Customer reactivation
The customers who went quiet are already in your records.
A regular who stopped coming in, a patient two months past their recall, an estimate nobody followed up, a buyer whose reorder is late. Each one is visible in the system you already run, and almost nobody has time to look. Zenith looks every night, drafts the message to bring each person back, and waits for you to approve it.
Who it finds
Lapsed, by the rules of your business.
What counts as lapsed differs by industry. Each list is built from the records your systems already hold.
- Restaurants
- Regulars whose visits or orders have stopped, compared with how often they used to come.
- Dental
- Patients past their recall date with no appointment booked, and treatment planned but not scheduled.
- Home services
- Members due a maintenance visit, equipment past its service interval, estimates not accepted.
- Aesthetics and wellness
- Clients past their usual rebooking cycle, memberships about to lapse.
- Distribution and manufacturing
- Accounts whose reorder is overdue against their usual pattern, and open quotes going stale.
Every night
From a list to a conversation.
- 01
Find
Each night Zenith reads your records and builds the list, leaving out anyone with a booking, an open complaint or no consent for the channel.
- 02
Draft
A message for each person, written from their own history: what they used to order, when they last came, what is due.
- 03
Approve
The drafts wait in the owner brief. You approve, edit or drop each one, or approve a whole list at once.
- 04
Send
Approved messages go out within texting hours, on channels each person has consented to.
- 05
Reply
Replies land on the person's thread, and the agents book them back in like any other conversation.
Offers
Offers stay yours to make.
Zenith suggests; it never decides what a customer is worth to you.
Your offers
Only offers you have set up can appear in a draft. Zenith never invents a discount.
Your limits
How often a person can be contacted, and who should never be, such as anyone with an open complaint or balance.
Traced
Each comeback is traced from the message to the booking or order in your system, so you can see what worked.
The brief
A morning brief with the drafts waiting.
The owner brief is a daily summary of what came in and what Zenith did, followed by everything waiting for you: reactivation drafts, low reviews and anything handed off overnight.
- What happened
- Calls, leads and bookings since the last brief, and anything that needs a person.
- What is waiting
- Drafts to approve, edit or drop, each with the customer's history beside it.
On its own, and where it stops
Zenith handles the routine. Your people handle the rest.
Zenith finds lapsed customers and drafts every message on its own. Nothing in a campaign goes out until a person approves it; once a customer replies, the agents answer and book on their own.
Zenith answers, routes, books and handles routine questions on its own. Refunds, discounts, complaints, low reviews and campaigns wait for a person, and anyone on your team can take over a conversation at any time.
Your dataThe voice model carries the spoken conversation and nothing else. Your customer records stay in your own database, read only by your own agents.
Start here, keep the foundation
Start with customer reactivation. Add the rest without starting over.
Reactivation needs nothing new if you already run calls or texting in Zenith: the system-of-record connection and the consent on each thread are what it reads. If it is your first function, connect your POS, practice system or ERP and the list is built from what is already there.
FAQ
Questions, answered plainly.
What is customer reactivation?
Customer reactivation is reaching out to customers who have stopped buying or visiting, to bring them back. Zenith finds them in your own records each night and drafts a message for each one for you to approve.
Does anything go out without approval?
No reactivation message is sent until a person approves it. You can approve drafts one at a time or a whole list at once, and edit any of them first.
How does Zenith decide who is lapsed?
From rules set for your business: how long since the last visit, order or recall, compared with that person's usual pattern. Ferrata sets the rules with you, and you can change them.
Who is left off the list?
Anyone with a booking already, an open complaint, a reason you have marked to leave them alone, or no consent for the channel. Opted-out customers never appear.
Can Zenith offer a discount to win someone back?
Only an offer you have set up, and only in a draft you approve. Zenith never creates a discount on its own.
How do we know whether it worked?
Every message is on the person's thread, and a booking or order that follows is traced back to it from your own system, so results come from your records rather than an estimate.
Related in Zenith
- Review managementReviews asked for after a visit, replies drafted, and three stars or below seen by a person first.View
- Business textingTwo-way texting from your business lines, answered by agents and your team.View
- ToastMenu, orders, order status and guest history from Toast, on every call and text.View
- Open DentalAppointments, recalls due and balances after insurance from Open Dental.View
- DentalNew-patient calls, recalls and reschedules, booked into the practice system.View
From Ferrata Labs
- Ferrata LabsThe firm that builds Zenith, and builds AI agents into operating businesses.
- Finding use casesA method for choosing which workflow goes first.
- The platformThe Brain: retrieval, models and audit inside your own environment.
- Book a discovery callThirty minutes on one workflow, and an honest answer on where to start.
Start with customer reactivation, or talk it through first.
Thirty minutes with Ferrata Labs on how calls and messages reach you today. You leave with a view of where Zenith fits, and an honest answer if something else should come first.
Your menu, your policies, your routing and the way you talk to customers are yours. Zenith is configured to them. You are not fitting your front desk into a template.