Customer Win-Back
Re-engage lapsed customers with a compelling email offer, a personal WhatsApp follow-up, and an exclusive last-chance deal. Bring valued customers back before they're gone for good.
Reactivation & win-back
Best practice
Email
WhatsApp
7 days
- Day 1 · 10:00
Special Offer Email
A compelling comeback offer that makes returning easy.Template: Promotional Sale Email - thenDay 4 · 10:00
WhatsApp Win-Back Message
A personal 'we miss you' that reopens the conversation.Hi Daniel, it's been a while — and we've missed you at Acme Fitness. A lot has changed since your last visit, and we'd love to show you around again. Here's 15% off to welcome you back, valid until 30 September. - repliedDay 8 · 11:00
WhatsApp Exclusive Offer
A final exclusive deal for contacts still on the fence.Hi Isabella, as one of our most valued customers, you get first access to our Autumn Collection — enjoy 20% off before it opens to everyone else. Your personal offer is ready now and expires on 31 August, so don't wait too long. 🎁
| Day | Channel | Event | Description | |
|---|---|---|---|---|
| Day 1 · 10:00 | Email | Special Offer Email | A compelling comeback offer that makes returning easy. | |
| Day 4 · 10:00 | WhatsApp | WhatsApp Win-Back Message | A personal 'we miss you' that reopens the conversation. | |
| Day 8 · 11:00 | WhatsApp | WhatsApp Exclusive Offer | A final exclusive deal for contacts still on the fence. |
Included automation
When "WhatsApp Win-Back Message" is replied → "WhatsApp Exclusive Offer"
Why this works
Win-back starts after a real dormancy window and escalates: email first because it is cheap and consent-safe, then a personal WhatsApp message, then one final offer and a hard stop.
- Only enrol contacts who have been inactive for a defined window (90 days is a common threshold) — anything shorter competes with your regular programme.
- Lead on email: it costs nothing per contact and protects the WhatsApp opt-in you will need for the escalation.
- Escalate to WhatsApp on day 3 only for contacts the email did not move, and hold the strongest incentive back for the final day-7 message.
- Stop after the final touch and suppress the contact — continuing to mail a dormant audience is what damages deliverability for the rest of the list.
Measure: Reactivation rate