For supplement stores with one-time buyers
Turn first orders into reorders with flows timed to your dose
Most supplement stores we look at have a welcome email and nothing after it. Customers buy once, run out and never hear from you at the moment they'd reorder. Retention Engine rebuilds your Klaviyo flows end to end, adds SMS where email is too slow, sets up a loyalty program that rewards reorders and builds winback sequences for buyers who have lapsed.
What you get
What’s included
Klaviyo flows rebuilt end to end
Welcome, browse and cart recovery, post-purchase and reorder flows, rebuilt around your products and how long each one lasts.
Post-purchase education
Emails on dose, timing and what to expect in the first weeks, written within what your label supports, so the "is this working?" doubt doesn't turn into silent churn.
SMS where email is too slow
Text messages for the few moments where timing matters, like a reorder reminder as supply runs low, sent only to customers who opted in.
Loyalty program that rewards reorders
Points tied to repeat purchases, so the second and third order carry a reason to come back to your store.
Winback sequences
Sequences for lapsed buyers and cancelled subscribers, timed from when their last bottle would have run out.
A good fit if
- You pay full acquisition cost for most orders because buyers rarely come back on their own.
- Klaviyo is installed, but the only live flow is a welcome email.
- Your reorder reminder goes out on a 30-day timer whatever the customer bought.
- Customers from six months ago haven't heard from you since their order shipped.
Not included
- Writing and sending your regular campaigns and newsletters. That's our email and retention retainer.
- Building or redesigning the store. If you don't have one yet, start with Store Launch.
- Klaviyo, SMS sending and app fees, which you pay directly.
- New health claims. Emails use the substantiated claims you already have.
- Paid ads to grow the list.
How it runs
From kickoff to handover
- Step 1
Audit
We review your current flows, list, signup forms and order data, and work out each product's reorder window from its dose and pack size.
- Step 2
Flow plan and copy
We plan the full flow set, decide which moments belong to email and which to SMS, and write every message for your review.
- Step 3
Build
We build the flows in Klaviyo, set up SMS and the loyalty program, and connect them to your store's order data.
- Step 4
Test and switch on
We test triggers, timing and segments with test profiles, switch the flows on and hand over a short guide to what each one does.
Questions
Questions about Retention Engine
We already have Klaviyo. What would change?
If your flows stop at a welcome email, quite a lot. We keep anything that performs, rebuild the rest and add what's missing, which is usually browse and cart recovery, post-purchase education, reorder timing and winback.
Why time reminders to the product instead of every 30 days?
A 60-capsule bottle at one capsule a day lasts two months. A 30-day reminder reaches that customer with half a bottle left and teaches them to ignore your emails. We time each reminder from the dose and pack size of what they bought.
Will the emails make health claims?
No new ones. Education emails cover how and when to take the product and what to expect, using only what your label and evidence support. If your existing copy leans on risky wording, our trust and claims messaging review can flag it before we start.
Do we need SMS?
For a handful of moments. SMS works where timing matters, like a reorder reminder as supply runs low. Everything else stays in email, and you only text customers who opted in.
Does this work if we only sell on Amazon?
No. Retention Engine needs your own store and customer list, and Amazon doesn't give you buyers' email addresses. Store Launch comes first.
What happens once the flows are live?
They keep running without us. If you want campaigns, testing and flow tuning to continue, brands usually move onto our email and retention retainer.
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Work with us
Ready to start Retention Engine?
Tell us about your business. We'll confirm the scope and send you a start date.