WhatsApp Business API

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The Complete Guide to Running Customer Winback campaigns on WhatsApp

Written by
Team LimeChat
Published on
January 11, 2023

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The Complete Guide to Running Customer Winback campaigns on WhatsApp

Learn how to set up custom winback campaigns on WhatsApp Business.

If you are an eCommerce brand, you probably know how challenging it is to keep your customers. After all, the digital space is full of so many options and distractions that it can be hard for any business to get their attention.

Not only that, but new customers are constantly coming in and asking for your attention—which means that it’s easy for your existing customers to slip through the cracks.

Ecommerce brands tend to spend a lot on the acquisition of new customers, but when it comes to retaining existing ones, there are only a handful of tools that can help you turn those one-time customers into repeat customers. A loyal customer is worth their weight in gold for an ecommerce business!

If you have had customers not come back to you in a while, it is time to use winback campaigns on WhatsApp.

WhatsApp has become one of the most important marketing tools for businesses. It is a social messaging platform with over 1.5 billion active users globally and is growing rapidly due to its popularity among Millennials and Gen Zers.

WhatsApp Business Automations are a great way to engage with customers and retain them by sending automated triggered messages based on the activity of your customer. These automated messages help brands create meaningful interactions with their customers through personalised content, real-time updates, surveys, and more!

This article is about helping you devise a solid win-back campaign on WhatsApp – a channel with undeniable reach!

What are customer winback campaigns in ecommerce?

When it comes to ecommerce, you want to do everything you can to keep your customers happy—and coming back for more. That’s where win-back campaigns come in!

Winback campaigns are targeted marketing messages sent to customers who haven’t made a purchase in a while. The time period of dormancy can be in the ranges of 30, 60, or 90 days. The aim of a win-back campaign is to encourage customers to return to the online store and make a purchase.

Winback campaigns are a great way to entice your customers who haven’t made a purchase in a while to return and make a purchase. They’re also an effective way to retain customers and increase the value of existing customers.

Winback campaigns can include discounts, special offers, or other incentives to entice shoppers to come back and make a purchase. These campaigns can include personalised messages that remind customers of their past purchases or highlight new items that may be of interest.

Why are winback campaigns even important?

Winback campaigns are an important tool in ecommerce due to their ability to help businesses retain customers and increase loyalty. They help in 3 ways:

1. Re-engaging Customers

Winback campaigns allow businesses to re-engage customers who have not purchased from them in a while and remind them of the value they offer. By reaching out to lapsed customers with personalised offers or campaigns, businesses can entice them to come back and purchase again.

2. Increasing Customer Loyalty

Winback campaigns can help build customer loyalty by showing customers that they are appreciated. They create a stronger connection with customers, making them more likely to come back in the future and spend more money.

3. Improving Customer Retention

Winback campaigns can help businesses improve their customer retention rates. By reaching out to customers who have not purchased in some time and reminding them of their value, businesses can bring them back and keep them as loyal customers for longer.

Why should eCommerce brands run customer winback campaigns on WhatsApp?

WhatsApp is an increasingly popular platform for win-back campaigns, as it provides a powerful and direct way for eCommerce brands to connect with their customers. Here are some reasons why it’s an effective tool for ecommerce businesses:

  1. Vast and active set of users:

WhatsApp has a vast and active set of users. This means that if you reach out to them, there’s a good chance they’ll see your message and respond.

  1. High open and click-through rate

WhatsApp has the highest message open rate for win-back campaigns because it offers a unique and personalised experience to users. WhatsApp messages are delivered to users through an app that they already have and use on a regular basis, meaning they are more likely to be seen and opened.  

  1. Hyper-Personalization

WhatsApp offers a great way to personalise messages and tailor them to specific customers. This allows you to target and re-engage customers who have previously made a purchase, as well as those who have expressed interest but have not yet purchased. You can hyper-personalise your messages in a way that isn’t possible on other channels, which makes it easier for your customers to feel like you’re speaking directly to them—and they’ll likely be more willing to respond!

