The Win-Back SMS Series
Customers go quiet, not gone. A short, well-timed SMS win-back series recovers lapsed buyers at a fraction of acquisition cost.
A customer who hasn't bought in 90 days isn't lost — they're dormant, and dormant customers respond far better than cold prospects because they already trust your brand. SMS is the highest-signal channel for reaching them, provided you respect the intimacy of the inbox.
We run a two-message win-back. The first is a plain, conversational check-in with a single clear offer — usually 15% off, no code friction, just a tracked link. It sends to anyone whose last order was 90–120 days ago. The second message, five days later, goes only to non-responders and creates urgency with a 48-hour expiry.
Keep it to two messages. SMS fatigue is real and a third message erodes the list. Measure the series on attributed revenue per message sent, not raw conversion, and always segment out anyone who's already re-engaged through email so you're not double-touching the same person.