How to create a workflow for re-engaging inactive customers?

Question

I'm looking for best practices, specific triggers, and action ideas to bring back users who haven’t interacted with our product in a while. checkout Should I focus on email campaigns, in-app messages, or a mix of both? Any examples of successful re-engagement workflows would be greatly appreciated!"

Nathan Sudds · Accepted Answer

Agreeing with other points here, email is most likely your best bet and depending on your business there will be some key ways to engage -- I would also second what ​@Milansaid about activity, beyond just “last seen” the more helpful events and data you can get into Intercom about the user, team and company can help to understand how to engage for exampleCustom Attributes or Custom Events go beyond what Intercom tracks out of the box so you can use that dynamic data in your messages and workflows. If you have access to Series you can create a whole set of messages to bring them back but if you don’t have Series you can do something similar with Outbound messages with the Audience / When to Send / Where to Send filters and triggers. It will show you a sample of who the message would be sent to based on your configuration so you can be sure the audience is configured correctly as well before you set it live.Hope this helps!

Milan · Answer

​@tysonharryhi!So, if they are inactive it does not make much sense sending them chat messages…it’s the email you should send.Create either individual emails or chain them in Series, that should trigger based on anything that shows activity. If you are not syncing anything that shows activity I strongly suggest doing it as than Intercom becomes powerful tool. If not you can just use Last Seen.In my experience, this should always be laser focused, targeting specific activities and pitching them in the content of the message.

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