Win-back and renewals

Bring lapsed customers back before they forget you

How it works

  1. Customer goes quietA customer stops visiting, or a plan is about to end.
  2. Personal message with an offerThey get a personal message with an offer.
  3. They reply or bookThey answer or book a time.
  4. Your team takes it from thereYour team picks up the conversation.

A worked example

  1. A yoga studio in Tanjong Pagar notices that a member has not attended for five weeks, and that her class pack ends in ten days.
  2. The system checks that she agreed to receive messages from the studio and is not on the Do Not Call Registry for this kind of message. She is clear to contact.
  3. She receives a personal WhatsApp message from the studio, mentioning her favourite class and a renewal offer the owner approved. The message tells her how to opt out.
  4. She replies that she would like to renew, and the studio manager takes over the chat and completes the sale.

Before and after

Before

After

Lapsed members are noticed only when someone looks at the list.

A member who has gone quiet, or whose plan is ending, is spotted automatically.

Renewal messages are sent to everyone in the same wording, or not at all.

Each message is personal and uses what you know about the customer.

Nobody is sure who has agreed to be contacted.

Consent and the Do Not Call Registry are checked before any marketing message goes out.

What the AI does

  • Finds customers who have stopped visiting or whose plan is about to end.
  • Checks consent and the Do Not Call Registry before any marketing message.
  • Sends a personal message with the offer you approved, and a way to opt out.
  • Passes the conversation to your team when the customer replies.

What your team keeps

  • Deciding the offers and the discounts.
  • Having the conversation once the customer replies.
  • Recording consent properly when customers sign up.
  • Honouring every opt-out and complaint.

What is included

  • Connection to your customer list or booking system.
  • Rules for who counts as lapsed or due for renewal.
  • A consent and Do Not Call check before every marketing message.
  • Message wording that you approve, with an opt-out in every message.
  • A handover to your team when a customer replies.
  • Fixes and adjustments during the first month after launch.

What is not included

  • WhatsApp message fees that Meta bills to your business.
  • Messaging anyone who has not given consent, or who is on the Do Not Call Registry.
  • Writing your offers or deciding discounts.

Works with

  • WhatsApp
  • Mailchimp
  • Zenoti
  • Wodify
  • Google Sheets

Questions

How much does win-back and renewals cost?

Setup starts from S$3,499. The monthly fee is set by your volume and agreed on the call, before anything is built. Usage costs, such as AI processing, are billed on top of the monthly fee. Meta's WhatsApp message fees are billed to your business by Meta, and subscriptions you already pay for remain yours. The minimum term is three months, and after that you can cancel any time.

Where does my data go, and does this meet PDPA?

Your customer list and consent records stay in your own tools, such as your booking system, Mailchimp or Google Sheets, wherever possible. The written scope says where everything is stored and lists any personal data the system handles and why, so you can check it against your own PDPA obligations. Your data is never used to train AI models.

Is it allowed to message customers like this?

Only where the rules allow it. Before any marketing message, the system checks that the customer consented and that the number is not on the Do Not Call Registry. Messages may go by WhatsApp or by email, and email marketing follows the rules of Singapore's Spam Control Act, including an unsubscribe link and clear sender details. Every message offers a way to opt out, and anyone who opts out is not messaged again. We set this out in the written scope, and you remain responsible for the consent you collect.

What happens when the AI does not know how to reply?

Once a customer replies, a person takes over. The system does not negotiate or answer questions about price exceptions. It passes the chat to your team with the history attached.

How long does setup take?

Usually two to three weeks from the call. We connect your customer list, agree the rules and the wording, check how consent is recorded, and test before any message goes out.

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