Customer Relationship & Support AutomationPurpose
1.2. Deliver channel-appropriate messages (email, SMS, WhatsApp, etc.) offering exclusive discounts, reminders, or service tips to encourage interaction from inactive wholesale buyers in the home appliance parts segment.
1.3. Segment messaging based on purchase history, inactivity duration, product category, and buyer role (individual contractor, retailer, etc.).
1.4. Sync updated engagement statuses with CRM and support records for holistic customer relationship management and analytics.
Trigger Conditions
2.2. Customer status = Active in system, no support case in past 60 days, no recent web/email engagement.
2.3. E-commerce platform flags abandoned cart or wishlist with no checkout after 14 days.
2.4. Manual tagging of upsell/cross-sell opportunity by sales or support staff.
Platform Variants
3.1. Twilio SMS
• Feature/Setting: Programmable Messaging API; POST /Messages endpoint for automated SMS re-engagement.
• Sample: Configure trigger to fire when user inactivity threshold is detected in ERP via Zapier/Flows; map message body to include customer first name and personalized discount code.
3.2. SendGrid
• Feature/Setting: Marketing Campaigns API; PUT /campaigns for personalized email reactivation workflows.
• Sample: Configure automation to insert product recommendations and next-step CTA in email template when triggered by CRM event.
3.3. Mailchimp
• Feature/Setting: Customer Journeys; “Delay by X days” trigger, merge tags for inactivity window.
• Sample: Segment list by last purchase date, trigger personalized series with coupon and product images.
3.4. HubSpot
• Feature/Setting: Workflows; “Contact property date” filter for last order, reactivation workflow sends custom message.
• Sample: Invoke after new inactivity detection, update CRM deal stage to ‘At risk’ and send re-engagement email + create task for follow-up call.
3.5. Salesforce
• Feature/Setting: Process Builder/Flows; Time-based workflow on ‘Last Order Date’ field.
• Sample: Configure action for SMS via integrated SMS provider or email template assignment to contact.
3.6. WhatsApp Business API
• Feature/Setting: /messages endpoint for template-based outbound campaigns to inactive contacts.
• Sample: Auto-fill buyer name and last-purchased category, send with pre-approved reactivation template.
3.7. ActiveCampaign
• Feature/Setting: Automations; “Has not purchased in X days” trigger, Automated Email/SMS.
• Sample: Segment by product SKU, auto-send reminders.
3.8. Shopify
• Feature/Setting: Flow App; Scheduled workflow using ‘Customer inactivity’ trigger.
• Sample: Integrate with SMS/email app for targeted messages based on browsing abandonment.
3.9. Klaviyo
• Feature/Setting: Flow trigger: Placed Order Zero in X days, dynamic content blocks for recommended parts.
• Sample: Trigger multiple channels, measure responses to optimize outreach.
3.10. Zoho CRM
• Feature/Setting: Workflow Rules; custom field Last Purchase Date, schedule email/SMS via Zoho Campaigns or third-party integration.
• Sample: Resend campaign following buyer’s non-response.
3.11. Intercom
• Feature/Setting: Series; time or behavior triggers to send chat/email reactivation nudge.
• Sample: Send automated message through web chat based on inactivity signal from backend.
3.12. Marketo
• Feature/Setting: Smart Campaign; inactivity-based triggers, “Send Email” with dynamic fields.
• Sample: Use filters for product interest and buyer role for segmentation.
3.13. Constant Contact
• Feature/Setting: Automated Email Trigger based on segment criteria (inactivity tag).
• Sample: Send targeted promotions to re-engage via template.
3.14. Microsoft Power Automate
• Feature/Setting: Scheduled Flows; trigger on Dynamics 365 or custom e-commerce DB inactivity.
• Sample: Integrate with Outlook/Teams or Mail/SMS gateway for message dispatch.
3.15. Google Ads/Customer Match
• Feature/Setting: List upload; trigger custom ad remarketing campaigns for users flagged as inactive.
• Sample: Sync CRM-generated list every week; display part-specific ads.
3.16. Pipedrive
• Feature/Setting: Workflow Automation; set inactivity condition to auto-create activity or email.
• Sample: Notify sales for manual/bulk outreach or push to email drip.
3.17. Zendesk
• Feature/Setting: Proactive Messaging APIs, open ticket or outbound SMS/email for inactive users.
• Sample: Combine with satisfaction survey if user returns.
3.18. Facebook Messenger (Meta API)
• Feature/Setting: Messenger Send API; broadcast opt-in reactivation prompts to applicable customers.
• Sample: Embed CTA buttons to direct back to store or support.
3.19. Freshdesk
• Feature/Setting: Automations; “No ticket in X days” filter, send proactive outreach email/SMS via integration.
• Sample: Log outcomes and update contact notes upon response.
3.20. Eloqua
• Feature/Setting: Campaign Canvas; inactivity filter, Multi-step reactivation series.
• Sample: Route through segmentation and scoring for best-fit outreach.
3.21. Slack
• Feature/Setting: Incoming Webhooks, send notification to inside sales/support team for semi-manual intervention.
• Sample: Share buyer inactivity list for custom outreach.
3.22. Segment
• Feature/Setting: Audience builder with inactivity logic, pipe audience to outbound message partners.
• Sample: Sync with email/SMS provider for direct campaign triggers.
Benefits
4.2. Frees sales team resources by automating data-driven follow-ups for wholesale B2B buyers.
4.3. Enables tailored, channel-matched contact boosting likelihood of engagement and reactivation.
4.4. Facilitates analytics on re-engagement ROI and buyer lifecycle for future strategy.
4.5. Syncs CRM and support data for unified customer insights and operational efficiency.