Customer Retention Campaign
If you're unsure about which campaign to run and how to set it up, refer to this template document.
We recommend cohorts for setting campaign targets by target and purpose, along with appropriate send types for each message. Replace the event keys with those used in your actual workspace.
1. New Member Welcome Campaign
Target & Purpose
Greet newly registered members, encourage their first purchase, and build customer loyalty by creating a positive first impression of the brand.
Content
Send a welcome message along with exclusive coupons for new customers to also drive the first purchase conversion.
Message Examples
Welcome, first purchase exclusive discount coupon issued!
[Customer name], check your [10% discount coupon] and free shipping coupon now.
Immediate
💌 A first purchase coupon is waiting for you.
[Customer name], haven't made your first purchase yet? Use your [10% discount coupon] now and receive loyalty points too.
3 days after registration
Your first purchase discount coupon is expiring soon
[Customer name], the coupon opportunity is running out. Use the 10% discount coupon now and receive additional benefits!
7 days after registration
Message Content
Personalized message example: User properties
Required properties: name (user name)
Cohort
Cohort setup example: Event type cohort
Required event: signup (member registration)
Send Settings
Send the message 7 days after the newly registered user last visited the service.
Send type: Event-based
Required event: $session_start
Wait time: Send 7 days after event occurs
Try this approach
First message: Immediately upon registration (welcome message and first purchase discount coupon)
Second message: 3 days after registration (reminder to encourage first purchase)
Third message: 7 days after registration (final notification emphasizing the coupon usage opportunity)
2. Inactive Customer Re-engagement Campaign
Target & Purpose
The goal is to reactivate inactive customers, encourage repeat purchases, promote customer engagement, and strengthen long-term customer relationships.
Content
Introduce and recommend new content and products to inactive customers. Recommending products related to the user's past purchase history or search records is more effective.
Message Examples
We miss you, [Name]💞
Connect now for an instant 15% benefit
Re-engagement
Products in your cart are waiting for [Name].
Low stock! Get additional benefits if you buy today 🎁
Low Stock + Additional Benefits
Last chance! [20% discount coupon] is expiring soon.
There's a coupon valid only today! Don't forget to use it.
Special Benefits + Last Notification
Knock knock [Name], how have you been?
Contents we haven't introduced yet are waiting for you!
New Content
Cohort
Inactive customers who have had no activity for a certain period recently
Cohort setup example: Event type cohort
Required event: $session_start (new session start, Hackle auto-collected), complete_order (purchase), etc. — events that can measure activity
Message Content
Personalized message example: User properties
Required properties: name (user name)
Send Settings
Send the message 90 days after the inactive user made their last purchase.
Send type: Event-based
Required event: complete_purchase (purchase complete)
Wait time: Send 90 days after event occurs
3. Review Writing Encouragement Campaign
Target & Purpose
Nudge customers who have completed a purchase but have not written a review to leave a review after a specific period, and encourage them to re-enter the service.
Content
Encourage review writing and announce review writing benefits so that when customers re-enter, additional actions can also be encouraged.
Message Examples
Did you have a good experience?
Please leave a review for your order
2 hours after order complete
[Name], how did you like [Product name]?
It's been N days since you purchased [Product name]. Leave a review and earn up to 1,000 points.
7 days after order complete
If you liked the product, please leave a precious review
Leave a review now and earn an extra 000 points!
7 days after order complete
Message Content
Personalized message example: User properties, event properties
Required properties: name (user name), product_name (product name)
🚧 If you add event properties to the personalized message, set [Event-based Send] in the send settings and select the event that includes the event property.
Send Target
Cohort setup example: Funnel type cohort
Required events: complete_order (purchase complete), complete_review (review writing complete)
Send Settings
Send the message at the estimated point when the user has purchased the product and delivery has been completed.
Send type: Event-based
Required event: complete_order (purchase complete)
Wait time: Send 7 days after event occurs
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