Set up a customer reactivation email automation in Xendy

Introduction

Customer reactivation email automations help you re-engage inactive customers and bring them back to your webshop. By targeting customers who haven’t made a purchase for an extended period, you remind them of your brand and encourage repeat purchases.

What is a customer reactivation email automation?

A customer reactivation email automation is a preconfigured workflow that automatically sends emails to customers who, for example, have not made a purchase for 90 or 120 days. This puts your brand back in mind and motivates customers to return.

Create a customer reactivation automation

Setting up a customer reactivation email automation in Xendy works the same as creating other automations.

1. Go to ‘Email automations’ in the left menu and click ‘New automation’ in the top right.
2. Choose ‘From a new segment’.
3. Create a dynamic segment with the following filter rule:
   • Field: Last purchase
   • Condition: Falls outside
   • Value: for example 100 days
   • Result: this segment contains all customers who have not made a purchase within that period.
4. Choose ‘Recurring’ so that Xendy checks daily which customers fall into this segment.
5. Give the automation a name, for example ‘Customer reactivation email automation’.

Adding emails to the workflow

After creating the automation, click ‘Step 1: add an email’. You can now choose from:

• Blank email: create a completely new email without any blocks.
• Select template: copy an existing template from ‘Templates’ in the left menu.
• Select draft: move an existing draft email into this automation.

Common structure for a customer reactivation workflow:

• Email 1: friendly reminder of your brand or new products.
• Email 2: an incentive, such as a discount or free shipping.
• Email 3: urgency, such as “Only 24 hours left”.

Use the plus and minus icons to set the number of days between steps, for example 3 days between email 1 and 2.

Activate and manage the automation

• Click ‘Start’ to activate the automation.
• Pause an active workflow temporarily via ‘Stop’.
• Through the settings, you can adjust revenue attribution and the time period for revenue calculation.

View statistics

Select ‘Email automations’ in the left menu and click on the email automation you want to view.

Once opened, you will see the different steps, with the following statistics per step:

• Queue: the number of scheduled emails that will be sent in the future, for example due to a delay setting (send in 3 days).
• Sent: total number of delivered emails.
• Opened: number of unique recipients who opened your email.
• Clicks: number of clicks on a link within the email.
• Unsubscribed: number of contacts who unsubscribed via the unsubscribe link in the email.

Frequently Asked Questions