Activate Inactive Customers with Ferbz’s AI‑Drafted Win‑Back Automation

Below is a step‑by‑step walk‑through that you would see on a screen recording of the Ferbz dashboard. The example uses a fictional shop, Shree Kirana Store, located in Bhopal, selling groceries and household staples.

1. Log in and open the Automation tab

   • From the left‑hand navigation bar, click Automation. The main canvas appears with a “Create new automation” button at the top right.

2. Start a plain‑English goal

   • Click Create new automation. In the prompt box type:
     win back anyone who hasn't ordered in 30 days.

   • Press Enter. Ferbz’s AI reads the sentence and instantly shows a draft flow:

     • Trigger: “Days since last order = 30”
     • Wait: 0 days (send immediately)
     • Message 1: “We miss you! Get 10 % off on your next purchase of ₹500 or more.”
     • Branch: “If customer clicks the link → send thank‑you message; else → send reminder after 3 days.”

3. Edit the flow on the visual canvas

   • Drag the Message 1 block to rename it “First win‑back offer”.
   • Click the block to open the template editor. Choose a pre‑saved template called “WinBack‑10%‑Offer” (the shop had created this earlier for seasonal promos). Replace the placeholder {customer_name} with the dynamic tag {{name}}.
   • Add a Button element inside the message: “Shop Now → https://shreekirana.in/offer”.

4. Add a second reminder

   • From the toolbar, drag a Wait block after the first message and set it to 3 days.
   • Connect a new Message block titled “Second reminder”. Use the template “WinBack‑FollowUp” that says:
     “Hi {{name}}, just a friendly nudge – your 10 % discount is still waiting. Click to redeem.”

5. Define the trigger details

   • Click the Trigger node. In the right‑hand panel select “Days since last order” from the dropdown, enter 30.
   • Optionally, add a filter: Customer type = “Regular” and GSTIN present = true – this ensures the flow only runs for customers who have previously bought taxable goods and for whom the shop already has a GSTIN on file.

6. Save and activate

   • Press Save, give the automation a name “30‑Day Win‑Back – Grocery”.
   • Toggle the Active switch. The automation now appears in the list with a green status indicator.

7. Check enrollment on the Reminders board

   • Navigate to Reminders from the left menu. The board shows three columns: Scheduled, Sent, Failed.
   • After the first 30‑day lapse occurs, the customer’s profile (e.g., Ramesh Patel, mobile +91‑9876543210) appears under Scheduled with a timestamp of the upcoming WhatsApp send.

8. Watch the message dispatch

   • When the wait period ends (0 days for the first message), Ferbz calls the WhatsApp Business API. The status column updates to Sent → Delivered → Read as the customer opens the message.

9. Monitor results in Reports

   • Go to Reports → Automation Performance. Select the date range “01‑Oct‑2024 to 31‑Oct‑2024”.
   • The report shows:
     • Enrolled customers: 124
     • First messages sent: 124 (credits used: 124)
     • Second messages sent: 38 (credits used: 38)
     • Orders generated: 17 (total revenue ₹12,340)
     • Average credit cost per recovered order: 9.5 credits

10. Fine‑tune the flow

    • If the conversion rate is low, return to the Automation canvas, edit the message copy or change the wait from 3 days to 2 days. Save, and the next batch of customers will follow the updated path.

Worked Example – Shree Kirana Store

• Customer base: 2,850 customers, average basket ₹650.
• Inactive segment: 312 customers have not ordered in the past 30 days.
• Credits available: 500 (purchased ₹399).

After activating the win‑back automation:

Step	Credits used	Customers reached	Orders recovered	Revenue
First message (124 sent)	124	124	9	₹5,850
Second reminder (38 sent)	38	38	8	₹6,490
Total	162	162	17	₹12,340

The shop spent 162 credits (₹162 ≈ ₹162) and earned ₹12,340, a clear margin that offsets the credit cost and demonstrates the automation’s direct impact on repeat sales.

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Time saved – Before Ferbz, the shop owner or a staff member would have to export the customer list, filter by “last purchase >30 days” in Excel, draft a WhatsApp message, and manually send it one‑by‑one or via a third‑party bulk‑WhatsApp tool. That process can take 2–3 hours per campaign. With the AI‑drafted automation, the same work is done in under 10 minutes (goal entry, one‑click save, and the system handles enrollment and sending).

Revenue recovered – In the Shree Kirana example, 17 customers who had not bought for a month placed orders worth ₹12,340. Assuming the shop’s average margin on groceries is 12 %, the profit recovered is roughly ₹1,480. That exceeds the credit spend of ₹162, giving a 9.1× return on credit investment.

Fewer manual errors – Because the trigger (“days since last order = 30”) is calculated automatically from the Order data, there is no risk of missing a customer or sending a reminder to someone who already purchased yesterday. The Reminders board shows real‑time status, so a failed send is instantly visible and can be retried without digging through phone logs.

Consistent customer experience – All messages use the shop’s pre‑approved templates, ensuring compliance with GST invoicing norms and with WhatsApp Business policies. The visual canvas lets the owner see the exact flow, so no ad‑hoc wording slips through.

Scalable for Tier‑2/3 shops – Even a store with a modest credit wallet can run the automation repeatedly. Credits are deducted only when a reminder actually sends; there is no subscription lock‑in, so a shop that sells 150 orders a month can allocate just enough credits to cover the expected win‑back messages.

Overall, the win‑back automation directly tackles the vertical’s pain point of “regular repeat customers drifting to competitors” by re‑engaging them at the precise moment they are most likely to think of buying again, while eliminating the paperwork and spreadsheet gymnastics that small shop owners traditionally endure.

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Activating win‑back automation is just a few clicks away. Sign up for a free trial, top up your prepaid wallet, and head straight to the Automation tab to create your first “30‑day win‑back” flow. All the steps described above are available from day one, and Ferbz’s support team is ready to help you fine‑tune the journey for your specific product mix.

Start now at https://dashboard.ferbz.com/ or email support@ferbz.com for personalized assistance. Bring back those drifting customers, boost repeat sales, and keep your credit balance working for you.