Win back customers who stopped buying

Bring back the customers you already paid to win, with one well-aimed message.

Good for

• Any store
• Salla and non-Salla sellers
• Seasonal launches

The situation

Winning a new customer costs far more than bringing back one who already knows you. Yet most stores never message customers who went quiet after one or two orders. A short, personal WhatsApp message with a reason to come back (a new collection, a seasonal offer) is often enough, as long as someone answers when they reply.

How it works

Your teamBuilds a group of quiet customers and sends an offer

CustomerReplies to ask about the offer

tkanaAnswers from your knowledge base and helps them choose

tkanaTakes the order in the chat, or passes it to your team

Win-back campaign

What the conversation looks like

(Campaign message: “We’ve missed you, Reem. Our new autumn collection is here, and this week’s offer is waiting for you.”)

Customer: What is the offer exactly?

Agent: This week, the offer covers the whole autumn collection until Thursday. Are you looking for something in particular? I can show you the new abayas or perfumes.

Customer: The new perfumes, please.

What you switch on

1. Build the audience. In CRM > Groups, create a smart group of customers who have not been active for a while, for example 90 days, optionally combined with a tag such as “past buyer”. The group updates on its own right before sending. See Organize customers with tags and groups.
2. Create a Marketing template with the offer and the customer’s name as a variable, and wait for Meta’s approval. See Create a WhatsApp template and Personalize a campaign with customer details.
3. Add the offer to your knowledge base under Offers, with its dates and conditions, so the agent explains it correctly. See Upload your offers, inventory, or packages.
4. Launch the campaign from Marketing, now or scheduled. See Send a WhatsApp campaign.
5. Using tkana inside your Salla dashboard? Open Campaigns, click New campaign, and choose a group from Customer groups in Salla as the audience. The agent can then take the order in the chat. See Send a WhatsApp campaign in the Salla section.

What your team sees

• Eligible and excluded counts before you send, and delivery, read, and reply results afterwards in the campaign’s Details.
• Replies in Conversations, handled by your agent, with orders in Salla or order-request tickets if you sell elsewhere.
• A follow-up audience: filter the recipients to Read and click Create Group to save them for a second, softer message.

Tips and limits

• Marketing templates never reach customers who opted out of marketing messages, and tkana records opt-outs automatically. See How customers opt out of marketing messages.
• For stores not on Salla, there is no automatic abandoned-cart message. Win-back campaigns like this one are the way to re-engage customers. Salla stores get cart recovery built in; see Recover abandoned carts and keep buyers updated.
• Meta bills template messages directly to the payment method on your Meta account, not from your tkana credits.
• Keep win-back campaigns occasional. Frequent campaigns get blocked and hurt your number’s quality. See Campaign best practices.

Tip

Use your dashboard’s top contact reasons and pain points to choose the offer. If “delivery fees” is a top pain point, a free-delivery offer will speak louder than a discount.