Recovery Flow
A structured Post-Support Cross-Sell strategy using AI + Groupon Bucks.
1. Triggering the Recovery Flow
- Trigger: A support case is resolved (e.g., refund issued, merchant issue resolved).
- Input Signals:
- Sentiment score from conversation.
- Refund reason code.
- Lifetime value (LTV) and engagement frequency.
- Resolution time and effort.
2. AI-Powered Recovery & Re-Engagement Engine
| Component | Description |
|---|---|
| Sentiment Classifier | Detects if resolution was neutral/negative, regardless of refund issued |
| Personalization Layer | Matches user profile with similar, high-rated merchants/deals |
| Value Predictor | Assesses optimal Groupon Bucks amount needed to incentivize a re-purchase |
3. Tailored Incentive + Cross-Sell
- Offer: “We’re sorry this didn’t go as planned. Here’s $10 in Groupon Bucks to explore something new we think you’ll love.”
- Bundle:
- Deal recommendation based on:
- Category preference.
- Proximity (geo-targeted).
- Peer ratings.
- Visible “Verified Merchant” badge for trust.
- CTA: “Use your Bucks before [7-day expiry] on any of these handpicked experiences.”
4. Post-Recovery Measurement Loop
| Metric | Tracked Impact |
|---|---|
| Redemption Rate | % of Bucks offers leading to a new purchase |
| LTV Delta | Customer spend before vs. after intervention |
| NPS Lift | Did this turn a detractor into a promoter? |
| Merchant Rebooking | % of offers leading to a booking with new merchant |
Why This Works
- Turns a refund into a re-purchase opportunity
- Shows proactive care without requiring human outreach
- Strengthens merchant ecosystem via rediscovery
- Reduces churn by shifting focus from the problem to new value