01 · CUSTOMER RECOVERY SPECIALISTS

Your customers did not
lose interest. The conversation
stopped too soon.

SecondTouch Studio builds AI-led, human-supervised recovery teams for high-intent leads who drop out of purchases, consultations, quote flows, and onboarding.

CUSTOMER ACTIVITY SMS · live
17:00 · CHECKOUT ABANDONED
Customer viewed pricing page · 2m 47s · did not purchase.
17:42 · NIKKI (AI)
Hi Jordan — I saw you were looking at our Spring course. Anything I can clear up before you decide?
17:44 · JORDAN
honestly, I'm not sure if the payment plan covers the full tuition.
OBJECTION DETECTED
pricing / payment-plan intent: high
CHECKOUT RECOVERY CONSULTATION RECOVERY QUOTE RECOVERY ONBOARDING RECOVERY APPLICATION RECOVERY AI-LED · HUMAN-SUPERVISED BUILT FOR HIGH-INTENT FUNNELS SECONDTOUCH.STUDIO CHECKOUT RECOVERY CONSULTATION RECOVERY QUOTE RECOVERY ONBOARDING RECOVERY APPLICATION RECOVERY AI-LED · HUMAN-SUPERVISED BUILT FOR HIGH-INTENT FUNNELS SECONDTOUCH.STUDIO
02 · The Problem

Most abandoned leads are not cold.
They are unresolved.

A customer clicks, reads, starts, qualifies, compares, hesitates — and disappears.

The old way

Most recovery flows treat that moment like forgetfulness — a discount, a reminder, a nudge.

SecondTouch

We treat it like an unresolved conversation.

03 · Approach

Recovery is not a reminder problem.
It is an unanswered-question problem.

The old way · reminder never asks why they paused
·01 "Still interested?"
·02 "You left something behind."
·03 "Complete your purchase now."
·04 "Use this promo code."
Result — discount-dependent, low recovery, brand fatigue.
The SecondTouch way · conversation asks, listens, resolves
step.01 Follow up while intent is still warm.
step.02 Ask what changed.
step.03 Identify the objection behind the dropoff.
step.04 Answer from approved messaging.
step.05 Escalate to a human when needed.
step.06 Customer recovered.
04 · Meet Nikki

Nikki starts the second conversation.

She asks what stopped the customer, answers from approved messaging, and brings in a human recovery specialist when judgment matters.

Channel SMS · iMessage
Cadence Within 60 minutes of abandonment
Knowledge Your approved messaging
Escalation Live specialist with context
LIVE THREAD · CHECKOUT-RECOVERY resolved
NIKKI · AI
Hey Jordan — I noticed you started the Spring cohort application yesterday. Anything I can help clarify?
JORDAN
i am confused about the payment plan. is the first installment refundable?
NIKKI · AI
Yes — the first installment is fully refundable for 14 days after enrollment. POLICY · REFUNDS-V3
NIKKI · AI
I can also have our enrollment lead give you a call to walk through the timeline. Want me to set up a time?
JORDAN
yeah that would help, thanks. I'm available now.
SYSTEM
Escalated to Maya · Enrollment Specialist. Context handed off with full thread + objection tags.
05 · Product

AI where speed matters.
Humans where trust matters.

AI gives every warm lead a timely, patient response. Human recovery specialists step in when the conversation requires nuance, trust, or judgment.

Capability
Your own human customer support team
SecondTouch: Nikki + Human recovery specialist
Response time
Only working hours
Within minutes, every hour of day
Conversation depth
Variable across human representatives
Identifies objection, answers from approved messaging
Scale
Cost constrains scale
Every warm lead, every channel
Knowledge source
Variable across human representatives
Your playbook, policies and past corrections
Cost shape
High fixed cost
Shared human team enables low cost
06 · Use Cases

Five drop-off points.
One second conversation.

USE.01 / CHK
Checkout recovery
Recover customers who pause before payment.
USE.02 / CON
Consultation recovery
Bring prospects back to booked appointments.
USE.03 / QTE
Quote recovery
Follow up after pricing, eligibility, or coverage flows.
USE.04 / ONB
Onboarding recovery
Re-engage users before activation is lost.
USE.05 / APP
Application recovery
Bring stalled applications back to completion.

Extensible to any high-intent funnel.

07 · Start the second conversation

Recover revenue
from the conversations that stopped
too soon.

We'll identify one high-intent dropoff point, design the recovery flow, deploy Nikki with human supervision, and measure how many leads return.

Start your second conversations →

Schedule a call to test this with your business

01
Identify
One high-intent dropoff point.
02
Design
The recovery flow, mapped to your funnel.
03
Deploy
Nikki, with human supervision.
04
Measure
How many leads return.