Winning clients back: reactivation, call follow-up, greetings and programs

Where to find it

Open Marketing. On the right, under Auto campaigns, you’ll find these groups:

• ·Winning clients back: “Sleeping clients reactivation” and “Call dropped follow-up”;
• ·Greetings: “Birthdays and holidays”;
• ·Programs: “Retention programs”.

Each campaign shows whether it’s on. The campaigns are part of the Broadcasts module.

Who gets the messages and when

All of these messages go out only between 9 a.m. and 9 p.m. in the salon’s time zone from General settings. If the moment falls at night, the message waits until the morning. Clients on the stop list are never messaged.

Sleeping clients reactivation

1. 1Click Sleeping clients reactivation. The switch at the top turns the campaign on.
2. 2At the top, Results for 30 days shows how many messages went out, how many clients replied, booked and paid, the revenue, and the same for each segment.
3. 3Under Who and when, set the timing: - A client is sleeping after: after how many days without a visit the regular message goes out (60 by default); - Win back after: after how long the win-back message goes out (120 by default, must be longer than the first period); - VIP clients: the number of visits and the average ticket that make a client a VIP; VIPs get their own message; - Message one client at most once every N days and Messages per lapse: after this many messages without a visit we stop, and a new visit resets the count.
4. 4Skip clients who already booked: clients with an upcoming booking with you or in the CRM don’t get the invitation. The booking is checked again right before sending.
5. 5Use each client’s own rhythm: message a client when they miss their usual interval. Needs at least 3 visits.
6. 6Call VIP clients: instead of a message, the agent calls VIP clients by voice from the number you choose. If the call fails, the client gets a message.
7. 7Under Messages by segment, write the Standard, Win-back and VIP texts in the languages you need. The preview is below.
8. 8Click Save settings.

The message goes to the channel where the client last talked to you, or to WhatsApp if there was no conversation. For WhatsApp via Meta, the text is sent to Meta for review as a template on the first send, and messages go out once it’s approved. When the client replies, the assistant knows it’s a reply to the invitation and offers to book them in.

Call dropped follow-up

If a call broke off, or the client left the call without booking, the client gets a WhatsApp message to finish booking in the chat. If the booking was made during the call, there is no follow-up. There is none either if the client has been chatting with you in the last half hour.

The text is set per language. This message has no fallback language: a client whose language has no text gets nothing. You can insert the client’s name, the call topic and the address.

Birthdays and holidays

Birthday. Turn on Send birthday greetings and check the text. Birth dates come from client cards and the CRM import. If no client has a birth date, the window tells you.

Holidays. Click + Christmas, + New Year or + Your holiday. In the holiday row, choose the month, day, time, client group (or All clients), channel and connection. WhatsApp via Meta needs an approved template; WhatsApp Web and Telegram use text. A holiday goes out as a group broadcast, and you’ll see it under Campaigns in Client groups.

Remember to click Save settings.

Retention programs

A program is a chain of messages after a visit for a service. For example, after colouring: a care tip the next day and an invitation to refresh the colour after 28 days.

1. 1Click Retention programs, then New program.
2. 2Name it and choose the services that start the program. Service names match by part: “colouring” covers every kind of colouring.
3. 3Under Channel and time, choose WhatsApp or Telegram, the connection and the sending time.
4. 4Under Steps, set how many days after the visit to write, and what. For WhatsApp via Meta, each step uses an approved template. A program can have up to ten steps.
5. 5Save draft keeps the program switched off. Who joins? saves a draft and shows how many clients will join. Switch on starts it (pick a connection first).

The chain stops when the client books the same service or unsubscribes. A new visit for the service starts the chain again. Past steps are never sent late, and if the client got a marketing message in the last 24 hours, the step moves by a day.

Tips

• ·Reactivation only messages clients with at least one visit, and only between 9 a.m. and 9 p.m. salon time. Check the time zone in General settings: without it, time is counted in UTC. To reach clients without visits, send a regular broadcast.
• ·Start and end texts with a word, not a variable, for example “Hi {client_name}!”: otherwise the window won’t let you save.
• ·For birthday greetings, load birth dates: Clients → Import from CRM.
• ·Check a holiday’s template in advance: the holiday counts as sent for the year even if sending failed, and it won’t be retried. The error shows in the window.
• ·If a client replies with a short “stop” or “unsubscribe”, they go on the stop list and the campaigns stop messaging them. “Cancel” does not unsubscribe.

FAQ