WinbackEngine is a machine learning-backed AI tool that helps you communicate with your canceled subscribers at the optimal time, eliminating manual A/B testing or guesswork.
Before Setting Up WinbackEngine
First things first! Please make sure that you have set up your Klaviyo x Stay integration. For instructions and details, please see this help article.
How Do I Set Up WinbackEngine?
Once you have successfully set up Stay's Klaviyo integration, you're ready to get started with WinbackEngine. The first part of setting up the WinbackEngine is a quick and easy set of clicks in the Stay AI merchant portal.
1. Open Stay AI from your Shopify store.
2. Navigate to the Optimization section of the app.
3. Click WinbackEngine.
3. In the provided fields, set a range of time delays.
This will be the starting point for our machine-learning model to test and hone in on the optimal time delay within your set range.
Important Tip!
Based on your store's reactivation data, default inputs will be provided for the two required time delays.
If you are a newly migrated store, please ensure you set your own time delay range, overriding any default values.
4. Click the Enable WinbackEngine toggle switch.
5. Click Save.
PLEASE NOTE
You must click Save for the Retextion - Winback Ready metric to populate in your Klaviyo account automatically. You can click Save from either the enabled or disabled state, to populate the metric in Klaviyo, if you are not ready to enable the engine.
Once you click Save, you should see the metric Retextion - Winback Ready in your Klaviyo account under Analytics > Metrics. It should also be available as an API metric to use as a flow trigger.
You've now completed the in-app set-up of the WinbackEngine. You're now ready to create your Winback flow in your Klaviyo account.
How Do I Create a Winback Flow in Klaviyo?
To create the Winback flow in your Klaviyo account, you have two options: use Stay's premade winback flow template or create the winback flow yourself.
1. If you use the pre-created Winback flow template, your CSM or OM can copy it into your Klaviyo account from Stay's Klaviyo account.
PLEASE NOTE
If you choose this option, please grant your CSM or OM manager-level access to your Klaviyo account.
2. Create the Winback Flow yourself using the metric Retextion - Winback Ready as the flow trigger.
IMPORTANT NOTE
You must use the Reactivation quick action made specifically for Winback in Stay AI's URL Builder. This can be found in the Stay AI merchant portal under Tools > URL Builder.
When you select Reactivate Subscription or Reactivate Subscription and Apply Discount, you will be prompted to click the checkbox next to Winback under Required Information. This will allow our system to track and attribute reactivations to the WinbackEngine so you can measure its effectiveness and success.
You can add person filters to the flow to ensure that the user entering the Winback flow is a true canceled subscriber with zero active subscriptions.
Properties about someone > Shopify Tags contain Inactive Subscriber
OR
Properties about someone > stay_Inactive is true
These person filters are already in the pre-created Stay Winback flow, should you choose option 1.
Next Steps
If you need more information on creating Klaviyo flows using Stay AI metrics, please follow the documentation outlined here.
FAQs:
Do I need Klaviyo to use WinbackEngine or can I be on a different ESP?
At this time, WinbackEngine is only compatible with Klaviyo. You must first have a Klaviyo account that is integrated with your Stay AI account before you can set up your WinbackEngine and pass the Winback Ready metric to your Klaviyo account.
What are the default values in the time delay range?
The default values in the time delay range are based on the store's reactivation data.
What if my store is newly migrated?
If the store is newly migrated, ensure the time delay range is set manually and does not use the default values, unless the default values are what you prefer, as historical data is not ported over or considered.
Is there a recommended time delay range?
This will vary based on your brand, product lifecycle, etc. The industry standard is typically around 30-90 days.
How does the machine learning optimize the time delay range?
The machine learning model tests the range of days set in the time delay range and optimizes based on reactivation success rate via the Quick Action.
What are some recommended customizations that the merchant can make to their Winback flow in Klaviyo?
They can add “person filters” to the flow to ensure that the user entering the Winback flow is a true canceled subscriber with zero active subscriptions.
Properties about someone > Shopify Tags contain Inactive Subscriber
OR
Properties about someone > stay_Inactive is true
Note that these person filters are already in the Stay Winback flow template. To use this template, contact your CSM to copy it over to your Klaviyo account.
Does Revenue Saved for WinbackEngine include all of their orders since they reactivated?
No, Revenue Saved is the value of the subscription at the time of reactivation.
Does WinbackEngine take into account if a customer has more than one subscription and others are still Active?
Yes, it only considers the last active subscription being canceled on the subscription, so the customer must only have cancelled subscriptions (no active, no paused).
Will Winback Ready be triggered for all canceled subscriptions or only subscriptions that have been canceled since the WinbackEngine has been set up?
For now, the Winback will only be triggered since the merchant set it up.