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Customer Agent

Proactive replenishment outreach

Reaches out before a consumable product runs out, opens a two-way conversation to capture feedback, and facilitates the reorder or suggests a better alternative.

Rohan Krishnan — Product Manager, Klaviyo
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For consumable products with a predictable usage cycle, proactively reach out to the customer a few days before they are likely to run out based on their purchase date and average usage window. Open a two-way conversation — ask how the product has been working for them before offering the reorder. If they had a good experience, facilitate the reorder directly in the conversation. If they had a concern, address it first. Offer the natural next product in their routine as a secondary recommendation. Write any feedback captured back to their profile.
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