Reconnect with previous customers appropriately

Bring previous customers back into conversation.

Your offer may fit again today. ONE LOOP helps select relevant previous customers, find a good reason to talk and pick up their replies.

Discuss this solution See the journey

What makes a good customer interaction.

Research on timely responses and relevant customer care.

are more likely to repurchase after relevant messages: 78%; Respondents describe how personalised communications affect their willingness to buy again.; McKinsey Next in Personalization · US consumer survey, 2021.
Personalisation study (opens in a new tab)
are more likely to buy again after good service: 88%; Respondents describe the influence of good customer service on a repeat purchase.; Survey of 14,300 consumers and business buyers worldwide · 2023.
Customer expectations study (opens in a new tab)

From a previous customer to a new conversation.

The selection fits your reason for reconnecting.

Use maintained details about interests and customer status. Select a relevant group instead of messaging all previous contacts indiscriminately.

Example: A filter groups relevant contacts into a selection. — Illustrative example · configured for your customer journey.

Your message gives a concrete reason.

Share a useful update or offer that fits the previous relationship. Account for the messaging route and contact preferences.

A reply becomes a personal conversation.

Your team handles replies and checks current needs. A new task or appointment records the next step.

Example: The team takes over an enquiry and plans the next step. — Illustrative example · configured for your customer journey.

Give previous customers a relevant way back.

Find previous customers who fit your reason.

Use maintained interests and customer status to make a relevant selection.

Example: Previous customers are selected by maintained interests.

Give a good reason for a new conversation.

Share a useful update or offer that fits the previous customer relationship.

Example: A relevant reason reopens contact with a previous customer.

Pick up replies personally.

Your team builds on the previous history and clarifies today's needs.

Example: Customer messages and internal consultation notes stay together.

Use existing context for relevant advice.

Previous interests and notes help you put the new reason for contact into context.

Example: A customer record keeps a conversation and the next appointment together.

Make returning to a consultation easy.

Offer a booking link when the customer wants to discuss a new project with you.

Example: A booking link turns a chat into a consultation appointment.

Simplified examples, not live account data.

Start with your own customer journey.

We choose the audience, reason and contact route together. Then we check messaging conditions, limit reminders and test replies and unsubscribes.

Your questions, answered.

How do we avoid unsuitable repeated messages?

We agree wait times, frequency and exit rules. Replies, unsubscribes and known contact preferences are considered in the configured route. The aim is a helpful reason to reconnect, not constant reminders.

How do we get started?

We choose the audience, reason and contact route together. Then we check messaging conditions, limit reminders and test replies and unsubscribes.

Can my team continue the process?

Yes. We agree who handles each request and which details that person needs. Messages, tasks and ownership are configured to fit. Your team remains responsible for personal advice and decisions.

What needs setting up before launch?

We check the required features and connections in your account. Together, we review permissions, message templates and any usage costs. Then we test the complete journey with a sample contact.

Make your next customer interaction count.

We’ll show you how this solution fits your business and your team.

Discuss this solution