Re-engaging Customers on WhatsApp

Re-engaging customers who haven't interacted with your business in a while is a cost-effective way to drive repeat sales and build long-term loyalty. WhatsApp is an excellent channel for this, as its personal nature can help rekindle the connection.

[VIDEO_TUTORIAL: A short video showing how to create a dynamic segment for inactive customers and then setting up a re-engagement campaign.]

Strategy 1: The "We Miss You" Promotional Campaign

This is a classic re-engagement tactic. The goal is to provide an incentive for the customer to come back.

1. Create a Dynamic Segment of Inactive Customers:

   • Go to the Customers page.
   • Create a filter: Last Purchase Date | less than | (select a date 90 days ago).
   • You can add another filter: Tags | does not contain | Inactive.
   • Click "Create Segment from Filter" and save it as a Dynamic Segment named "Inactive Customers (90+ Days)".

2. Craft a Compelling Re-engagement Template:

   • Go to Templates and create a new Marketing template.
   • Body Example: "Hi {{1}}! We've missed you. As a special welcome back, here's 15% off your next purchase. Use code: WELCOME15. This offer expires in 3 days! 💙"
   • Buttons: Add a "Shop Now" button that links directly to your store and a "Stop Promotions" quick reply for opt-out.
   • Submit the template for approval.

3. Launch the Campaign:

   • Go to Campaigns and create a new campaign.
   • Select your "Inactive Customers" segment and your newly approved "Welcome Back" template.
   • Use the Intelligent Scheduler to find a good time to send it (often late afternoon or weekends work well for offers).

Strategy 2: The Non-Promotional Utility Check-in

Sometimes, a hard sell isn't the best approach. A helpful, utility-focused message can re-open the conversation in a more natural way.

1. Identify a Valuable Reason to Message:

   • Do you have a new feature they might find useful based on their past purchases?
   • Is there a new guide or resource related to a product they own?
   • Can you ask for feedback on a past purchase?

2. Create a Utility Template:

   • Go to Templates and create a Utility template. This has a higher chance of being opened and read.
   • Body Example: "Hi {{1}}, we've just published a new guide on getting the most out of your SuperWidget 5000. Would you like us to send you the link?"
   • Buttons: Use Quick Reply buttons like "Yes, please!" and "No, thanks."

3. Send the Campaign and Engage:

   • Target a segment based on past purchases (e.g., "Customers who bought SuperWidget 5000").
   • When customers reply "Yes, please!", it opens the 24-hour service window, allowing your agents to follow up with a personal message and the link.

FAQs

Q: How often should I send re-engagement campaigns? A: Be careful not to overdo it. Sending a re-engagement offer once every 90-180 days is a reasonable frequency. If a customer doesn't respond after 2-3 attempts over a long period, it may be best to mark them as "Inactive" and stop messaging them.

Q: What if a customer replies negatively? A: Treat it as valuable feedback. If they ask to be removed, thank them and immediately update their profile to opt them out of future messages. This protects your quality rating.