Save more skips with playbooks

When a customer tries to skip a delivery, Gro can now step in with a retention playbook, just like it already does for cancellations and pauses. The big unlock is that the journey is tailored to the reason the customer gives, so you can meet each one with the offer most likely to keep the delivery.

Ways to use it

• Too expensive this month? Offer a discount to keep the delivery instead of skipping.
• Going on holiday? Offer a longer skip, or let them move the delivery to a date that suits them.
• Too much product? Offer a change to a less frequent cadence so it stops piling up.
• Just need a short break? Give them a choice of skip lengths, say one week, two weeks, or a month, and let them pick.

How it works

Build a playbook, set its intent to Skip, and attach it to a skip reason. When a customer picks that reason, Gro runs the playbook: accepting an offer keeps the delivery, and if they decline everything the normal skip still goes ahead. Reasons without a playbook attached behave exactly as before.

You stay in control of the offers, the order they appear in, and which reason triggers which journey. Every skip reason is still recorded for your reporting, so you can see which reasons drive skips and which offers win them back.