Inactive customer segmentation
Not all inactive customers are equal: create inactivity segments (30-60 days, 60-120 days, 120+ days) with messages and offers graduated based on inactivity level.
Win-back message structure
An effective win-back message has three elements: acknowledgment of the past relationship, a value element (special offer, relevant news, exclusive content), and a clear CTA with limited urgency.
Win-back sequence
A 2-3 message sequence over 2 weeks works better than a single message: first message with surprise/curiosity, second with the specific offer, third (last chance) with deadline urgency.
Measuring campaign success
KPIs for WhatsApp win-back campaigns: response rate, reactivation rate (purchases within 30 days), and average value of first post-reactivation purchase.
