Turn first orders into lasting customers.
Retention depends on the experience surrounding the next purchase. We connect customer events, product context and service state so post-purchase education, replenishment, subscriptions and recovery journeys respond to what is actually happening.
Sound familiar?
The follow-up is generic
Customers receive the same sequence regardless of the product, delivery or service experience.
Messages conflict with reality
A customer gets another sales message while a delivery problem remains unresolved.
Churn reasons are scattered
Cancellations, failed payments, product feedback and support conversations live in different tools.
- Best for
- Lifecycle, ecommerce and subscription teams whose customer messages, product experiences and service tools operate separately.
- First step
- Select one customer cohort and journey, including its order events, permissions, service exceptions and intended next customer action.
- Works with
- Your commerce platform, email and SMS tools, loyalty, subscriptions and support.
Make the relationship after the first order work better.
Illustrative example
Build a first-to-second-purchase journey.
TriggerA first order reaches the appropriate post-purchase stage.
Source
What it draws on
- First-order product and customer-cohort context
- Delivery, return and unresolved service events
- Consent, channel preferences and approved content
What the team sees
| Customer event | Appropriate follow-up | Condition |
|---|---|---|
| Delivery confirmed | Product-specific care guide | Customer has permission for that channel |
| Shipment delayed | Current order help | Suppress the scheduled promotion |
| Relevant replenishment window | Refill reminder | No open return or service issue |
What you get
Product-aware lifecycle journeys and a test plan.
Measured by
- Second-purchase behavior by eligible cohort
- Contribution after incentives and operating costs
- AI
- AI drafts product-aware education and recommendations for each eligible moment.
- Rules and automation
- Integrations join delivery, service and product events and respect each customer’s communication permissions.
- Your team
- Your lifecycle team chooses the cohort, approves messages and incentives, and reviews the results.
A delivery issue changes the welcome journey.
An illustrative first-purchase journey uses delivery and support events to choose an appropriate next step.
An order becomes delayed. The journey pauses a promotional message and offers current service information.
The handoff
Receive the order and permission context
Watch delivery and service events
Provide relevant education or help
Resume eligible follow-up after resolution
Compare repeat behavior and complaints
Built around your tools and team.
How we work togetherCustomer-event foundation
Join agreed customer and order events with consent, product context and suppression rules.
Connected journeys
Build useful education, self-service and purchase journeys with Product, Engineering, Data and service partners.
Retention learning
Design cohort comparisons and experiments that separate recovered value from discounts and operating costs.
How we’ll know it’s working.
We agree the measures and a baseline before building, then compare like with like after launch.
| Measure |
|---|
| Repeat behaviorFollow second-purchase and retained subscription outcomes by eligible cohort. |
| Customer experienceWatch complaints, unsubscribes and unresolved service issues alongside commercial measures. |
| Full economicsInclude incentives, messaging costs and ongoing review in the value of the journey. |
Connected work.
More connected work
Make the next purchase easier. Connect the experience after the first order.
Prefer to start with discovery?
We reply within one business day.