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Customer Agent

Silent churn recovery

Detects behavioral lapse from the customer's personal purchase cadence and proactively opens a genuine conversation before they leave — without a generic discount trigger.

Tanner Elvidge — Product Manager, Klaviyo
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For customers whose purchase frequency has dropped below their historical pattern — for example, a customer who ordered every three weeks and has now gone 45 days without a purchase — proactively reach out before they lapse entirely. Do not send a generic discount. Open a genuine conversation: acknowledge that they have not been in touch for a while and ask how their wellness routine is going. Address whatever they share. Offer a relevant next step based on their history — a reorder, a new product, or a check-in call with an expert. Write the response and any relevant signals back to their profile.
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