How to set up a customer reactivation email automation in Xendy

Introduction

Customer reactivation email automations are a powerful way to re-engage lapsed customers and bring them back to your webshop. By targeting customers who haven’t made a purchase in a set period, you can remind them of your brand, reignite their interest, and drive repeat business.

What is a customer reactivation email automation?

A customer reactivation email automation is a workflow designed to target and engage customers who haven’t purchased in a specific timeframe (e.g., 90 or 120 days). These automated emails encourage customers to return and shop, often using personalized messaging and incentives to increase conversions.

Why is customer reactivation important?

• Boost revenue: Reactivating existing customers is more cost-effective than acquiring new ones.
• Improve retention: Re-engagement emails show customers you value their business, strengthening long-term relationships.
• Leverage personalization: By referencing past purchases and offering tailored recommendations, you can remind customers why they loved shopping with you.

Reactivation email automations in Xendy

Xendy makes it easy to set up customer reactivation workflows for supported webshops, including WooCommerce, Shopify, Magento 2, and custom-built stores via JSON import. With dynamic segments and personalized email tools, you can design a seamless experience to win back dormant customers.

In this guide, we’ll cover the benefits, setup process, and best practices for creating a customer reactivation email automation in Xendy.

Benefits of customer reactivation email automations

Customer reactivation email automations offer significant benefits for online stores. By reaching out to customers who haven’t made a purchase in a while, you can strengthen relationships, improve retention, and boost your bottom line.

1. Boost revenue with minimal effort

Why it matters:

Winning back lapsed customers is far more cost-effective than acquiring new ones.

How it helps:

• Encourages past customers to return and complete another purchase.
• Increases customer lifetime value by re-engaging dormant shoppers.

2. Strengthen customer relationships

Why it matters:

Proactive outreach reminds customers of your brand and shows that you value their business.

How it helps:

• Reconnect with customers who may have forgotten about your store.
• Reinforce brand loyalty by making customers feel appreciated.

---

3. Improve customer retention

Why it matters:

Retaining existing customers is key to sustainable growth.

How it helps:

• Keeps your brand top of mind for customers who are likely to return.
• Encourages repeat purchases by offering incentives or personalized recommendations.

---

4. Leverage personalization for higher engagement

Why it matters:

Personalized emails are more relevant and effective in capturing attention.

How it helps:

• Reference past purchases or browsing history to tailor your message.
• Use dynamic fields in Xendy to create highly targeted email content.

5. Automate for efficiency

Why it matters:

Automations save time and ensure consistent outreach to inactive customers.

How it helps:

• Set up the workflow once, and Xendy will automatically engage dormant customers based on your segment rules.
• Focus on other areas of your business while the automation runs in the background.

Why choose Xendy for customer reactivation?

• Dynamic segments: Automatically target customers based on their last purchase date.
• Personalized emails: Leverage Xendy’s tools to create tailored messaging that resonates.
• Performance tracking: Use real-time reporting to measure the success of your automation and refine your strategy.

By using Xendy’s customer reactivation tools, you can re-establish connections with lapsed customers and turn them into repeat buyers. In the next section, we’ll outline the prerequisites for setting up this type of automation.

Pre-requisites: Connecting your webshop with Xendy

Before setting up a customer reactivation email automation, it’s important to ensure that your webshop is connected to Xendy. This integration allows Xendy to access your customer and order data, which is essential for targeting inactive customers based on their last purchase date.

1. Supported webshop platforms

Customer reactivation email automations are available for the following platforms:

• WooCommerce
• Shopify
• Magento 2
• Custom-built webshops via JSON import

2. Connecting your webshop to Xendy

Why it’s necessary:

Connecting your webshop enables Xendy to synchronize purchase data, which is required for defining segments and triggering automations.

Steps to connect your store:

1. Log in to your Xendy account.

2. Navigate to the “Integrations” section in the left-hand menu.

3. Follow the instructions for your specific platform:

   • WooCommerce, Shopify, or Magento 2: Install the Xendy plugin or app on your webshop platform and authenticate the connection.
   • Custom webshops: Set up the JSON import feature to send customer and order data to Xendy.

4. Verify the connection by ensuring purchase data appears in your Xendy dashboard.

3. Start collecting data

Why it’s necessary:

Once the integration is complete, Xendy will begin receiving data such as purchase history and customer activity.

How it works:

• Xendy uses this data to create dynamic segments, like identifying customers who haven’t made a purchase in a specified timeframe (e.g., 100 days).

Checklist before proceeding

• Your webshop is connected to Xendy.
• Purchase and customer data is synchronized correctly.
• You’ve tested the integration by verifying customer data in Xendy.

Once these steps are complete, you’re ready to set up a customer reactivation email automation in Xendy. In the next section, we’ll guide you through the process step by step.

Setting up a customer reactivation email automation in Xendy

Creating a customer reactivation email automation in Xendy is a straightforward process. By targeting customers based on their inactivity, you can automate personalized campaigns that bring them back to your webshop.

Step 1: Create a new automation

1. Log in to your Xendy account.
2. Navigate to “Email automations” in the left-hand menu.
3. Click “New email automation” in the top-right corner.
4. Name your workflow (e.g., “Customer reactivation campaign”).

