Multi-Channel Payment Recovery
Email alone recovers 35%. Add voice calls and the rate jumps to 55%. Multi-channel recovery ensures every customer is reached through their best channel.
Get StartedRezoki orchestrates payment recovery across multiple channels — AI-generated emails, AI voice calls, smart payment retries, and future SMS support — in a coordinated sequence. Instead of relying on a single channel, the system uses the right channel at the right time for each customer. Channels work together: a retry happens first, if it fails an email goes out, if that's ignored a voice call follows. The entire multi-channel sequence is automated and intelligent.
The Problem
Single-channel recovery leaves money on the table. Email-only dunning maxes out around 35% recovery because many customers never open the email. Retries alone miss the customers who need to take action (update card, re-authenticate). Voice calls alone are too expensive for every failed payment. The solution is combining channels into an intelligent sequence where each channel catches customers the previous one missed.
How It Works
Payment Failure Triggers Sequence
A failed payment initiates the multi-channel recovery sequence. The system determines the optimal channel order based on the customer segment and decline type.
Smart Retry First
For retryable declines, a smart retry is attempted immediately. If it succeeds, no customer-facing communication is needed — the quietest recovery path.
Email Outreach
If the retry fails, an AI-generated dunning email is sent with a payment update link. The email is timed for the customer's timezone and optimized for their segment.
Voice Call Escalation
If the customer doesn't respond to email within the configured window, an AI voice call reaches out. Voice calls are reserved for higher-value customers or persistent failures.
Coordinated Follow-Up
Each channel is aware of the others. If a voice call leaves a voicemail, the follow-up email references it. If an email is opened but not acted on, the next touchpoint addresses that. No channel operates in isolation.
Key Benefits
55%+ Recovery Rate
Multi-channel recovery achieves 55%+ overall recovery rates, compared to 35% for email-only and 20% for retry-only approaches.
Right Channel, Right Customer
Some customers respond to email. Others need a phone call. Multi-channel ensures every customer is reached through the channel most likely to drive action.
Coordinated, Not Chaotic
Channels are orchestrated, not random. Each touchpoint builds on the previous one, creating a coherent recovery experience rather than bombarding the customer.
Automatic Escalation
Lower-cost channels (retry, email) are used first. Higher-cost channels (voice) are reserved for cases where simpler methods haven't worked. This optimizes cost per recovery.
Real-World Use Cases
Scenario
A soft decline (insufficient funds) on a $49/month plan
Outcome
Smart retry is attempted at optimal timing. It succeeds on the second attempt. Customer never receives a dunning email — the quietest possible recovery.
Scenario
An expired card on a $199/month plan
Outcome
No retry (expired cards don't retry). Immediate email with card update link. Customer updates within 2 hours. One email, zero friction.
Scenario
A $499/month customer ignores 2 emails about a failed payment
Outcome
After email non-response, an AI voice call reaches the customer. The call explains the issue, sends a payment update link via SMS, and the customer resolves it during the call.
55%+
Multi-channel recovery rate
+57%
Vs. email-only
3
Channels coordinated
Related Features
Frequently Asked Questions
What channels does Rezoki support?+
Can I control which customers get voice calls?+
How do channels coordinate with each other?+
Does multi-channel recovery cost more?+
Can I turn off specific channels?+
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