Australia's leading FX and CFD broker, moving over $5B in trading volume a year
Recovering 10% of churned users from 3 years ago
Overview
Pepperstone holds a large list of clients who still have funds sitting in their accounts and who used to trade actively, but have since gone quiet and stopped trading altogether. For this project we took one specific cohort of those clients who dropped off around three years ago, with a single question in mind: why did they leave? There was no new offer or promotion on the table. Pepperstone also runs separate agents that reactivate clients who deposited but never placed a first trade within their last 30 days.
Goal
Reach a cohort of long dormant clients who still had funds in the account, understand why they stopped trading and what would bring them back, and get a verbal commitment on when they plan to return, all across call, WhatsApp and email.
How it runs
Reach clients who still hold funds but went quiet
Ask why they stopped and what would bring them back
Get a verbal commitment on when they will return
Personalized from the first word
The agent walks in already knowing the client
Every client record carries metadata: the account balance, the last time they traded, and the asset class they traded most. The agent reads it before it says a word, so the opening line already knows how much is in the account and what the client actually likes to trade.
Client record
Account balance
$12,480
Last traded
3 years ago
Favorite asset
Gold
The agent, in the client's chatHi James, I can see $12,480 still sitting in your Pepperstone account, and that gold was always your go to. Your last trade was 3 years ago. What made you step away?
Outcomes
Recovered 10% of a churned cohort that had gone quiet three years earlier.
Every client is heard out, with the real reason they stopped trading captured for the team.
Verbal commitments on a return date, secured on call, WhatsApp or email.
The agent reaches clients who still have money in the account but stopped trading. Instead of pitching anything, it asks the questions that actually matter: why they stopped, what changed for them, and what it would take to bring them back. Every answer is captured, so Pepperstone finally learns the real reasons behind the churn.
The conversation runs across call, WhatsApp and email, meeting each client on whatever channel they respond on. Someone who lets a call go unanswered still gets reached where they read.
Understanding the churn is only half the job. The agent works toward a concrete outcome: a verbal commitment on when the client will start trading again. It does not just collect feedback, it asks for a date and gets the client to say it out loud.
This is one of several agents Pepperstone runs on Nexor. A separate one activates clients who deposited but never placed a first trade within their last 30 days, reaching them while the intent is still fresh.