Results
1,520
dormant clients worked, all with funds still in the account
34.7%
replied — 527 people who had not traded in three years
91
reasons for leaving identified and logged back to the team
10%
resumed trading
First month: 1,520 contacted, 527 replies, 21 back to trading. The 10% is where the cohort landed as commitments came due.
Overview
Thousands of Pepperstone clients still have money in their accounts and haven't placed a trade in years. We took one cohort — 1,520 clients who stopped trading around three years ago — and went in with a single question: why did you leave?
No new offer. No promotion. Just the question, and a real attempt to get an answer.
Goal
Reach every client in the cohort. Find out why they stopped trading and what would bring them back. Get a commitment on a return date — and get it on whichever channel they actually answer.
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 opens 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 first message already names their balance and the asset they traded most.
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
10% of the cohort resumed trading. 1,520 clients who hadn't placed a trade in three years, worked one at a time.
527 of them answered — 34.7%. Every reason for leaving went back to Pepperstone as structured data, not as a call note.
91 distinct reasons captured. Pepperstone now knows why this cohort left, which no reactivation campaign had ever told them.
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. A client who ignores the call still gets reached somewhere they read: 265 clients replied first by phone, after messages went unanswered.
Understanding the churn is only half the job. The agent works toward a concrete outcome: a commitment on when the client will start trading again. It doesn't stop at feedback. It asks for a date, and stays in the conversation until it has one.
This is one of several agents Pepperstone runs on Nexor. A separate one works clients who funded an account but never placed a first trade. 60.9% of them replied, and it cleared 25 specific blockers to get eight of them trading. A webinar agent achieved 4× the attendance rate compared with before Nexor.
Across every Pepperstone agent, first month
0.7%
of clients asked whether they were talking to an AI — 22 people out of 3,295
97.4%
of the assigned base actually contacted
29 min
median time for a client to reply