When a user initiates a conversation, you can reach back out to them within 30 days of the user's last message. However, you must have a clear reason for contacting them. Your message should serve the user's interests and never spam them.
Users can also restart the conversation. When they do, provide a simple note of recognition to acknowledge their return.
- "Welcome back"
- "It's great to chat with you again. How can I help?"
Here are some reasons to meaningfully re-engage with users:
Keep users informed
- Preview a new product launch.
- Let the user know about special holiday hours.
Drive conversion
- Remind the user about a product they were exploring and encourage them to add it to their basket.
- Let them know if something is back in stock.
- Follow up after a free trial.
Proactively manage post-sales
- Let the user know when their order has shipped.
- Encourage them to leave a review.
Manage appointments
- Send appointment reminders.
- Allow users to check in online.