Leverage Recharge's Win Back drip campaigns to re-engage churned customers with a series of targeted emails, offering personalized incentives to encourage reactivation. See Getting started with Win Back drip campaigns to learn more about this feature.

This guide explains the setup process and factors to consider when using a drip campaign.

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.

Step 1 - Create the experience

Build your drip campaign in your Recharge merchant portal:

1. Click Retain in your merchant portal and select Win Backs from the dropdown.
2. Select Create New under Win Back drip campaign.
3. Click Get started to create the experience.
4. Click Manage settings to add the following to your Win back experience:
   • Flow title: Add a name to the experience.
   • Flow description: Add a description for internal purposes.
   • Flow duration: Add a start or end date as to how long the experience is active for, or configure the flow to start immediately upon activation, and run until you choose to disable it.
   • Limit the total number of offers that can be claimed: Limit the total number of offers a customer can claim.
   • Limit how many times each customer can claim your offer: Set a limit as to how many times a customer can claim the available offer.

Step 2 - Review the existing campaign

To help you get started, Recharge provides a pre-built drip campaign that you can immediately activate. This campaign has multiple stages and triggers for customers who have deactivated all of their subscriptions.

Review each stage of the campaign to ensure it matches your business needs.

Offer one

The initial campaign, where customers receive a notification 30 days after cancelling all of their subscriptions. Review the following nodes and make adjustments as needed:

• Notification: Update the sender name, email, subject line, and the email contents. The notification node provides the email body in an HTML editor for you to edit, plus the notification preview all in one place for ease of use.
• Landing page: Configure the offer and landing page customers see when they click the link to reactivate in your notification:
  • Select whether customers can subscribe to a product that you choose, or if their previous subscription should be reactivated
  • Optional - Select a collection of products to display to customers that they can add to their order
  • Optional - Add an incentive (either a free gift, a discount code, or a percentage discount) to encourage customer to reactivate
  • Confirm when to start processing orders for the campaign
  • Customize the landing page experience:
    • Update the offer banner text, encouraging customers to subscribe again. Use the {customer}, {discount}, and {planDiscount} variables to personalize the offer banner
    • Update the cart that customers see when they go to confirm the offer
    • Update the Account link where customers can log in to their customer portal
• Wait for action: Set a time limit for customers to claim their offer. If the customer doesn’t complete the action within this time limit, they’ll continue along in the experience.

If the customer reactivates their subscription in offer one, the experience ends. If the customer does not complete the action within the time frame specified, they’re sent to offer two of the drip campaign.

Offer two

Offer two of the experience occurs if the customer does not reactivate their subscription within the timeframe specified in offer one. You can customize the second offer of the drip campaign to use different language in the notification, or offer different incentives. Offer two consists of the the same nodes in offer one.

Offer three

Offer three of the experience occurs if the customer does not reactivate their subscription within the timeframe specified in offer two. You can customize the final offer of the drip campaign to use different language in the notification, or offer different incentives. Offer three consists of the notification and landing page nodes.

The default drip campaign ends after offer three. You can drag and drop nodes to the canvas to create additional offer in the campaign. For example, if you’d like to add a fourth offer to the initial drip campaign, you could drag and drop the Wait for Action node to offer 3, automatically creating a fourth offer for your campaign.

Alternatively, you can delete the Wait for Action on offer three to delete the third offer and only have two offers in the experience.

Optional - Add additional nodes to the existing canvas

While Recharge provides a prebuilt drip campaign, you can add additional nodes to the canvas, or additional offers to the campaign.

In addition to the nodes mentioned in Step 2, the following nodes are available to be added at any offer of the drip campaign:

• A/B Test node: Use the A/B test node to try out different incentives and landing pages, and understand what resonates with your customers the most.
• Conditional branch node: Use the conditional branch node to create multiple branches in the experience where customers must meet specified conditions to interact with the experience.
• Segment node: Use the segment node to add or remove customers to a specified segment when they reach a certain point in the flow.

Step 3 - Save and activate the campaign

1. Click Save in the top right corner to save the drip campaign experience.
2. Click Activate Flow when you’re ready to go live with the experience, and target customers through your drip campaign.

Expected outcome

After finalizing your campaign, you’ll be able to send customers a series of automated emails or messages over a period of time that encourages customers to reactivate their subscriptions.

Each message is "dripped" out at intervals you set, ensuring customers are encouraged to reactivate at the right times.

Considerations

Review the following when using Win Backs drip campaigns:

Resources

• Win Backs Early Adopter Program
• Getting started with Win Back drip campaigns