You used to shop with us most weeks. What changed?
O
Lapsed Customer Research
Interviewer agent · 1.1K uses
Interviewer Agent
Lapsed Shopper Win-Back Research
Before you size the win-back plan, find out how much of it is actually winnable. Recoverable and structural is the distinction that decides whether a repositioning works, and it has no equivalent in standard CX vocabulary. A visitor who moved to another city is gone. A visitor who stopped because the anchor closed may return if something replaces it. This conversation sorts them, honestly.
Visit frequency recovered
Unrecoverable spend eliminated
Capital sized to reality
Used 1,005+ times
What's inside this template
Start from this conversation and adapt it to your team — change any question, add your own logic, and connect the tools you already use.
Information it collects
What the visit used to be and how oftenWhat ended itWhat fills that role nowConcrete conditions for returningWhether those conditions are deliverableA recoverable or structural verdict with evidence
Questions it always asks
The core fields every response captures.
Always establish what the visit used to be before asking what ended it
Ask what concretely would have to happen for them to come back
How it adapts
Follow-ups that change based on what people say.
If the return condition is impossible, such as a closed brand or a past life stage, mark it structural
If the condition is deliverable, capture exactly what it would take
Where it routes people
Different paths for different answers.
Send the recoverable share and its conditions to marketing and leasing
Exclude structurally lost visitors from win-back spend entirely
Automations it can trigger
Actions that fire the moment a response comes in.
Post the recoverable versus structural split to #asset-management in Slack
Log the verdict against the visitor record in HubSpot
Suppress structurally lost contacts from future campaigns
SOC 2 Type II and ISO 27001:2022 certified. Responses are encrypted in transit and at rest, and you own your data. View our Trust Center.
How this AI agent works
The conversation reaches people who used to visit and have not in years. It reconstructs what the visit used to be, what ended it, and what fills that role now. It then tests return conditions concretely and judges whether each is something the property could plausibly deliver or is effectively impossible, such as a store that no longer exists anywhere or a life stage that has passed. The output is a winnable-versus-structural verdict per visitor with the evidence attached.
Getting started
- 1
Recruit long-lapsed visitors, typically two or more years since their last visit
- 2
Note that this study needs sample you bring, whether your own list or a panel you buy
- 3
Define what a plausible return condition looks like for your property
- 4
Size the win-back plan only against the recoverable share
Template Details
- Agent Type
- Interviewer
- Category
- Retail and e-commerce
- Business outcome
- Reduce churn
- Job to be done
- Interview customers & users
- Journey stage
- Retention
- Replaces
- 1:1 interviews
- Integrations
- Slack, Hubspot, Email
- Times Used
- 1,005+
Forms collect fields. Conversations capture context.
Static forms force complex situations into rigid dropdowns. Perspective captures structured data and the reasoning behind it — so your team makes better decisions, faster.
The static form
yoursite.com/intake
Category *
Select...
Details
Describe your situation...
Submit
Result:Category: "Other"|Details: "It's complicated"
No context. No follow-up. No next step.
- A multi-year decline curve tells you how much traffic has gone and nothing about how much could come back. Plans built against the historic peak set targets that were never achievable.
- Standard lapse surveys ask why people stopped and accept the answer, without testing whether the stated return condition is something the property could ever deliver.
- Recoverable and structural loss have no equivalent in standard CX vocabulary, so the distinction rarely appears in reporting even though it determines the entire business case.
The AI conversation
"Tell me more about the timeline — when did this start, and is there a deadline your team is working against?"
Extracted & structured automatically
Category
High-priority
Urgency
Deadline: 2 weeks
Sentiment
Frustrated but hopeful
Next step
Route to senior team
Triggered: Slack alert sent| CRM updated
Right team. Full context. Instant action.
- The conversation reconstructs what the visit used to be before asking what ended it, which is what makes the loss interpretable and the return condition realistic.
- It tests each stated return condition against deliverability, marking conditions like a brand that no longer trades anywhere or a life stage that has passed as structural rather than recording them as unmet demand.
- The output is a per-visitor verdict with the evidence attached, so the recoverable share is a number you can defend in an investment committee rather than an assumption.
What is lapsed shopper win-back research?
It is research with people who used to visit a property and have not for a long period, designed to establish how much of that lost traffic is genuinely recoverable. It is deliberately more skeptical than standard lapse research: rather than collecting reasons, it tests whether the conditions for return are things the property could plausibly deliver, and marks the rest as structural.
FAQ
Frequently Asked Questions
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