Win-Back Campaigns
Re-engage customers who've gone quiet
Your best leads are customers you've already won.
They bought from you once. They know you. They trust you. But they went quiet.
Without win-back: They forget you. Competitors take over.
With 24CallDesk: Automated outreach brings 25% of them back.
Acquiring a new customer costs 5x more than re-engaging an existing one. Win-back campaigns are your highest-ROI outreach.
The Workflow
Customer inactive 30+ days →
Day 30: SMS
"Hi [Name], we miss you at [Business]! It's been a while.
Anything we can help with?"
Day 45: AI Call
"Hi [Name], this is [Business] checking in. We noticed it's
been a while since your last [service]. Everything okay? We'd
love to help if you need anything."
Day 60: Final SMS with Offer
"[Name], here's 20% off your next [service] — just for being
a valued customer. Expires [date]: [link]"Example: Salon Win-Back
Day 30 SMS:
Hey Sarah! We miss you at Luxe Salon. Ready for a refresh?
Book your next appointment: luxesalon.com/bookDay 45 AI Call:
AI: "Hi Sarah, this is Luxe Salon. We noticed it's been about
6 weeks since your last visit. Everything okay with your
hair? We'd love to get you in for a touch-up. I have
availability this Thursday afternoon or Saturday morning.
Would either work for you?"Day 60 SMS with Offer:
Sarah, we want you back! Here's 20% off your next service.
Just mention this text. Offer expires Friday.
Book now: luxesalon.com/bookSegmentation
Different customers get different messages:
| Segment | Criteria | Approach |
|---|---|---|
| Recent lapsed | 30-60 days | Friendly check-in |
| Long lapsed | 60-90 days | Offer/incentive |
| At risk | 90+ days | Strong offer, urgency |
| High value | Top 20% by spend | Personal call, VIP offer |
| Service-specific | Didn't return for specific service | Remind of that service |
Setup
Define "Inactive"
How long before a customer is considered lapsed?
- Service businesses: 30-60 days past usual visit cycle
- Professional services: 90 days since last engagement
- Retail: 60 days since last purchase
Create Offers
What brings them back?
- Discount on next service
- Free add-on
- Priority scheduling
- Loyalty points
Activate
Toggle on. Campaign runs automatically for qualifying customers.
Results
| Metric | Without Win-Back | With 24CallDesk |
|---|---|---|
| Lapsed customers reactivated | ~5% | 25% |
| Time spent on outreach | Hours/week | Zero |
| Consistency | Sporadic | Every customer |
| Offer tracking | Manual | Automatic |
The Economics
| Factor | Value |
|---|---|
| Customers going inactive monthly | 50 |
| Average customer lifetime value | $500 |
| Revenue at risk | $25,000 |
| Win-back rate with 24CallDesk | 25% |
| Revenue recovered | $6,250/month |
Cost of win-back campaign: A fraction of recovered revenue.
Customization Options
| Setting | Options |
|---|---|
| Inactivity threshold | 30, 60, 90 days, custom |
| Sequence length | 2-4 touches |
| Channels | SMS, AI call, email |
| Offer type | Discount, free service, VIP access |
| Expiration | 7 days, 14 days, end of month |
| Segments | All customers, high-value only, service-specific |
Message Templates
Service Business (Salon, Spa, Fitness)
Day 30:
Hey [Name]! We miss seeing you at [Business]. Ready for your
next [service]? Book here: [link]Day 45 Call:
"Hi [Name], this is [Business]. It's been a while since your
last visit and we wanted to check in. Everything okay? We'd
love to get you back on the schedule."Day 60:
[Name], here's a special offer just for you: [discount] off
your next visit. Expires [date]. Book: [link]Professional Services
Day 30:
Hi [Name], hope all is well. It's been a bit since we last
connected. Any questions or needs we can help with?Day 45 Call:
"Following up to see if there's anything on your mind.
Sometimes things come up that we can help with — happy to
chat if useful."Day 60:
[Name], wanted to offer a complimentary [consultation/review]
as a thank you for being a client. Interested? Reply here.Retail/E-commerce
Day 30:
Miss you! Haven't seen you in a while. Check out what's new:
[link]Day 45:
[Name], here's early access to our [sale/new arrivals] —
just for loyal customers like you. Shop now: [link]Day 60:
[Name], we want you back! Use code COMEBACK for 25% off your
next order. Expires [date]: [link]Best Practices
Do:
- Start with a friendly check-in (not a hard sell)
- Personalize with their name and history
- Include a compelling offer by day 60
- Set clear expiration dates
- Track what works
Don't:
- Be pushy in the first message
- Send the same message to everyone
- Forget to honor your offers
- Over-communicate (3 touches max)
- Continue after they engage
Combining with Other Workflows
Win-back works best as part of a complete customer journey:
- Lead Follow-Up → Converts new leads
- Appointment Reminders → Reduces no-shows
- Win-Back → Re-engages lapsed customers
Together, they maximize lifetime value at every stage.
Ready to Bring Customers Back?
25% of your lapsed customers will return with the right outreach. Setup takes 5 minutes.