Customer Winback

Customer win-back is a marketing strategy focused on re-engaging and converting former customers who have stopped buying from or interacting with a business. It is essential for a business because it can be more cost-effective to re-engage previous customers than acquire new ones.

Why is winning your customers back important?

Cost-Effectiveness: Acquiring new customers is typically more expensive than retaining existing ones.

Higher Conversion Rates: Former customers are already familiar with your brand and products, which often leads to higher conversion rates compared to acquiring new customers.

Increased Customer Lifetime Value (CLTV): Reactivating customers can extend their lifetime value to your business, as they may continue to make purchases over time.

Word-of-Mouth and Referrals: Satisfied repeat customers are more likely to refer your business to others, potentially bringing in new customers.

How to Enable Customer Winback Flow?

Our easy-to-use platform helps you win back customers by sending well-segmented messages to customers who have not purchased from you in a while, motivating them to return and re-engage with your brand.

Step 1: Enable the Winback Trigger

With ConvertWay you can enable Customer Winback automation via SMS.

Step 1.1: Enable the customer Winback Flow

To enable Winback Automation go to Flows > Customer Winback Series {SMS}

Step 1.2: Specify the Time For the Notification

Now, to trigger the Customer Winback flow select Days Without Order i.e. the number of days since the customer made their last purchase after which you want to send them the winback message

For example, let’s say you want to send a win-back notification to your customer after 15 days after their first purchase. You can do that by selecting 15 days in the Days Without Order field.

Step 2: Creating the First Follow-up

Step 2.1: Selecting a template

After enabling the trigger successfully move on and enable the first follow-up and set it up by browsing through our pre-set templates under the Browse field






You can select among two types of templates- with discounts or without discounts. If you choose one with the discounts, you need to enter the discount_value and discount_code.


Now the last step is to select the time at which you want to send the Winback notifications under the Notify Every Day At field.

Say your audience is most likely to interact with a message at 5 p.m. so set the time at 17:00, they will receive a notification at 5 p.m. after the the number of days specified by you since their last order.

Step 3: Setting up the second flow

The process comes to an end once the customer places their order, but in case they haven't, we've got another engaging follow-up text all ready to go!

Step 3.1: Set the number of days after which the customer receives the second follow-up

To trigger the next flow, start by choosing the number of days after the initial follow-up message. If the customer hasn't placed an order within this timeframe, the second follow-up will automatically kick in. It's that simple!

You can select this period in the Delay field.



Now follow all the steps for the second follow-up exactly like you did for the first and click Save & Enable to finish the process.

Step 4: Analyze your performance

To check the performance of your Winback Flow go to Analytics > Winback

The Winback Analytics displays the following information:

Total Order Recovered: This is the number of orders that were recovered after the cart recovery notifications were sent.

Amount Recovered: This is the total sum of the order value for the orders that were recovered.

Messages Sent: This is the total number of notifications sent for winning back customers.

Order Logs: This gives detailed information for the Orders received from repeat customers, this includes Order ID, Customer Name, Order Value, and Order Date.




Create your own Customer Winback campaigns to rev up your sales with The ConvertWay now!!

Updated on: 17/09/2024