Bring former customers back when it counts.
Customer win-back helps suitable former customers consider returning when the service still makes sense — using verified customer or service history, approved channel permissions and a clear way to decline. Built around what your business can actually take on.
A relevant return, not a blanket blast.
Not every former customer is lost — some just haven't had a reason to come back. Customer win-back reaches out to the records where a return still makes sense, with a message that references what someone actually bought or had delivered and a straightforward way to decline. The recommended scope depends on your business; we suggest a practical starting point rather than a fixed package. No active sequences, no guaranteed returns, and no claim a message was sent until the configured service delivers it.
Reconnecting with verified former customers
Reach back out to former customers whose past service may still be relevant — not a blanket blast to every contact, but a considered message to records with a verified customer or service history.
Using verified service history
Each message references what someone actually bought or had delivered, drawn from an approved source of truth — not a guessed relationship, a contact record or an email open on its own.
A useful reason to return
A relevant check-in based on the past service, and where an approved current offer exists, a useful reason to come back — never an invented discount, saving or deadline.
Handing replies to a person
When a former customer responds, automated win-back stops and the conversation is handed to your team with the original context intact — not restarted from scratch.
Respecting preferences throughout
Communication preferences, opt-outs and do-not-disturb settings are respected at every step — an opt-out is never bypassed or cleared automatically to reach someone.
What you receive.
- A short win-back sequence for your review — not active until you agree the eligibility, cadence and channels.
- Email and optional SMS copy with one clear next action per message.
- Eligibility based on a verified customer/service history from an approved source of truth — not a contact record, an enquiry, a quote acceptance, an email open or an opportunity label on its own.
- A proposed inactivity period appropriate to the service, with thresholds and campaign cutoff pending your approval.
- Exclusion of active customers under ongoing service, current conversations, outstanding quotes, booked appointments and conflicting campaigns.
- Unresolved complaints or refunds routed to a person for suitability review rather than a marketing message.
- Clear stop conditions: a reply, disinterest, an opt-out, human takeover, a verified new booking or order, renewed active sales activity, uncertain status or completion.
- One coordinated win-back sequence per customer and campaign — no overlapping duplicate sends, restarts or extra touches.
- Existing ownership, attribution and historical won opportunities preserved — no reopening of an old sale or counting a returning sale without verified sales evidence.
- Win-back kept separate from database reactivation, lead nurturing, quote follow-up and routine repeat-service reminders.
What we'll need from you.
- •A verified customer/service-history source of truth — completed invoices, delivered services, or closed-won opportunities with a real completed transaction.
- •A verified email sender and SMS number/provider in the correct sub-account.
- •Approved channel permissions and the communication preferences and suppression status to respect.
- •Access to your CRM sub-account, contacts and any existing win-back or follow-up.
- •Agreed inactivity period and campaign cutoff, and an approved current offer if one applies (default to no discount).
- •A reviewed sample cohort before any wider rollout.
- •Existing contact fields and attribution preserved (no invented field IDs).
- •A quick review of the sequence, eligibility and copy before it goes live.
How a customer win-back project runs.
The recommended scope depends on your business — we suggest a practical starting point rather than requiring everything at once.
Discovery
We learn how customer history is stored today, what evidence of past service is available, and which former customers have genuinely gone quiet.
Agreed scope
We agree the customer-history source, eligibility, inactivity period, cadence, channels, sender and stop conditions, and a proposed timeline before any work starts.
Build
We draft the sequence, build the proposed filter logic and map it to your verified customer records and existing follow-up.
Review
You review a sample cohort, the copy and the behaviour. We refine before anything goes live.
Connect & test
We connect the verified sender and channels and test eligibility, stops and handover end to end before launch.
Improve
We review replies and returns, identify friction and agree the next useful improvement.
What's delivered, configured and tested
You receive a win-back sequence, eligibility rules, copy and stop conditions — ready to go live once the customer-history source, sender and channels are connected, reviewed and tested end to end. Eligibility comes only from a verified customer or service history, and each message references what someone actually bought or had delivered. The sequence stops on a reply, disinterest, an opt-out, human takeover, a verified new booking or order, renewed active sales activity, uncertain status or completion — and one coordinated sequence runs per customer and campaign, with no overlapping duplicate sends, restarts or extra touches. We don't promise returns, and we don't claim a message was sent until the configured service delivers it. We recommend a practical starting point based on your existing setup, goals and budget.
Questions about customer win-back.
Reconnect with the customers who went quiet.
Tell us how customer history is stored and which former customers have gone quiet. We'll discuss a practical place to start.