Customer Reactivation Journey Guide

    Learn how to plan customer reactivation in GEVADE CRM using contact segments, tags, campaign preparation, communication checks, follow-up rules, and reporting.

    Who this guide is for

    • Account owners
    • Marketing users
    • Sales users
    • Service businesses
    • Teams reviewing old leads or past customers

    Customer Journey Stages

    1. Define who should be reactivated

    Reactivation may apply to past customers, inactive leads, old quote requests, previous booking enquiries, lapsed customers, or contacts who have not replied.

    2. Clean the contact segment

    Before sending messages, review duplicates, missing phone numbers or emails, old tags, invalid records, opt-out status where relevant, and whether the contact is still appropriate to message.

    3. Review communication responsibilities

    Message content and channel use should be reviewed before contacting inactive records. Avoid unclear, excessive, or inappropriate outreach.

    4. Prepare the offer or reason for contact

    Reactivation should have a clear reason, such as checking if the customer still needs help, offering a service reminder, asking for updated details, or inviting them to book again.

    5. Choose the right channel

    SMS, email, WhatsApp, phone, or campaign tools may be used depending on account configuration, contact details, consent responsibilities, and enabled services.

    6. Plan follow-up limits

    Define how many follow-up attempts should happen, how long to wait, and when to stop contacting the person.

    7. Exclude sensitive or unsuitable contacts

    Exclude complaints, unresolved billing matters, opted-out contacts, sensitive cases, test contacts, and contacts needing manual review.

    8. Review reporting after launch

    Review replies, booked appointments, unsubscribes or opt-outs where relevant, failed messages, campaign results, and pipeline movement.

    When to Request Support

    Submit a support request if:

    • Contact segments are incorrect.
    • Campaign messages are not sending as expected.
    • Source tracking appears wrong.
    • Opt-out handling needs review.
    • Reporting does not match expected activity.