How Oakberry Drove a 35% Lift in Retention and 3.7x ROI by Automating Guest Recovery with RecoveryAI

Complaints arrived by email and were split among Oakberry's digital lead, district managers and operations managers. Each case took 15 to 20 minutes, up to an hour for district managers on the road, and about two business days to resolve. To make sure guests came back, the team usually refunded the whole order, often $25 to $30.

When a guest gives a digital order a thumbs-down, RecoveryAI responds right away, finds out what went wrong and offers a make-good within limits Oakberry sets. Cases that need a person go to a manager, who sees the full case and the guest's history on one screen. Oakberry approved the pilot in days and tested it in randomly chosen company-owned stores in its three largest markets.

After tuning its reward limits in the first weeks, Oakberry has RecoveryAI typically offer $3 to $5 off or a free açaí bowl instead of a full refund. Recovered guests' return purchases have generated 3.7x what RecoveryAI cost.

RecoveryAI has resolved 96% of cases on its own, without a manager stepping in. Fewer complaints reach the team's inboxes, and guests who had a bad experience now come back as often as guests who had a good one.