real person answering when they do.
How long does it take to set up?
It depends on the state of your list and your accounts. We'll give you a start date on the first call.
What does it cost?
A fixed monthly fee agreed in writing before we start, plus the software at our discounted rate billed through us. No percentage of anything.
Tell us what you're running.We'll tell you what it takes.
Get in touch