Winning customers back
How do I go back for customers who stopped buying?
Eva can return to inactive customers one at a time with prior context or through a campaign with an approved template.
Almost every company has a base of customers who bought once and then stopped. They did not leave angry: they left quietly, and going back for them is the work that always slips to next month, because it means working out who was who and writing to each one with something worth saying.
Eva is an AI sales agent with a built-in CRM. It can go back for those customers one at a time, carrying the context of what was already discussed, or as a campaign with an approved template. Here is how it works and what it needs to work.
The sale that was going cold
Quote sent · Monday
3 days without a reply
Eva wrote again, with context
The customer answered: order confirmed
Before and after
Today
The list of old customers lives in an export somebody made months ago. Writing to them again is a project, so it does not happen, and when it does the same message goes to everybody — including the ones who bought last week and the ones who asked not to be contacted.
With Eva
The segment comes from the CRM where the conversations and opportunities already are. Eva comes back with a reason rather than a generic nudge, and whatever the customer answers is recorded in the same place their history lives.
How it works
- 1. You define what lapsed means in your business
For one company it is ninety days without an order, for another it is two years between purchases. You write the criterion using data already in the CRM, and the segment or the list of cold conversations comes from it.
- 2. Eva goes back, one by one or as a campaign
For a cold thread, Eva runs a full turn when the delay is due: it reviews what was quoted, then decides whether to write and with what reason. For a broad send, the campaign goes out with an approved template and suppression applied.
- 3. Whatever happens is recorded
If the customer answers, the conversation continues with the same agent that quotes, books and takes payment. The contact is updated, the opportunity moves when a pipeline is linked, and campaign sends keep their attribution.
Live
See it working
The sale that was going cold
Quote sent · Monday
3 days without a reply
Eva wrote again, with context
The customer answered: order confirmed
Eva follows up on its own and recovers the sale.
WhatsApp campaigns
Quote follow-up
ScheduledActive18 of 18 sent
Visit confirmations
DraftEva sends the campaign and handles every reply.
The conversation becomes an opportunity, by itself
María López
Hotel Casa Real
1.5-ton inverter mini-split × 3
$91,125.00
The conversation becomes a tracked opportunity, on its own.
What Eva needs
- Your contacts in the CRM carrying the fields that define, in your business, that somebody stopped buying.
- The channels connected and, to write outside the WhatsApp conversation window, your approved templates.
- The reason written down: what Eva comes back with, what it may offer, and when the conversation goes to a person.
- Your suppression list and consent rules, plus a linked pipeline if win-back should move opportunities.
Good to know
- The definition of a lapsed customer is the one you set from data already in the CRM.
- Purchase history living in your ERP connects as a custom integration against whatever that system exposes.
- Eva does not invent promotions. What it can offer comes from your configuration and your catalog, not from a discount rule of its own.
- Outside the WhatsApp conversation window an approved template is required; without one the message is parked, skipped or waits for a person.
- Outside the window, Messenger and Instagram skip delivery and leave a visible event: there is no compatible re-contact route on those channels.
- An inactivity sequence supports up to five steps with delays as long as a hundred and eighty days; a one-off follow-up supports five minutes to a hundred and eighty days.
- In campaigns, consent is applied through suppression at materialization and at send time. Attribution uses a default seven-day window.
- When somebody on your team takes over the conversation, Eva goes quiet until control is handed back.
online sales in six months
Serviacero Comercial, a steel distributor, multiplied its online sales more than fourfold in six months with Eva answering and quoting immediately.
Read the full storyPut Eva to work.
Tell us how you define a customer who stopped buying and we will show you the reason Eva would go back with.
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