  1. Data Insights

WhatsApp also provides access to valuable data insights, allowing you to track customer engagement and measure the success of your win-back campaigns. This helps you to identify areas of improvement and refine your strategies in order to maximise customer retention.

  1. Instant Feedback

WhatsApp messages provide an immediate channel for customers to interact with your brand, allowing you to respond quickly to queries and feedback. This helps to build trust and loyalty and encourages customers to return to your store.

The Different Types of Customer Winback Campaigns on WhatsApp

We have listed down the top 7 of our recommended win-back campaigns for WhatsApp that you can use as a part of WhatsApp business automation:

1. ‘Hello cum Reminder’ Winback WhatsApp Campaign

WhatsApp screenshot example for a "Hello cum reminder" winback campaign.

A ‘hello win-back WhatsApp campaign is an automated message sequence sent to customers who have made a purchase before but haven’t made a purchase in some time. The goal of a hello win-back campaign is to re-engage customers who may have dropped off and encourage them to re-engage with the brand.

This type of campaign is especially useful for ecommerce stores that rely on repeat customers to keep their business running. ‘Hello winback campaigns’ can include discounts, reminders of brand loyalty, and other incentives to encourage customers to come back and shop.

2. ‘Limited Time Deals’ Winback WhatsApp Campaign

WhatsApp screenshot example for a "Limited time deals" winback campaign.

This type of campaign involves sending targeted messages to customers via WhatsApp, offering exclusive deals and discounts for a limited period. The goal of this campaign is to incentivize customers to make a purchase again, thereby boosting sales and increasing customer loyalty.

3. ‘Seeking Feedback’ Winback WhatsApp Campaign

WhatsApp screenshot example for a "Seeking feedback" winback campaign.

The aim of the campaign is to encourage customers to provide feedback on their past experiences with the business and to gauge whether they would be interested in reconnecting with the business in the future


The campaign typically involves sending automated messages via WhatsApp to the customers, asking them to provide their feedback and offering incentives for providing their feedback. You can use WhatsApp business automation to help with the campaigns listed here.

4. ‘Preference of Communication’ Winback WhatsApp Campaign

WhatsApp screenshot example for a "Preference of communication" winback campaign.

This is a simple-sounding but very effective win-back campaign for Whatsapp. In this type of campaign, you simply ask customers to choose their preferred mode of communication (e.g., emails, SMS, WhatsApp, etc.) and also the frequency and topics of the reach-outs.

For example, someone may like to hear only about new product launches on a monthly basis via WhatsApp. By utilising personalization as an option, customers will feel more connected to your brand and will be more likely to engage.

5. ‘Giveaways & Contests’ Winback WhatsApp Campaign

WhatsApp screenshot example for a "Giveaways & contests" winback campaign.

You can use this winback campaign for WhatsApp to encourage customers to come back and make a purchase. In this campaign, you can send promotional messages to customers, including discounts and giveaways, through WhatsApp. The messages can also include a link to a contest page where customers can enter to win a prize related to your products.

6. ‘Social Proof Sharing’ Winback WhatsApp Campaign

WhatsApp screenshot example for a "Social proof sharing" winback campaign.

Go a step further and set up a ‘social proof sharing’ win-back campaign. In this campaign, you can use social proof to generate interest in your product or service among your existing customers.

The campaign can begin by reaching out to your customers via WhatsApp with a message that shares the experiences of other customers who have used your product or service. This can include reviews and testimonials or even stories about how your product or service has helped them in some way.

You may use simple, customised messages like ‘you’ve got a great choice, 1000 others also purchased <item/ brand name>, check out the new collection for more options!’

7. ‘Product Recommendation’ Winback WhatsApp Campaign

WhatsApp screenshot example for a "Product recommendation" winback campaign.

You can start this campaign by sending a personalised message through WhatsApp to customers who have not been active for a certain period. The message must introduce a product recommendation tailored to their interests based on their previous interactions with your company.

The message must also include a link to the product page on your ecommerce website or app so that customers can easily purchase the product if they choose to do so.

