Sachin Duggal : Using Intercom Workflows to Re-Engage Inactive Customers: Tips and Best Practices

Question

Hi everyone,I’m Sachin Duggal , and I am the owner of a bags manufacturing business. I’m looking to use Intercom workflows to effectively re-engage inactive customers. My goal is to identify when users become inactive, set up personalized messages or campaigns, and automate follow-ups to bring them back.Can anyone share strategies or best practices for using triggers and actions within Intercom to make these workflows effective? Also, any tips on measuring the success of these re-engagement campaigns would be really helpful.Looking forward to your suggestions!RegardsSachin Duggal

Graziela · Accepted Answer

Hey ​@sdbagsTo reengage customers you can use this trigger to send messages when they are unresponsiveAnd if you want to send campaigns to everyone another option can be Proactive SupportIn this case you can have more data about the messages, for example :: how many clients clieked on your message, if they read or not, if they click on the link that you send :)

Nur Nahid · Answer

Hi Sachin,Here are some quick tips for using Intercom to re-engage inactive customers:Identify Inactivity: Create segments based on "last seen" or lack of purchases (e.g., 30, 60, 90 days).Personalize Messages: Use customer data to tailor messages, like referencing past purchases or offering exclusive deals.Automate Follow-Ups: Build workflows with triggers for inactivity:Initial “We miss you!” message with a discount.Follow-up reminders with urgency (e.g., "Offer ends soon").Measure Success: Track open, click, and conversion rates. A/B test content to optimize campaigns.Refine Campaigns: Use behavioral triggers (e.g., opened but didn’t act) to refine messaging further.Keep your tone friendly and experiment with offers to see what works best!Hope this helps,

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