How to get old customers back: WhatsApp messages that work, in English and Hindi
Find the customers who used to buy regularly and have stopped, send each one a short personal message with one reason to come back (something new, something like what they bought before, or a small thank-you), send it once, and count who buys again. A message to the right forty people costs less than a discount for everyone.
Who counts as an old customer?
Compare how long it has been since each customer's last order with how often they used to buy. Someone who bought every month and has not bought in two months is slipping. Someone who bought once, a year ago, is a different case and needs a different message, or none. Start with the regular buyers who spent the most: they are worth the most and the easiest to bring back.
What should the message say?
- Their name, and what they bought, so it is clearly for them.
- One reason to come back: a new arrival, a restock of something they liked, or a thank-you.
- One easy next step: a link, or reply to this message.
- A way to say no more messages, and respect it.
- No fake deadline. Customers can tell.
Templates in English
Hi Priya, it has been a while since your cotton kurta. We have just got new block prints in the same fabric. Want me to send you a few photos?
Hi Rahul, thank you for buying from us last season. The oxidised earrings you picked are back in stock, and I kept a pair aside for you until Sunday. Reply YES and I will send the link.
Hi Ananya, your oud attar should be running low by now. Same size again, or would you like to try the new rose one first? Reply and I will send a small tester with your order.
Templates in Hindi
नमस्ते प्रिया जी, आपने पिछली बार हमसे कॉटन कुर्ता लिया था। उसी कपड़े में नए ब्लॉक प्रिंट आए हैं। क्या मैं आपको कुछ फ़ोटो भेजूँ?
नमस्ते राहुल जी, पिछली बार हमसे ख़रीदारी के लिए धन्यवाद। आपके पसंद किए झुमके फिर से आ गए हैं, और एक जोड़ी मैंने रविवार तक आपके लिए रख दी है। हाँ लिखिए, मैं लिंक भेज देता हूँ।
Namaste Ananya ji, aapka attar ab khatam hone wala hoga. Wahi size dobara bhejein, ya pehle naya gulab wala try karengi? Reply kijiye, order ke saath ek chhota tester bhi bhej denge.
When and how often should I send it?
Once, at a time people read messages: late morning or early evening, not late at night. Then leave that customer alone for about six weeks. A second message a week later reads as spam and gets your number blocked.
WhatsApp rules worth knowing
- Message only people who bought from you and gave you their number.
- A broadcast list in the WhatsApp Business app only reaches people who have saved your number; the rest need a personal message or an approved WhatsApp Business provider.
- If people block or report you, WhatsApp can limit your account. Fewer, better messages protect your number.
How do I know it worked?
Write down who you messaged and the date, then count who ordered in the next 30 days. Compare that with a few similar customers you did not message. One Tap Manager's win-back keeps this log and does the counting for you.
Common questions
Should I offer a discount to old customers?
Not first. A personal message with something new or a thank-you often works without one, and a discount teaches customers to wait for the next.
How many win-back messages is too many?
More than one in about six weeks to the same person. Send once, then wait.
Purane customer wapas kaise laye?
Jo customer pehle regular kharidte the aur ab ruk gaye hain, unhe ek chhota personal WhatsApp message bhejiye: unka naam, unhone kya kharida tha, aur wapas aane ki ek wajah. Ek baar bhejiye, aur 30 din mein kitne wapas aaye, gin lijiye.