20% of dormant customers came back
A tour operator sitting on a large but cold customer base. We grew sales with zero ad budget — reactivating rejected leads through an AI agent in messengers.
Where we started
Over years of operating, the tour operator had built up a large customer base: some bought once and disappeared, others left a request but never reached payment. That base was just sitting there as dead weight.
Reps simply couldn't dial through thousands of old contacts by hand, and the entire ad budget went toward acquiring new leads. Meanwhile the cost of a new customer kept rising while a loyal audience got no attention at all.
Repeat sales depended on reps’ memory: whoever remembered a customer wrote to them. Rejected leads were never brought back after the first “no”, even though they already knew the brand and had once asked about trips themselves.
Before scaling ad spend, we proposed winning back the people who already knew the brand — cheaper and faster.
The pain points
- Thousands of contacts left untouched for months
- Rejected leads were never brought back into the funnel
- The whole budget went to new traffic only
- Reps couldn't keep up with calling the base by hand
- Repeat sales were never a system
What we built
Exported and segmented the dormant base: rejected leads, one-time buyers, long-lapsed customers
Wrote reactivation scripts for each segment, each with a relevant offer
Launched an AI agent on WhatsApp: warm conversation, trip selection, objection handling
Interested customers were booked straight onto a call with a rep by the agent
Consolidated analytics in Kommo: clear return on every segment of the base
How the solution works
The path of one dormant customer, from the first message to a deal. The AI agent runs the conversation, a rep closes the sale.
The agent writes first
A customer from the dormant base gets a WhatsApp message with an offer for their segment: one for rejected leads, another for long-lapsed customers.
It holds a warm conversation
It answers questions, picks a trip for the request and handles objections without rushing or pushing.
It books a call
Anyone interested is booked straight onto a call with a rep while the interest is still warm.
The rep closes the deal
The rep calls a customer who is already prepared: the conversation and interest are saved in the Kommo deal, nothing starts from scratch.
Returns are visible by segment
Replies and deals are collected in Kommo analytics, showing which segment and which offer brought back more customers.
The result in money
One in five dormant customers came back — from contacts that were already in the CRM and written off as lost.
A similar situation? We review your funnel in an hour and tell you what from this case you can repeat.
I want the sameTimeline and how we work
This is how we run every project. Step one is a free one-hour express audit: we look at your funnel and CRM data and show where leads get lost. Within another 3 hours you get a plan — what to do first, which integrations are needed and which metrics should move.
Then comes a pilot on your data, and launch takes from 7 days. Two weeks of support after launch are included. Metrics and the guarantee go into the contract: if we miss the targets, we keep working for free or refund the money.
In this project
- We worked only with people already in the base
- Scripts were written for each segment: rejected leads, one-time buyers, long-lapsed customers
- 5% of the rejected-leads base went on to buy
- Ad budget: $0
"We never believed an old base could deliver this much. The agent warmed up people we hadn't reached in years on its own — and brought in real, live requests."
What you can repeat
A similar result is realistic when your base holds people who already know the brand. How many come back depends on the base and the offer, so we set the metrics after the audit.
More: AI agents in messengers and CRM and sales automation.
- Your CRM holds rejected leads and one-time buyers nobody has contacted in a long time
- You have a reason to reach out: a new season, destinations or terms to build an offer for each segment
- You may message these contacts: they left a request or bought and agreed to receive messages
- Your reps are ready to pick up warm customers the agent books onto calls
Questions about a similar project
Tell us where leads get lost — Viktor runs the review personally
Describe your task in a couple of sentences. During business hours we reply within 20 minutes.
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