Customer retention software for Shopify, orchestrated across every channel.
One ranked retention audience, routed across email, SMS, and paid retargeting through the providers your team already runs. Predicted churn timing, automatic cross-channel suppression, and personalized messaging that respects what each customer has already heard from your brand this week.
The problem
Most multichannel retention is multichannel in name only.
The standard Shopify retention stack has Klaviyo for email, Postscript for SMS, and a vague intention to coordinate the two. In practice they run independently. Each tool has its own segments, its own predictive scores, its own send calendar. The same customer gets pulled into a Klaviyo winback flow on Monday and a Postscript discount blast on Wednesday, and nobody owns the conversation between them.
The cost shows up two ways. First, unsubscribe rates climb because a customer who got the same offer twice in three days concludes you do not know who they are. Second, the lift you expected from adding the second channel never materializes, because the two channels are competing for the same audience attention instead of compounding.
Real multichannel campaign orchestration is one decision, executed across whichever channels make sense for that customer at that moment. RetentionLab is built to be that decision layer above your Shopify and ESP stack.
What you get
Three things that change the moment orchestration is centralized.
We do not replace your ESPs or your SMS provider. We sit one layer above them and decide who, when, and where, then push the audience and the content into the providers your team already owns.
One score, one decision, every channel
Every customer is scored once for churn risk and expected lifetime value, and that score drives every retention decision. Klaviyo, Postscript, and your paid retargeting all act on the same underlying ranking instead of their own separate ones.
No more cross-channel collision
When a customer is queued for an email send this week, they are automatically suppressed from the parallel SMS push for the same window, and vice versa. Conversations stay coherent across surfaces because suppression follows the customer, not the ESP.
Send on the customer's clock, not the calendar
Each customer has their own predicted reorder window and their own preferred channel. RetentionLab routes the next message inside that customer's window, on the channel they have historically responded to. Retention marketing automation, finally tuned to the individual.
How orchestration works
Predict. Orchestrate. Measure.
The full loop runs continuously in the background once your providers are connected. Lifecycle marketing campaigns stop being a weekly meeting and start being a system that improves on its own.
Score every customer, weekly
A churn model trained on your Shopify orders, ESP engagement, and subscription history scores every customer for risk of leaving and for expected lifetime value. The model retrains every Sunday so the rankings reflect last week, not last quarter.
Route ranked audiences to the right channel
The ranked audience pushes into your ESPs and SMS provider with channel mix tuned per customer. Suppression is applied across providers automatically, so a customer queued for email is held back from SMS for the same offer window.
Attribute recovered revenue, channel by channel
Every send is attributed against the originating audience and the channel that actually converted. You see which channel mix produces the most lift per customer segment, and the weekly retrain uses that signal to refine future routing.
Channel coverage
Your existing customer engagement platforms, orchestrated together.
RetentionLab pushes audiences and content into the providers your Shopify stack is already running. Your team keeps the content workflow they know inside each provider. We handle the audience, the timing, and the cross-channel suppression in the background.
Native segment push, automatic suppression, weekly refresh.
Audience and content sync through Omnisend campaigns and automation.
Tagged audience routing with cross-channel suppression honored.
Per-customer cadence rules with full SMS suppression across email sends.
Already deep into Klaviyo specifically? The Shopify + Klaviyo retention intelligence page goes deeper on the Klaviyo-only integration story.
What changes
What multichannel orchestration tends to move once it is live.
We report outcomes as ranges because every Shopify brand starts in a different place. The numbers below reflect what customer retention software with proper orchestration tends to compound into across a single full quarter of operation.
Cross-channel campaign lift
Combined email plus SMS sends to a coordinated audience versus running each provider independently against overlapping lists.
Suppression accuracy gain
Reduction in duplicate sends across email and SMS for the same customer in the same offer window versus a manually coordinated stack.
Time recovered on manual coordination
Hours your lifecycle marketing team gets back per week when the multichannel orchestration is automatic instead of a Slack thread between the email and SMS owners.
Customer retention software comparison
Orchestrated vs. siloed vs. DIY multichannel.
How a true orchestration layer compares against single-channel automation and a manually-coordinated multichannel stack. This is the structural decision most mid-market retention leaders are actually weighing.
| Capability | Single-channel automation | DIY multichannel | RetentionLab orchestration |
|---|---|---|---|
| Per-customer scoring across channels | Scoped to one provider | Re-built per ESP, drifts apart | One unified score, applied to every channel |
| Cross-channel suppression | Not relevant | Manual, often broken | Automatic, by customer record |
| Send timing | Calendar-triggered | Calendar-triggered | Predicted-churn-windowed, per customer |
| Channel mix tuned per customer | No | No, the same blast goes everywhere | Yes, channel selected by historical response |
| ESP and SMS provider coverage | One channel only | Whatever you can wire up | Klaviyo, Omnisend, Mailchimp, Postscript |
| Setup time | Days | Weeks | Hours, OAuth-based |
For the playbook on which specific retention tactics tend to drive the biggest lift on the orchestrated audience, see How to increase customer lifetime value: 12 tactics that actually work. The orchestration layer is the delivery mechanism. The tactics are what you put through it.
Common questions
Three questions lifecycle marketing leaders ask before they sign up.
How does multichannel orchestration actually prevent cross-channel collision?
Every customer gets a unified retention score in one place. When a campaign is routed to Klaviyo, the same customer is automatically suppressed from the parallel Postscript SMS audience for the same window, and vice versa. We track sends across every channel against the customer record, not the ESP, which is what makes the suppression work. Most DIY multichannel stacks break here because they treat each ESP as its own world.
Do you require us to switch ESPs or SMS providers to use this?
No. RetentionLab orchestrates across the tools you already pay for: Klaviyo, Omnisend, Mailchimp on the email side, Postscript on the SMS side. We push ranked retention audiences and campaign content into those providers using their APIs. Your team keeps approving content through the workflows your provider already gives you.
How is this different from a customer data platform (CDP)?
A CDP centralizes data and stops there. The marketer still has to design segments, decide cadence, and manually keep channels in sync. RetentionLab is closer to a retention decision engine: we score every customer for churn risk and expected lifetime value, decide who should receive what next, and route the campaign automatically to the right channel with the right suppression. Same underlying data discipline, but the output is an executed campaign instead of a dashboard.
Lifecycle marketing campaigns
Connect your providers. Run one orchestrated retention audience across all of them by next week.
Most mid-market Shopify brands connect their ESP, their SMS provider, and their store, complete enrichment, and ship the first orchestrated audience inside a single afternoon. Talk to us about your channel mix and we will tell you, candidly, whether orchestration earns its place yet.