Reactivating Disengaged Energy Customers

Trigger Customer hasn’t logged into their account or opened energy usage/billing emails in the last 45 days. Segment: “Disengaged”

Action Flow Options Co-Pilot randomly selects and tracks the effectiveness of different actions:

  • Email with personalized energy usage insights or savings tips

  • WhatsApp message offering support or mobile login link

  • Push notification reminder to review bill (if app installed)

  • Wait step (control)

Co-Pilot Exploration Actions are rotated → Co-Pilot measures re-engagement and interaction → Prioritizes best-performing message for future inactive users.

Next-Best-Action Push Winning action is delivered to CRM or marketing tool (Customer.io, Klaviyo, etc.) with:

  • Personalized subject lines (e.g. “Your energy usage is down 12%!”)

  • Optimized send time (based on historical opens)

  • Channel preference (email vs WhatsApp)

KPIs Tracked

  • Re-engagement rate (logins or clicks within 7 days)

  • Channel engagement (open, CTR)

  • Dashboard or billing page visits

  • Long-term retention improvement

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