Step 2: Define the segment

To ensure your automation targets the right audience, you need to create a dynamic segment:

1. In the segment rules section, set the following:

   • Field: “Last purchase.”
   • Condition: “Falls outside.”
   • Value: Enter the number of days for inactivity (e.g., 100 days).

2. Save the segment.

   • This will dynamically include all customers who haven’t made a purchase in the specified timeframe.

Step 3: Add emails to the workflow

Design a series of emails to re-engage inactive customers and encourage them to return to your store.

Email 1: Friendly reminder

• Timing: Send immediately when a customer meets the segment criteria.
• Content:
  • Thank them for their past purchases.
  • Gently remind them about your store and highlight any new products or updates.
  • Include a CTA: “Come back and shop” or “Explore what’s new.”

Email 2: Offer an incentive

• Timing: Send 3 days after email 1 if the customer hasn’t made a purchase.
• Content:
  • Provide a compelling incentive, such as a discount code or free shipping.
  • Highlight popular products or recommendations based on their past purchases.
  • Include a CTA: “Claim your discount” or “Redeem your special offer.”

Email 3: Create a sense of urgency

• Timing: Send 7 days after email 2 if the customer still hasn’t engaged.
• Content:
  • Emphasize the urgency of the incentive (e.g., “Only 24 hours left to save!”).
  • Reinforce your appreciation for their past business and make it easy to return.
  • Include a CTA: “Don’t miss out!” or “Your offer ends soon.”

Step 4: Configure timing and delays

1. Use the dotted lines between email steps to set delays.
   • Example: “Wait 3 days” between email 1 and email 2.
2. Ensure the timing aligns with your audience’s behavior to maximize engagement.

Step 5: Test your workflow

Before activating the automation, test it to ensure everything functions correctly:

1. Use Xendy’s preview feature to simulate the workflow.
2. Send test emails to yourself or your team to verify:
   • Content and personalization fields are displaying correctly.
   • Timing and delays are accurate.
3. Confirm that inactive customers are correctly added to the segment.

Step 6: Activate the automation

Once you’ve verified the setup:

1. Click “Start” to activate the automation.
2. Monitor its performance in Xendy’s reporting tools to track reactivation rates and adjust as needed.

By following these steps, you can create an effective customer reactivation email automation that drives repeat purchases and strengthens customer loyalty. In the next section, we’ll share best practices to optimize your emails further.

Best practices for customer reactivation emails

To maximize the effectiveness of your customer reactivation email automation, it’s essential to follow best practices. These tips will help you engage dormant customers and drive repeat purchases.

1. Set the right inactivity timeframe

Why it matters:

Targeting customers too soon or too late may result in reduced engagement or missed opportunities.

How to implement:

• Analyze customer behavior to determine the optimal inactivity period (e.g., 90, 120, or 180 days).
• Adjust the timeframe for different customer segments based on purchase frequency.

2. Personalize your messaging

Why it matters:

Personalized emails make customers feel valued and increase the likelihood of re-engagement.

How to implement:

• Use the recipient’s name in the subject line and email body.
• Reference past purchases or browsing history to recommend relevant products.

3. Offer incentives to drive action

Why it matters:

A compelling incentive can motivate customers to return and complete a purchase.

How to implement:

• Include a discount code, free shipping, or exclusive offer in your follow-up emails.
• Highlight the value of the incentive and any time-sensitive conditions to create urgency.

4. Create urgency in follow-up emails

Why it matters:

A sense of urgency encourages customers to act quickly.

How to implement:

• Use phrases like “Limited-time offer” or “Your discount expires soon.”
• Set a clear deadline for redeeming incentives (e.g., “Offer valid for the next 48 hours”).

5. Keep your content concise and engaging

Why it matters:

Clear, visually appealing emails are more likely to capture attention and drive clicks.

How to implement:

• Use concise copy with a clear focus on re-engagement.
• Include high-quality visuals and a strong call-to-action (CTA).

6. Test subject lines and CTAs

Why it matters:

A strong subject line and CTA can significantly impact open and click-through rates.

How to implement:

• Use A/B testing to try different subject lines and CTAs.
• Monitor performance metrics to identify what resonates with your audience.

7. Highlight new products or updates

Why it matters:

Re-engaging customers is easier when you have fresh, exciting offerings.

How to implement:

• Showcase new products or categories in your emails.
• Use product recommendations based on previous purchases to drive interest.

8. Use mobile-friendly designs

Why it matters:

Many customers will view your email on a mobile device, so a poor design can hurt engagement.

How to implement:

• Use responsive email templates that adapt to different screen sizes.
• Test your emails on mobile devices to ensure they display correctly.

9. Monitor and optimize performance

Why it matters:

Analyzing performance data helps refine your strategy and improve results.

How to implement:

• Track metrics such as open rates, click-through rates, and conversion rates using Xendy’s reporting tools.
• Adjust email content, timing, and incentives based on the data.

10. Use a friendly tone

Why it matters:

Customers are more likely to respond positively to emails that feel conversational and genuine.

How to implement:

• Avoid overly salesy language and focus on building a connection.
• Thank customers for their past support and express excitement about their return.

By following these best practices, you can design customer reactivation emails that are effective, engaging, and aligned with your brand’s goals. In the next section, we’ll conclude with a summary and next steps to get started in Xendy.

Frequently asked questions