Case Study: Conversational Commerce Brings 31% of Churned Customers Back

There can be a variety of reasons why customers stop buying. The order gets delayed, a routine changes, life simply gets in the way, and a solid reminder never comes. Traditional win-back tactics like email campaigns or promo blasts often feel impersonal and easy to ignore. It’s easy to assume they’re gone for good.

While most teams focus on acquiring new customers, 65% of a company’s business typically comes from existing ones. And you lose revenue when that group goes inactive. 

Conversational commerce can make a difference. It offers a way to reach churned customers with real-time, personalized messages in their most used channels. With no manual outreach! Once set up, these messages are triggered and adapted automatically based on each customer’s data.

Our client, Zorro.lv, a growing pet food retailer, took this approach. Instead of scaling with bulk messaging, they chose to replicate the one-on-one conversations that defined their brand from the start.

About

Zorro.lv built its reputation on offering high‑quality, natural pet food and treats without fillers and artificial additives. Their products include grain‑free and super‑premium lines, tailored for pets with different nutritional needs. Zorro.lv aims to combine high‑quality products with an attentive, trustworthy customer experience.

As their customers multiplied, the team could no longer personally reach out to those who’d drifted away. We partnered with them to build an AI‑powered sales concierge that restored personal attention via WhatsApp.

Project goals

Zorro.lv had always relied on direct, personal outreach to build loyalty. Now, the team needed a way to:

• Identify the right customer segment most likely to purchase again
• Reconnect with lapsed customers in a personal and timely way
• Maintain Zorro’s relationship-driven tone without switching to bulk promotions
• Automate outreach at scale without losing authenticity
• Free up sales and support staff from repetitive follow-ups while keeping the customer experience consistent.

The ultimate goal was to recreate the feeling of a dedicated salesperson for every customer. Someone who knows their order history, understands their pet’s needs, and reaches out at the right moment.

Approach

To bring back churned customers without losing Zorro.lv’s personal touch, we developed an AI-powered sales concierge connected to their Shopify store and WhatsApp. The project began with building a clear customer segment, then moved into conversation design and technical integration to make outreach feel natural for every customer.

Customer selection

We built the first outreach segment from Zorro.lv’s Shopify data and ensured outreach went to high-potential customers who already had a relationship with the brand. Customers were included if they:

• Placed their last order between 12–24 months ago
• Spent at least €100 in total
• Completed at least two purchases
• Gave marketing consent.

Conversation design

Before launch, we ran test scenarios with Zorro.lv’s team to capture the brand’s tone of voice. The AI needed to sound friendly, knowledgeable, and focused on pet well-being. We reviewed and adjusted conversation examples to match how the team would naturally talk to customers.

The AI assistant was designed to handle conversations end-to-end, adapting based on customer responses and needs:

• Sends the first personalized message using order history and tone aligned with the brand
• Adjusts replies dynamically throughout the conversation
• Detects interest in product suggestions and retrieves relevant items using vectorized product data
• Asks clarifying questions when needed to improve recommendations
• Shares a personalized discount code when purchase intent is expressed
• Handles opt-out requests and removes customers from future outreach
• Flags special or complex cases for manual follow-up by the customer support team.

Technical setup

Customer data is pulled from Zorro.lv’s Shopify store, and all outreach is handled through WhatsApp. A dedicated dashboard allows the team to monitor conversations, review pre-generated messages before sending if needed, and track key performance metrics throughout the campaign to see how it’s performing.

Results

The first outreach campaign focused on lapsed customers who had previously shown strong buying intent. Results within the first few weeks:

• 31% response rate of contacted customers
• 4% conversion rate from the outreach

This exceeds typical re-engagement benchmarks. In similar campaigns, especially via email, conversion rates often stay below 1%. With personalized conversations on WhatsApp, Zorro.lv reconnected with customers in a way that felt familiar and timely. The assistant has since been extended to active customers as well, supporting ongoing engagement and repeat orders without adding pressure to the team.

Conversational commerce works because there’s something undeniably compelling about a message that feels like someone noticed you were missing. The only thing left to do? Simply being ready when the customer is.

With the right data and message, even churned customers are open to restarting the conversation. Looking to build a similar experience for your store? Let’s converse about what conversational commerce could do for your business.

Share on: