A batch of one of your newly introduced products was defective. You want to identify which customers were affected and directly reach out to them as part of your win-back strategy to keep their business. The problem was finding which customers were affected and how to contact them. An additional layer of difficulty was that the various ways customers responded to the issue differed. Some cases are located on your helpdesk, while some data are on your returns platform. There were even cases of customers complaining about the product online but never filling out a support request.
Shopify: product SKU, customer name, email,
Gorgias: Ticket tag, ticket text
Yotpo: Negative Sentiment Score
Returnly / Loop: Reason Code
By filtering by the SKU of the affected product, you can quickly identify the relevant cases across your tech stack. In Returnly, you found 241 cases of customers who brought the affected product and marked with the return code of "defective product." From the Gorgias integration, you then found 98 more cases through matching product SKU to ticket tags. The exact process occurred with Yotpo. You identified the reviews with a Negative Sentiment Score that affected SKU, finding 21 more unique cases. After getting this list of affected customers, the marketing team quickly put this group into a win-back funnel. Affected customers were given a refund for their order and a discount code for a future purchase. Thanks to the speed of the response, the win-back campaign was successful, preserving a majority of customers from churning.
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