Reactivate lapsed buyers with a warm AI call. Not another ignored email.
60-day lapsed customers ignore your win-back email flow. Adam reaches them on the phone instead. Friendly, brief, and offering exactly what they need to come back.
Who it's for
- Subscription D2C brands with high 60-day churn
- Beauty, supplements, pet food, and CPG categories with predictable reorder windows
- Stores running Klaviyo win-back flows with sub-3% conversion
- High-LTV brands where reactivating a single customer pays for the agent for months
How it works
- 1
Customer flagged as lapsed
Klaviyo, Omnisend, Shopify, or your CRM tags any customer who hasn't ordered in 60+ days (configurable per category). The segment syncs to Callsy.
- 2
Adam sends a warm SMS first
Light-touch SMS or WhatsApp. "hey, it's Adam from [brand], been a while. Anything you needed?" If they reply, Adam continues by text. If not, he calls.
- 3
Reactivation offer on the call
If the call connects, Adam asks one open question. "what stopped you reordering?". Listens, and offers exactly the right hook (free shipping, sample of the new SKU, 15% off) without giving everything away upfront.
Why it works
- Lapsed customers ignore email. They signed up, the novelty wore off, the inbox is noise. A voice call breaks the pattern.
- Conversational discovery surfaces the real reason for churn (price, ran out and forgot, switched to a competitor, life event). Data your retention team can act on.
- Margin-aware: Adam offers the minimum incentive needed, not a blanket 30% discount that erodes everyone's contribution margin.
- Multi-channel logic: text-first respects modern preference, call-second still catches the long tail.
- Brand-safe scripts mean reactivation never feels like a cold telemarketer. Adam sounds like a thoughtful CS rep checking in.
What the call sounds like
Hi Carmen, this is Adam from Lumi. Quick AI-assisted check-in, we noticed you haven't reordered in a few months. Just wanted to see if everything was okay with your last skincare set?
Oh. Yeah, it was fine. I just ran out and forgot to reorder.
Totally. Happens. Want me to set up the same Hydrating Duo at a 15% loyalty discount, ship today?
Sure, that sounds good.
Done. Same card and address on file. Confirmation coming by SMS in 5 seconds. Want me to put you on the 8-week auto-reorder so you don't run out next time? You can cancel any month.
Yeah, actually, do that.
What it delivers
Frequently asked
How do you define a "lapsed" customer?
You set the rule per category. 60 days for supplements, 90 days for skincare, 120 for cookware. Callsy syncs the segment from Klaviyo, Omnisend, Shopify, or your CRM and only contacts customers who match.
Won't this feel like a cold telemarketer?
No. Adam opens with the brand name, references the customer's prior order, discloses AI status, and keeps the call under 90 seconds. We average a 4.7/5 customer-rated call quality across reactivation campaigns.
Can I control the discount Adam can offer?
Yes. You set the offer tiers (free shipping, 10%, 15%, free sample) and the rules for when to escalate. Adam never offers more than authorized. And the discount is logged per customer.
What about customers who actively don't want to be called?
Opt-out is instant and cross-channel. The customer hears "please remove me" or replies STOP to any SMS, and they're suppressed from all future Callsy outreach across all of your brands within seconds.
How long until I see results?
Most win-back campaigns show positive ROI in the first 2–3 weeks. Reactivation rate stabilizes around 18–25% in week 4.
Hire Adam for your win-back workflow.
Live in 5 minutes. 70% off launch promo. If your agent doesn't pay for itself in 30 days, you don't pay us.