Win-back campaigns for inactive customers

Purpose

1.1. Re-engage and recover customers who have not shopped for a defined period; lift purchase frequency and overall retention.
1.2. Deploy personalized offers and reminders via multi-channel messaging tailored to previous purchase behavior.
1.3. Analyze inactive customer segments and automate targeted outreach to maximize win-back rates.
1.4. Reduce churn by surfacing exclusive discounts, loyalty bonuses, or trending products from the American grocery portfolio.

Trigger Conditions

2.1. Customer has not made a purchase in X days (e.g., 30, 60, or 90).
2.2. No engagement with marketing emails/SMS/push for set durations.
2.3. Cart abandoned and inactivity persists past designated threshold.
2.4. Loyalty points remain unused over a business-defined interval.

Platform Variants

3.1. Twilio
• Feature: SMS Messages API
• Setting: Configure flow trigger on customer inactivity and set SMS body with dynamic offer code.

3.2. SendGrid
• Feature: Marketing Campaigns API
• Setting: Build email campaigns with dynamic templates and list segmentation for inactivity triggers.

3.3. Salesforce Marketing Cloud
• Feature: Journey Builder
• Setting: Create win-back journey automations based on inactivity filters.

3.4. HubSpot
• Feature: Workflows
• Setting: Automate segmented win-back emails tied to last purchase date property.

3.5. Klaviyo
• Feature: Flow Triggers
• Setting: Activate automated win-back sequences for lapsed profiles; condition on last order date.

3.6. ActiveCampaign
• Feature: Automation Builder
• Setting: Design automation to send multi-step win-back outreach to inactive contacts.

3.7. Mailchimp
• Feature: Customer Journeys
• Setting: Trigger path on inactivity and configure incentives via merge tags.

3.8. Shopify
• Feature: Flow App – Trigger/Condition
• Setting: Detect inactivity, then invoke discount code email or SMS for retention.

3.9. Zendesk
• Feature: Triggers
• Setting: Auto-create tickets for manual follow-up of dormant high-value accounts.

3.10. Intercom
• Feature: Series Automation
• Setting: Program win-back chatbots or email sequences for inactive users.

3.11. Segment
• Feature: Audiences
• Setting: Build and sync lapsed user segments to ad, email, and messaging tools.

3.12. Iterable
• Feature: Workflow Studio
• Setting: Build automation to send offers to customers qualifying as ‘churn risk.’

3.13. Braze
• Feature: Canvases
• Setting: Personalize win-back journeys via email, push, SMS multi-channel engagement.

3.14. Oracle Responsys
• Feature: Program Orchestration
• Setting: Design program for dormant user detection and outreach.

3.15. MoEngage
• Feature: Flows
• Setting: Trigger inactivity win-back with targeted push notifications and emails.

3.16. Bloomreach
• Feature: Campaigns
• Setting: Map win-back campaigns triggered by audience segment rules.

3.17. Emarsys
• Feature: Automation Center
• Setting: Launch events for inactive user segments to trigger incentives.

3.18. Gorgias
• Feature: Automation Rules
• Setting: Auto-notify customer support to reach out after a set inactivity window.

3.19. Drip
• Feature: Workflow Automation
• Setting: Send emails and SMS after lapses defined in behavior.

3.20. Omnisend
• Feature: Automation Editor
• Setting: Create ‘lapsed customer’ flows delivering time-limited discounts.

Benefits

4.1. Boosts customer retention with precision-timed, data-driven messaging.
4.2. Lowers customer churn while increasing repeat sales metrics.
4.3. Delivers offers across channels (email, SMS, push, support) for maximum return.
4.4. Reduces manual workload for marketing and support teams while maintaining personalization.
4.5. Provides actionable re-engagement analytics for continuous campaign optimization.