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Charlotte — Pixar-style AI customer retention pilot portrait
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Charlotte

Customer Retention

Brings past customers back. Seasonal reactivation, loyalty thank-yous, and recurring-service reminders, each one written from the customer's actual history.

What Charlotte does

Charlotte owns the past-customer database that most service businesses forget about. Every quarter she reaches out to your eligible past customers with a personal reactivation message that references their actual last service, not a template. She also runs loyalty thank-yous for your repeat regulars and natural-recurrence reminders for trades with built-in cadence (HVAC tune-ups, dental cleanings, pest control). Charlotte never spams. She has a built-in cooldown lock so the same customer never hears from her twice in 80 days, and a max-nudges lifetime cap so loyal customers don't get burned out.

Capabilities

Built to do this every day.

01

Reads each customer's history before writing

Before Charlotte drafts a single message, she pulls the contact's last service, last conversation, and tags. The result: 'Hey Tom, it's been about a year since we replaced your dishwasher. Want me to send a tech to give the kitchen a quick check before winter?' Not 'Hi {first_name}.'

02

Quarterly seasonal campaigns

Spring tune-ups, summer maintenance, fall prep, winter check-ins. Charlotte fires one well-timed message per quarter, customized to your trade and your customer's history. 4 campaigns a year, never more.

03

Loyalty thank-yous at the right milestones

When a customer hits 3, 5, or 10 jobs with you, Charlotte sends a personal thank-you with an optional reward (discount, priority slot, branded gift). The message references your actual relationship, not a generic 'Thanks for being a customer.'

04

Natural-recurrence reminders

For trades with built-in cadence (HVAC annual tune-up, dental 6-month cleaning, pest control quarterly), Charlotte tracks when the next service is due and sends the reminder at the right moment. She suggests a calendar slot, not just 'time for your tune-up.'

05

Built-in 80-day cooldown

The same customer never hears from Charlotte twice in 80 days. She tracks last_nudged_at in a custom field. If a campaign would violate the cooldown, she skips that contact silently.

06

Lifetime cap so loyal customers aren't spammed

Charlotte caps at 8 lifetime nudges per contact (configurable). Once a contact's been nudged 8 times, she stops reaching out unless they opt back in. Your best customers don't get burned out.

In the field

Real scenarios.

March 1 spring campaign for past plumbing customers

It's March 1. Charlotte's Q1 campaign trigger fires. She's looking at 247 contacts tagged past-customer who haven't been nudged in 80 days.

Charlotte reads each contact's last job, drafts a personal SMS or email referencing it, and sends in batches over 3 days to avoid delivery flagging. 41 customers reply. Of those, 22 book a spring tune-up. Charlotte tags each booked customer 'charlotte-resurrected' and SMS's you the wins.

"Hey Sarah, it's been about 14 months since we put in your tankless heater. Spring's a smart time to flush it and check the connectors. Want me to send Mike out for a 30-min tune-up next week? $89 covers it."

5th-job loyalty thank-you

Tom just had his 5th job done with you (a sump pump replacement). The opportunity moves to Won.

Charlotte detects the milestone via opportunity-count, drafts a personal thank-you referencing the 5 jobs across the years, and offers a $50 credit toward his next service. The credit is a custom field on his contact so you can honor it next time he books.

"Tom — sump pump is job #5 we've done together since 2022. That's a real thank-you. We just dropped a $50 credit on your account, no expiration. We appreciate you sticking with us."

HVAC annual reminder

Linda had her HVAC tune-up on April 12 last year. It's now April 1 this year.

Charlotte sees the natural-recurrence cadence (annual), pulls Linda's last appointment notes, and drafts a reminder offering 3 specific dates from your calendar. Linda picks one. Charlotte books it on your calendar and creates the opportunity.

What you'll connect

Integrations

Required connections need to be wired before Charlotte can fly. We'll guide you through every one during onboarding.

  • ✓

    Phone line for SMS

    Same line Mia/Sophia use

  • ✓

    Gmail or our platform native email

    For longer-form seasonal messages

  • ✓

    Past customer database

    Tagged past-customer with last_service_date + last_service_type

  • ✓

    Seasonal calendar config

    What's a Q1 service for you? Q2? Q3? Q4?

  • +

    Your calendar Optional

    So Charlotte can offer real slots in recurrence reminders

  • +

    Owner phone for win alerts Optional

    For 'Charlotte resurrected Sarah' notifications

What gets deployed

Inside the build

When your estimate is accepted, our system automatically deploys these artifacts to your Wingman dashboard. No copy-paste, no manual setup.

  • 4 quarterly seasonal campaign workflows (Q1/Q2/Q3/Q4) with native our platform waits + branches
  • Eligibility tagger workflow (daily 2 AM cron) that maintains the charlotte-active audience
  • Four automation handlers (reactivation_draft, classify_reply, loyalty_offer_draft, recurring_reminder_draft)
  • Cool-down lock workflow (anti-spam guard on 80-day window)
  • Opt-out enforcement workflow (STOP → do-not-contact + remove charlotte-active)
  • Resurrected tagger workflow (on customer tag added post-Charlotte → tag + SMS owner)
  • Loyalty milestone trigger workflow (3rd, 5th, 10th job thresholds configurable)
  • Natural-recurrence reminder workflow for trades with cadence
  • Custom fields: charlotte_last_nudged_at, charlotte_total_nudges, charlotte_resurrected
  • Tags: past-customer, charlotte-active, charlotte-resurrected, do-not-contact

Ideal for

Any service business with a database of past customers gathering dust. Especially trades with natural recurrence (HVAC, plumbing maintenance, pest control, dental) or seasonal cadence (landscaping, gutters, pool service).

FAQ

Common questions.

How is Charlotte different from a normal email blast? +

An email blast sends the same templated message to everyone. Charlotte writes a fresh message per contact referencing their actual last service, your actual relationship, and the actual season. The reply rates are usually 5x to 10x higher because the message reads like a real text from a real person.

Will Charlotte spam my customers? +

No, by design. There's an 80-day cooldown so the same contact never gets two messages inside that window, and a lifetime cap (default 8 nudges) so even your most-engaged customers aren't worn out. You can tighten either knob.

What if a customer replies STOP? +

Charlotte adds the do-not-contact tag, removes the charlotte-active tag, and exits silently. No further messages will go out from Charlotte or any other Wingman. The opt-out is honored permanently and across channels.

Does Charlotte work for trades without natural recurrence? +

Yes. For one-off trades (remodelers, roofers, fence installers), Charlotte runs the quarterly seasonal campaigns instead. The reactivation language shifts from 'time for your annual' to 'spring's a good time to think about that deck repair we talked about.'

How do I see what Charlotte's about to send? +

Every campaign has a preview window in your Hangar dashboard. You can approve the whole batch, edit individual drafts, or kill the campaign. After the first quarter most owners trust the preview and let it run on autopilot.

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Ready to hire Charlotte?

Tell us about your business and we'll send a tailored proposal with Charlotte configured for your industry — within one business day.

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