Subscriptions and memberships
Keep people on the programme: check in at the moments people usually cancel, answer the doubt behind it, and flag the ones a person should call.
//Coaches
Selling is a moment. Keeping someone is a habit.
A coach is the second kind of agent in ConvoSell. Where a sales agent answers what is in front of it, a coach carries a relationship forward: it knows where each member is in their journey, decides who is due a word and who should be left alone, and records what the touch actually changed.
//01How a coach works
Journey
You describe the path a member is meant to walk, in your words: the stages, what good looks like at each one, and how long a period is. The coach works that path rather than a campaign calendar.
Stage and streak
Every member has a stage, a streak and a record of what they have completed. The coach knows who is progressing, who stalled and who quietly stopped.
Eligibility
A touch only goes out when it is due and welcome. Quiet periods, recent replies, opt-downs and the last contact date all decide whether the coach speaks or waits.
The touch
A real message on the channel that member reads, referencing where they actually are, not a template with their first name pasted in.
Outcome
Replies, progress and drop-off are recorded as outcome events, so you can see which touches keep people and which just annoy them.
//01bA journey, one member at a time
Week 1 · Settling in
First use confirmed, questions answered, nothing pushed.
Week 3 · Building the habit
A short note only if the streak slipped.
Week 6 · Due a word
Eligible for a touch, sent on the member's channel.
Week 8 · Outcome recorded
Reordered, paused, or asked to be left alone.
A member who asks for quiet is marked down and left alone. Every touch and every result is recorded, so the coach is judged on outcomes, not on messages sent.
//02Where a coach earns its place
Programmes with a path
Coaching, training, nutrition, therapy adjacent programmes where the value is in finishing. The coach follows the individual, not a broadcast list.
Replenishment and repeat purchase
Reach out when the last order is running out, with what they actually bought, rather than a discount at a random interval.
Winback
A member who went quiet gets one honest message at the right time, and a clean opt-out if the answer is no.
//02bHow a coach gets better
- 01
A reply you did not like
Point at the exact message, in any conversation.
- 02
Your feedback
Say what was wrong in your own words. No prompt writing.
- 03
A proposed change
Instructions, guidelines and guardrails, with confidence and risk.
- 04
Your review
Apply all of it, part of it, or none. Risky loosening needs approval.
- 05
A new version
Saved, audited, testable in the simulator, and reversible.
The new version feeds the next reply, and the loop starts again
//03Kept on a short leash
You write the rules
Stages, cadence, quiet hours, how many touches before it backs off, and what it is never allowed to promise.
It hands over
Cancellation risk, an upset member or anything outside the rules goes to the human desk with a brief and the history attached.
Rehearse first
Talk to a coach yourself against a real member's context before it is live, and coach it on what it got wrong.
Every touch logged
What was sent, why it was eligible, what came back, and what it changed. Retention becomes a number you can inspect.