At-Risk Customers & One-Click Win-Backs
See customers at risk of churning on your dashboard and send a one-click win-back email (template on Growth, AI-personalised on Scale).
At-Risk Customers & One-Click Win-Backs
Keep your loyal customers coming back by identifying those who might be drifting away and quickly sending them a friendly reminder.
What you'll learn
- How to spot customers who are at risk of not ordering again.
- How to send a quick win-back email to re-engage them.
- How BakeOnyx personalizes win-back messages based on your subscription tier.
Understanding At-Risk Customers
It's much easier and cheaper to keep a customer you already have than to find a brand new one. BakeOnyx helps you identify customers who haven't ordered in a while and might be thinking of going elsewhere. We predict this based on how long it's been since their last order and how often they usually order.
You'll find this information in a few key places:
- Dashboard Card: A special card on your main dashboard will show you up to 5 customers who are most at risk. It'll tell you how many days it's been since their last order, their total number of orders, and their favorite item.
- Weekly Digest: You'll get a summary in your weekly email highlighting customers at risk.
- Morning Briefing: A small alert badge in your morning briefing will link you directly to the list of at-risk customers.
Sending a Win-Back Email
When you see a customer on the "At-Risk" list, you can quickly send them a message to encourage them to come back. The process is simple and designed to be fast:
- Navigate to your Dashboard.
- Locate the "At-Risk Customers" card.
- Find the customer you wish to contact.
- Click the Send win-back button next to their name.
Personalized Win-Back Messages
What your customer receives depends on your BakeOnyx subscription tier:
- Growth Tier: Customers will receive a friendly, straightforward message like: "Hi {firstName}, it's been a while — we miss you. Reply and let us know what we can make for you."
- Scale Tier: Our AI will create a more personalized message. It will look at their past orders and favorite items to craft a message that feels unique to them, encouraging them to return. Even if the AI has trouble, it will fall back to the standard template, so you'll always have a message sent.
Managing Win-Back Settings
You have control over whether these at-risk alerts are active for your bakery.
- Go to your bakery's Settings.
- Look for the At-Risk Alerts toggle.
- Ensure the toggle is turned On to see the dashboard card, receive weekly digests, and enable the win-back email feature. If it's off, these features will be hidden.
Next steps
The summary, FAQ, and statistics in this section were compiled from public sources and reviewed by the BakeOnyx editorial team. AI-assisted research.
Frequently Asked Questions
How does BakeOnyx predict which customers are at risk of churning?▾
BakeOnyx calculates a churn risk score for each customer by comparing their days since the last order against their typical ordering frequency. For instance, a customer who usually orders bi-weekly but hasn't ordered in six weeks would be flagged. Conversely, an occasional customer wouldn't be flagged for the same gap, ensuring accuracy in identifying true churn risk.
What is the 'one-click win-back' feature and how does it work?▾
The one-click win-back feature, available on BakeOnyx's Growth+ tiers, allows bakers to send a re-engagement email to at-risk customers with a single click. Depending on the tier, this email can be a simple, friendly template or an AI-generated personalized message incorporating the customer's past order details and preferences, aiming to encourage their return.
Are there any limitations on sending win-back emails?▾
Yes, BakeOnyx implements a 7-day lockout period after a win-back email is sent to a customer. This prevents accidental duplicate sends if a button is clicked multiple times or from different access points. Additionally, win-backs won't send if the bakery isn't on a qualifying tier, the customer has no email on file, is inactive, or has opted out of communications.
Where can I see the list of customers at risk of churning?▾
At-risk customers are visible in three key areas within BakeOnyx. You'll find a dashboard card displaying up to five customers, a section in your Monday weekly digest highlighting the top three, and an amber badge in Bake Buddy's morning briefing. All these locations link directly to the dashboard for easy access to send win-back emails.
How is the win-back email personalized for different tiers?▾
For the Growth tier, BakeOnyx sends a friendly, short template that expresses missing the customer. For the Scale tier, Claude (Haiku 4.5) generates a personalized message. This AI-driven outreach considers the customer's favorite items, usual order day, and tenure, often including a tailored call-to-action based on their patterns.