Reactivation of dormant customers

Re-engage customers who haven’t shopped with you recently and encourage them to visit the website again and make another purchase. 

In this article, you'll learn how to create a strategy to reactivate dormant customers.


Objective: Reactivation.
Difficulty: Intermediate.
When to use it: Anytime.


This strategy is part of our pool of templates. To implement it in your account, access your Connectif account and go to “Workflows Create new workflow”. In the Create from template section, enter the name of the workflow in the search engine (Reactivation of dormant customers) then click Select and Create.


How it works

To send the reactivation email, we set up a workflow that checks the date of the contact's last purchase once a day. If they haven't purchased for 30 days, they’ll receive an email with products related to their last purchase. 



Workflow configuration


Before configuring your workflow, create the following elements:
— The dynamic plus segment “Last purchase 30 days ago”, to group the contacts who you want to receive the email.
— An email, to send the email with the reactivation products.

STEP 1. "Start" node

(This node will set the target audience for the action).

1. Click (Edit node settings) for the “Start” node.

2. Under Select limitation, check "All my list" and select "Contacts with email".

3. Under Select data source, check “All existing and new”.

4. Click Update.



STEP 2. "On entering segment" node

(This node will enter contacts into the workflow as soon as they join the "Last purchase 30 days ago" segment).

5. Click (Edit node settings) for the “Is in segment” node.

6. Under Select a segment, choose the segment created.

7. Click Update.



STEP 3. “Fetch last cart” node

(This node will fetch the contact's last purchased cart).

8. Click (Edit node settings) in the “Fetch last cart” node.

9. In Select cart status, choose the “Purchased” option from the dropdown.

10. Click Update.



STEP 4. “Fetch products” node

(This node will fetch products related to the last purchase).

11. Click (Edit node settings) in the “Fetch products” node.

12. To select the use cases, drag “Automatically related to a cart” to the block on the right and “Best sellers”. Click Next .

13. In Main use case settings, select "12" for Number of products to fetch.

14. Under Select related cart, choose "Internal Cart ID (Fetch last cart)". Click Next .

15. In Additional case settings, select "12" for Number of products to fetch.

16. Under Select the time period of the purchases, choose "Best sellers of the last month" and check the "Shuffle the fetched products” box. Click Next .

17. In Summary, locate the section Number of products to fetch and indicate “12”. Then activate "Exclude the products exported by the nodes before this one". 

18. Click Complete .



STEP 5. “Send email” node

(This node will send the email with the products).

19. Click (Edit node settings) in the “Send email” node.

20. Select the email you want to send and click Next .

21. In the Send to section, select "Contact".

22. Indicate the "Newsletter" type of email.

23. Configure the parameters section of "Send to contact".

24. Under Google Analytics, click "Enable Google Analytics" then Next .

25. In the Variables step, link any variables there may be.

26. Click Complete .





Your workflow for sending an email to reactivate sleeping customers is now ready.


Do you have questions?
Don’t forget, our Connectif specialists are here to help you. To contact them, just open a Support ticket by clicking the blue “Help” button on your dashboard.


Keep learning!

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