Not every inactive customer is a lost customer. A customer may have stopped purchasing, stopped using a service or simply missed recent communication. Re-engagement campaigns give businesses a structured way to reconnect without treating every customer the same.
A customer bought from you six months ago. They used your service regularly for a while, then stopped. They haven't necessarily left. They may need a reason to come back.
Customer re-engagement SMS helps businesses reconnect with inactive customers using messages that are relevant to their previous relationship with the business.
Start with the customer relationship
Consider an online fashion retailer with 20,000 customers.
Instead of sending the same discount to everyone, the retailer could target customers who previously purchased women's clothing but have not bought anything in the last 90 days.
Sender: StyleHub
Hi Tolu, it's been a while. Enjoy 15% off your next StyleHub order this weekend: emisri.link/style15
The message has context because the customer already knows the business.
A discount isn't always the answer
A restaurant might use re-engagement to introduce something new:
Sender: The Garden Kitchen
Hi Tolu, we've added new dishes to our menu. Take a look and book your next table: emisri.link/menu
A SaaS product might remind an inactive user about a feature they have not tried:
Sender: FlowDesk
Hi Tolu, we've added new reporting tools to FlowDesk. See what's new: emisri.link/reporting
The message should give the customer a reason to return, not simply another advertisement.
What happens after the message?
A useful win-back journey might be:
Customer becomes inactive → Re-engagement SMS → Customer clicks → Customer returns
If Tolu makes a purchase, the re-engagement journey should stop.
If she clicks but does not buy, the business might send a different follow-up.
If she does nothing, the business can decide whether another message is appropriate.
Where Emisri fits
Emisri can help with the communication around the journey:
- Filter customers based on activity or customer information
- Personalise messages
- Send using a recognisable sender name
- Connect SMS to a relevant destination with Smart URLs
- Track clicks and campaign activity
- Trigger follow-up communication based on customer actions