How to Run Effective Customer Winback Campaigns on WhatsApp

Customer winback campaigns are a great way to rekindle relationships with past customers, but it can be difficult to run them effectively. Here are a few tips for running effective customer winback campaigns on WhatsApp Business:

1. Select a Whatsapp Business API provider

The first step is to choose a WhatsApp Business API provider with a reliable, secure, and easy-to-use platform that provides all the necessary features for running campaigns on WhatsApp.

WhatsApp commerce platforms like LimeChat leverage the WhatsApp Business API and offer additional automation workflows that help set up customer winback campaigns in minutes. Using Level-3 AI, LimeChat is also able to add an additional layer of personalization to your messages, making them more contextual to individuals, leading to better engagement rates.

2. Segment your audience

Segment your list based on purchase behaviour. This will allow you to create different groups based on how much they spend on average or how long it’s been since their last purchase. Segment your audience into different groups based on their interests, buying behaviour, and other factors.

3. Create engaging content

When you’re running a customer winback campaign on WhatsApp, you need to make sure your content is engaging enough to get people’s attention. This means that you need to give people a reason to open your messages and read them.

You can do this by creating enticing titles and descriptions for each message. Create content that is tailored to each segment of your audience and will capture their attention. Using WhatsApp formatting and emojis can go a long way here!

4. Set a goal and decide on corresponding metrics to monitor

Set a measurable, time-bound goal for your campaigns – whether it be the number of messages sent per day or the number of responses received. The key here is that the goal must be specific enough so that you know when you have achieved it (or not).

You can use the following metrics to decide on goals and markers for analysing the customer winback campaigns on WhatsApp:

  • Reach (the number of messages sent, total impressions, etc.)
  • Engagement (the number of clicks, replies, shares, etc)
  • Conversion Rate (the number of users that have taken action after engaging with the campaign, such as signing up, buying a product, or completing a desired action)
  • Cost per Acquisition (the cost of the initial message, the cost of any follow-up messages, and the cost of any incentives offered)
  • Customer Retention Rate (customer loyalty and repeat purchases)
  • Customer Satisfaction (can be done by asking customers to rate their experience and by monitoring customer reviews)

5. Launch and automate campaigns

Use the WhatsApp business API provider’s features to launch and automate campaigns on WhatsApp to target each segment of your audience. This will allow you to save time and get more done, so you can focus on what matters most.

LimeChat‘s WhatsApp API solution makes it easy to automate your WhatsApp win-back campaigns. You’ll be able to send messages according to a user’s activity instead of having to distribute them manually. This will allow you to ensure that all of your users are getting the right message at the right time without having to worry about missing anyone out or forgetting something important!

6. Monitor progress and optimise

Measure and optimise your campaign performance using Limechat’s comprehensive suite of analytics tools to track key metrics like engagement rate, open rate, click-through rate (CTR), etc.

With our intuitive dashboard, you can track the performance of all your campaigns from one place. You can also see which messages are working best for each campaign and optimise your messaging strategy as you go along.

Time to set up your customer winback campaigns on WhatsApp!

If you’re looking for a new way to engage with your customers and increase customer retention, WhatsApp is an excellent channel. With its large user base, ease of use, and powerful targeting capabilities, it’s no wonder that more brands are turning to WhatsApp to create win-back campaigns that convert.

Do you want to take your customer retention to the next level?

Now that you know how powerful WhatsApp can be for your business, why not take the next step and try our AI-powered chatbot? Our Level-3 chatbot will help you automate your WhatsApp marketing campaigns and maximise your customer engagement and retention.

From personalised messages and automated follow-ups to comprehensive analytics, our solution is designed to help you maximise your WhatsApp marketing efforts.

With LimeChat, you can make sure that every interaction with a customer is meaningful and personal—and that they’re always talking to a person they already know. And if they don’t want to talk anymore, no problem: we’ll schedule a meeting for them!

If you want to learn more about how LimeChat can help you create effective win-back campaigns using WhatsApp, then Book a demo today.

Click here to book a free demo now!

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