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Win-back SMS campaigns that actually convert
How to text customers you haven't seen in 6+ months without sounding desperate or getting marked as spam.
7 min readThe dormant customer base is the highest-converting audience you have. They already trust you. They just forgot. A well-timed SMS recovers 8-15% of them, significantly higher than any cold ad spend.
Pick the right window
Six months since last service is the sweet spot. Earlier and you're nagging. Later and you've lost the connection. Set the trigger in your dashboard: 'No service in 180 days, has phone number, opted in.'
Write copy that doesn't smell like marketing
- Use the customer's first name.
- Reference what they bought last time ('Hey Mike, it's been 6 months since your AC tune-up.')
- Offer a clear next step in one tap ('Want to lock in a slot before summer? Tap here.')
- No exclamation points. No emojis unless they fit your brand.
Time the send window
Send Tuesday-Thursday between 10 AM and 4 PM in the customer's local timezone. Avoid Mondays (overwhelmed inboxes) and weekends (lower response rates for B2C services).