How to Automate Customer Reactivation

Any business has inactive customers who haven’t opened messages or made orders for some time. You can drive back part of this audience with automated reactivation campaigns.

To create a reactivation campaign, you need to build a dynamic segment and schedule a single message or create a workflow.

How to Create a Dynamic Segment for Reactivation

A dynamic segment is a group of contacts where contacts are added automatically based on the set conditions. For a reactivation segment, you can select such conditions as the last open, click, order, etc. performed a certain time ago. Segments are recalculated every day at 3 to 4 a.m. UTC, and all contacts who have been added to it receive the reactivation message at the specified time.

Before getting started, we recommend you read a full guideline on how to create a dynamic segment.

1. Go to Contacts > Segments and click Add segment.

2. Select Dynamic and click Create.

Dynamic segment

3. Enter name (required) and purpose and tags (optional). Click Next.

4. In Include, click Add card and select conditions (contact activity, orders or events) and time of the last activity.

Card with conditions

5. After the card is created, you can include more conditions to it or exclude them.

Added card

6. When all conditions are specified, click Done.

How to Launch an Automated Reactivation Campaign

Single Message

1. Go to Messages > Messages.

2. Select the previously created reactivation message and click Create campaign.

Start campaign button

3. Select the created segment or segments for reactivation and click Go to campaign.

Segment settings

4. Scroll down to Send options and click Schedule.

Send options

4. In Recurrency, select Every day and click Next.

Campaign schedule

You can find scheduled campaigns in Campaigns > Scheduled campaigns.

Scheduled campaigns

Automated Workflow

Workflows allow you to send both single messages and series consisting of multiple multichannel messages and conditions.

Before getting started, we recommend you read a full instruction on how to create a workflow in the eSputnik drag-and-drop editor.

1. Go to Automation > Workflows and click New workflow.

2. Enter its name and optionally description.

3. Create a workflow with the following blocks:

  • Start (General). Required. Automatically starts any workflow.
  • Timer (General). The block regulates sending time so that the campaign isn’t sent to contacts straight after recalculation. In Wait, specify 0; in Send time, select the time of campaign start.

Timer settings

  • Email (Actions). Select the reactivation email in Message on the right.

Email block settings

  • End (General). Required.

All blocks must be connected to each other.

4. Click Save.

5. Go to Automation > Workflows, select the necessary workflow and click Trigger configuration.

Trigger configuration

6. In Regular > Segment, select the created segment.

7. In Process unique events, select each time.

Trigger settings

8. Click Apply.

9. Click Start to launch the workflow.

Start button

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