Win Backs allow you to create tailored landing pages with compelling offers to entice churned customers to re-subscribe.

This guide explains how Win Backs work and how to configure a Win Back landing page.

Before you start

• Win Backs is in Early Adopter status as part of the Retain package. You must purchase the Retain package to access this Early Adopter Program.

Key features

Tailored customer experiences

With Win Backs you can create:

• Customized landing pages with compelling offers designed to entice fully-churned customers to re-subscribe
  • Enhance your landing page with custom content to highlight your products' value and boost conversions. When configuring your Win Back landing page, you can:
    • Choose the type of product customers can re-subscribe to
    • Include incentives
    • Set the order processing time upon reactivation
• Multiple Win Back landing pages that are all live simultaneously
• A/B tests with conditional branch nodes to tailor different offers for various customer groups, including customizing offers based on the reason for cancellation

Effective customer engagement

Win Backs are designed to optimize customer engagement:

• Each Win Back landing page generates a unique link that you can share with customers to encourage them to re-subscribe
• You can integrate the landing page link into Klaviyo flows, campaigns, or other communication methods so that customers can easily re-subscribe

Performance tracking

Understand how each landing page performs, and the success of your Win Back campaigns by:

• Tracking each landing page's performance using the overview and performance dashboards

Enable Win Backs

Win Backs is included in Recharge's Retain package. After purchasing Retain, you can enable Win Backs in the merchant portal:

1. Click Retain in the merchant portal and select Win Backs.
2. Choose the option to Create your first landing page, or click Talk to a strategy expert to gain personalized insights and advice on creating a strategy tailored to your business.

Set up Win Backs

Step 1 - Create the experience

1. Click Retain in your merchant portal and select Win Backs from the dropdown.
2. Select Create New, then click Get started to create the flow.
3. Click Manage settings to add a name to your Win back experience.
4. Optional - Add A/B testing and conditional branch nodes to create different offers for different groups of customers.

Step 2 - Build the landing page

1. Click Configure on the Landing Page node.
   
2. Choose the option for which products a customer can re-subscribe to.
   
   • Subscribe to a product chosen by you: Select a specific product the customer must subscribe to when reactivating their subscription. This product must have a subscription plan configured and customers cannot remove this item from the cart once it has been added from the landing page.
   • Restart their previous subscriptions: Lists previous products the customer was subscribed to allowing the customer to choose which subscriptions to reactivate. Customers are able to remove this product from the cart after it has been added from a landing page.
3. Optional - Select additional products in a collection for customers to add-on to their order by clicking Select a collection. This is powered by a Recharge collection
   
4. Optional - Click Set up an incentive to add one of the following to the order:
   • A free gift or a percentage-based discount, which are one-time incentives and are only added to the first order
   • A discount code to offer incentives in the form of free shipping, fixed-amount dollar discounts, and the ability to offer recurring incentives on multiple future orders
     
5. Choose when to process orders that are reactivated from this campaign.
   • The same day as the customer orders: Customers are charged later on the same day after re-subscribing.
   • After a fixed number of days: Choose the number of days that will pass before the order is processed. This setting is helpful if you want to allow customers to customize their order before it processes (ie. customizable bundles).
   • On a specific day: Choose a specific day of the week that the charges will process on. Stores who process orders on a specific day of the week and want customers to customize their orders until then may benefit from using this setting.
6. Select Customize experience to navigate to the Site Builder and customize the landing page.
   
7. Customize the landing page contents and preview the landing page on a desktop or mobile device. Click Done once your landing page is complete on the Site Builder.
   
8. Select Apply to save your changes.
   

Step 3 - Save and activate

1. Click Save.
   
2. Click Preview page after saving changes to view your landing page. Only customers with inactive subscriptions can be selected to test the landing page.
   
3. Click Activate flow when you are ready to go live.
   
4. Select Confirm: activate Flow.
   

Step 4 - Add the landing page link to your win back campaigns 

1. Click Share link and copy the landing page link. You have the option to Opt in to frictionless login if your store uses Klaviyo. 
   
   • To enable frictionless login, click Opt in to frictionless login, then confirm by clicking Enable frictionless login. 
2. Create a win back campaign in Klaviyo or your preferred email service provider. Then, add this link to the email notifications.

There are two ways you can utilize Klaviyo with the landing page link:

• Option 1 - Create a Klaviyo flow
• Option 2 - Create a Klaviyo campaign and target it to churned customers

Option 1 - Create a Klaviyo flow

Use Recharge’s pre-built Subscriber Win Back flow in Klaviyo and add the landing page link to your email content to target churned customers and encourage them to subscribe again.

Visit How to use Recharge-built flow templates in Klaviyo for implementation instructions.

Option 2 - Create a Klaviyo campaign and target it to churned customers

Create a one-time win back campaign by creating a Klaviyo segment for inactive customers with the condition “rc_active_subscription_count = 0”. Target this segment in a one-time Klaviyo campaign.

If your store has not yet enabled Recharges new payment method update feature, be sure to add a filter excluding customers with a cancellation reason of “Max Number of Charge attempts reached” and “Failed Payment Flow max retries”. See Updating payment methods for additional details, or contact Recharge at earlyadopterprogram@rechargeapps.com to have this feature enabled. 

The following is an example of how these cancellation reasons can be filtered: 

You can edit the number of days based on how your brand is targeting customers in the campaign (ie. Input 90 days if you're targeting customers that cancelled within the last 90 days).

Analytics

Recharge provides multiple dashboards and reports so that you can monitor the performance of your Win Backs.

You can access these analytics by selecting the Performance tab on the Win Backs page.

Considerations

Review the following when using Win Backs: