Customer Communication & RetentionPurpose
1.2. Encourage repeat bookings for services by offering incentives, reminders, or new offers.
1.3. Enhance overall client retention rates and increase lifetime customer value using tailored communication channels.
1.4. Collect feedback or update client preferences to optimize future service offers.
1.5. Ensure time-efficient, personalized re-engagement at scale to minimize manual follow-up workload.
Trigger Conditions
2.2. CRM status marked as dormant, inactive, or past due on annual maintenance.
2.3. Scheduled timestamp based on last appointment date in the service database.
2.4. Customer feedback not received post-service within a defined timeframe.
2.5. Specific lifecycle events, like product warranty ending or past repair follow-up dates.
Platform Variants
3.1. Twilio (SMS)
• Feature/Setting: Messaging API — configure automated personalized SMS outreach, triggered by CRM inactivity.
• Sample: Set up keyword-reply flows and time-based triggers via Programmable Messaging.
3.2. SendGrid (Email)
• Feature/Setting: Marketing Campaigns API — design segmented, event-triggered win-back emails.
• Sample: Use recipient engagement filters and schedule automated drip email sequence.
3.3. HubSpot
• Feature/Setting: Workflows — trigger email/SMS/CRM tasks when client inactivity criteria met.
• Sample: Create workflow to move contacts into a "Reactivation" campaign.
3.4. Salesforce
• Feature/Setting: Process Builder — auto-send reactivation messages or create follow-up tasks.
• Sample: Trigger outgoing communications based on custom "Last Service Date" field logic.
3.5. ActiveCampaign
• Feature/Setting: Automations — deploy win-back series by segmenting lapsed client lists.
• Sample: Tag contacts as "Inactive" and enroll in rekindling campaign.
3.6. Mailchimp
• Feature/Setting: Customer Journeys — initiate sequences for clients not opening/engaging recently.
• Sample: Schedule emails based on "Last Open" or "Date Added" fields.
3.7. Zoho CRM
• Feature/Setting: Blueprint/Automation Rules — create pipeline stages for inactive customers.
• Sample: Blueprint transition triggers reminder email and activity task.
3.8. Intercom
• Feature/Setting: Series — automate win-back messaging (chat, email) when user inactive.
• Sample: Segment users last active > 6 months, send timed chat/email prompt.
3.9. Pipedrive
• Feature/Setting: Workflow Automation — auto-generate activities for account managers.
• Sample: Task created to call or email customer when deal stage = "Dormant."
3.10. Klaviyo
• Feature/Setting: Flows — setup "lapsed customer" triggers for personalized offers.
• Sample: Flow triggered if no purchase made within X days.
3.11. Customer.io
• Feature/Setting: Campaign Triggers — launch win-back series based on custom inactivity events.
• Sample: Event-triggered drip messaging based on attributes.
3.12. WhatsApp Business API
• Feature/Setting: Automated Message Templates — reactivation reminders sent on preferred channel.
• Sample: Scheduled templates for clients inactive > 6 months.
3.13. Gmail API
• Feature/Setting: Automated personalized email drafts for manual review or send.
• Sample: Scheduler to send reactivation reminders.
3.14. Facebook Messenger Platform
• Feature/Setting: Bots/APIs — auto-initiate chat sequences to prompt return bookings.
• Sample: Trigger “Win-back” flow for users last contacted > X months.
3.15. Freshdesk
• Feature/Setting: Automations — auto-create tickets for win-back follow-up.
• Sample: Rule checks ticket inactivity, sends win-back notification.
3.16. Marketo
• Feature/Setting: Smart Campaigns — reactivate by segmenting and targeting lapsed clients.
• Sample: Condition "Not Engaged in 180 Days" triggers win-back nurtures.
3.17. SMSAPI
• Feature/Setting: Scheduled SMS campaigns to dormant client groups.
• Sample: Upload list and configure inactivity-triggered dispatch.
3.18. Slack API
• Feature/Setting: Incoming webhooks — notify internal team about clients for personalized win-back.
• Sample: Push message when inactivity pattern matched.
3.19. Google Sheets API
• Feature/Setting: Track client inactivity, auto-update status, and trigger outreach via integrations.
• Sample: Script scans last service date, flags inactive rows.
3.20. Postmark
• Feature/Setting: Email Triggers — send win-back transactional emails upon inactivity detection.
• Sample: Activate template for specific user inactivity criteria.
3.21. Constant Contact
• Feature/Setting: Automated Re-engagement Email — configure time-based rules for lapsed subscribers.
• Sample: Setup workflow to send reminders at predefined intervals.
3.22. Microsoft Power Automate
• Feature/Setting: Flows — automate data checks and communication initiations for win-back.
• Sample: Flow detects inactivity in CRM, sends email via Outlook.
3.23. Zendesk
• Feature/Setting: Triggers and Automations — auto-send surveys or offers upon ticket inactivity.
• Sample: Custom automation notifies agent and emails client after inactivity.
3.24. SurveyMonkey API
• Feature/Setting: Post-service surveys to dormant customers for feedback and engagement.
• Sample: Automated send when lapse detected.
3.25. Shopify Flow
• Feature/Setting: Win-back workflow for clients with no orders over set period (for parts/ecommerce sales).
• Sample: Automated discounts or outreach triggered.
Benefits
4.2. Reduces manual staff follow-up effort and error.
4.3. Embeds personalization for higher response rates through multi-channel configuration.
4.4. Enables measurable, scalable, repeatable retention strategies for appliances repair business growth.
4.5. Provides actionable insights into client reasons for inactivity, informing future marketing or operations.