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Customer Agent

Goals-based re-engagement

Reaches out at the end of a product's usage cycle to open a two-way conversation, capturing outcome feedback and facilitating a reorder or better alternative before the customer lapses.

Nelson Haung — Sr. Director, Product Marketing, Klaviyo
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For customers who purchased a product with a defined usage cycle — a 30-day supplement protocol, a fitness program, a skincare routine — proactively reach out near the end of that cycle. Reference what they purchased and when, and open a two-way conversation asking how it has gone for them. If they report a positive experience, make reordering easy and introduce the natural next product in their wellness journey. If they express a concern or have not noticed results, address it directly before suggesting a reorder or alternative. Write the outcome and any feedback back to their profile.
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