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Repeat-visit and repeat-purchase outreach
What Velros AI runs

It gathers the signals about last visit, purchase cycle, coupon terms, and response history from across your channels, removes duplicates, and sets priorities.

Repeat-visit and repeat-purchase outreach

Last visit, the purchase cycle, coupon terms, and past replies rarely sit side by side, so Velros AI lines them up and flags who's due for a nudge.

Existing vs new sale probability
Profit effect of retention
Compliance
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Spending ad budget only on new acquisition and leaving customers who already bought once untouched is the small-business norm. The odds of selling to an existing customer are 60 to 70% versus 5 to 20% for a new prospect, yet without a way to manage when and whom to reach again by hand, the repurchase cycle gets missed. There is the classic result that a 5-point lift in retention raises profits 25 to 85%, and still most small businesses have no return-contact process at all.

A signal like this, handled like this.

We gather the work as it actually arrives, and record what each step is judged against.

  1. Segment and compute the cycle

    From purchase and visit history, compute each customer's repurchase or return cycle and last activity date to build right-time segments (due soon, overdue, dormant).

    Judgment The measure is not a blast but whether now is the right time against this customer's cycle. Too early is spam, too late they have already left.
  2. Consent and channel-eligibility filter

    Check each target's marketing consent and opt-out status to decide which channels you can use.

    Judgment A win-back is marketing, so it clears the same filter before sending. SMS needs written consent, email needs no prior opt-out.
  3. Draft a personalized message and offer

    Build a draft with a return reason tailored to the last item or visit (back in stock, checkup due, loyalty perk) and an offer.

    Judgment Why now, for this customer has to show in the message. A blanket discount only cuts margin.
  4. Send and track return visits

    Send on schedule in the allowed window after approval, and track return visits, repurchases, and opt-outs to update the segment.

    Judgment Avoid landing SMS outside 8 a.m. to 9 p.m. local time, honor opt-outs immediately. For non-responders, retry with a different channel, cycle, or offer, within a frequency cap.
  5. Dormancy and churn-prevention loop

    If no return visit, run a staged win-back (reminder, perk, last notice), then mark dormant and lower the send frequency if there is no response.

    Judgment Hammering a non-responder only grows opt-outs and fatigue. Deciding when to stop is what protects the relationship.

Without consent, only transactional contact goes out

We settle the exceptions that actually come up before they do. When a rule doesn't fit, we don't force it through. It goes to a person, with the evidence.

Exception A dormant customer without marketing consent

No marketing text or email blast. Only transactional contact like a booking confirmation or a service notice, with no promotional offer.

Exception A customer with a recent complaint

Confirm the complaint is resolved before any repurchase reminder. Promoting to an unresolved customer backfires, so route through complaint sorting.

Exception A customer at risk of over-contact

If it overlaps another campaign (a review request, etc.), hold the send under the frequency cap. Channel fatigue is a churn driver.

The offer, the send, and the stop rule are set by a person

Anything touching money, contracts, personal data, or the brand is drafted and no further. It sends only after a person approves.

  • The target list and segment

    The consent filter result prevents sending without consent.

  • The offer and discount depth

    It hits margin directly, so a person controls the policy limits.

  • The message wording (sender identity and opt-out included)

    The marketing-message rules have to be met.

  • The send time and frequency cap

    To manage SMS timing limits and channel fatigue.

  • The dormancy and stop-contact rule

    It affects the relationship and reputation, so a person sets the policy.

How you know it worked

Did we revive return visits and prevent fatigue

Existing vs new sale probability

60 to 70% probability of selling to an existing customer versus 5 to 20% for a new prospect (Marketing Metrics, Farris)

The neglected existing customer is the cheapest revenue source.

Profit effect of retention

A 5-point lift in retention raises profits 25 to 85% (Bain, Reichheld and Sasser)

The compounding value of a return-visit process.

Compliance

Win-back marketing follows the same email (CAN-SPAM) and SMS (TCPA) rules, with penalties up to $53,088 per email and $500 to $1,500 per text

It is marketing, so the legal filter is required.

Rule

The same US marketing rules apply as in the review campaign. Marketing email is opt-out under CAN-SPAM (truthful sender, physical postal address, working unsubscribe honored within 10 business days, up to $53,088 per email), while marketing texts need prior express written consent under the TCPA, may go only between 8 a.m. and 9 p.m. local time, and carry $500 to $1,500 per message. Transactional messages needed to fulfill a deal, such as a booking confirmation, a service reminder, or a shipping update, are excluded and can go without marketing consent, but mixing in a promotion reclassifies the message as marketing.

There is less that a person has to hold on to.

Once the scattered checks and repeat replies are drafted and sorted, your staff can spend the day on review and exceptions, and you look only at the decisions that matter.

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Today

Checks pile up on a person.

There's no bandwidth to look after customers who haven't come by in a while, so they just drift away.

With Velros running it

The work arrives ready to go.

It picks out customers at risk of leaving, prepares a win-back message draft, and sends it after approval.

Return-visit and repurchase rate Reactivated dormant customers Revenue per follow-up

What people ask before they hand this over

The things people actually check first about Repeat-visit and repeat-purchase outreach.

Can I just blast a return-visit text to my old customer list?

A win-back text is marketing, so even an old list needs prior express written consent to text, and texts go only between 8 a.m. and 9 p.m. local time. Without consent you can still send transactional contact like a booking confirmation or service notice, and marketing email is opt-out but still needs a working unsubscribe.

How long do we keep contacting a dormant customer?

Hammering a non-responder only grows opt-outs and brand fatigue, so it backfires. If there is no response through a staged win-back (reminder, perk, last notice), mark them dormant and lower the frequency. Having a stop rule protects the relationship.

What to sort out next

Human review time

Daily operations report

Daily operations report

Daily operations report can be joined up the same way, on the channels you already use, from intake through to the approval queue.

Human review time

Weekly operations report

Weekly operations report can be joined up the same way, on the channels you already use, from intake through to the approval queue.

First response time

Prospect research

Prospect research can be joined up the same way, on the channels you already use, from intake through to the approval queue.

See every workflow

Inquiries, bookings, quotes, order updates. You can compare the work that keeps a person busy, side by side.

We start with the work that keeps a person tied up.

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