Win-back cancelled users

Trigger User cancelled their subscription in the past 7–30 days. Segment: "Recently Cancelled"

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

  • Email with a win-back offer (e.g. 20% off or β€œwe miss you” message)

  • WhatsApp message asking for quick feedback or offering help

  • No-action control group (to track natural reactivations)

  • Follow-up push (if app is installed) with a time-limited incentive

Co-Pilot Exploration Initially rotates actions randomly β†’ learns which actions result in reactivations β†’ prioritizes top-performing message/channel for future cancelled users.

Next-Best-Action Push Winning action is pushed to marketing or CRM platforms (e.g. Customer.io, Klaviyo, HubSpot) with:

  • Dynamic content based on previous subscription type

  • Send time optimization (based on past open/click behavior)

  • Channel routing (e.g. WhatsApp for mobile-first users)

KPIs Tracked

  • Reactivation rate (subscription resumed)

  • Open/Click-through rate per channel

  • Revenue generated from returned users

  • Retention after reactivation

  • Feedback submission rate (if survey is included)

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