The customer retention campaign helps businesses reconnect with customers who have not placed an order for a certain period of time. Instead of manually reaching out, the system automatically sends unique discount codes via SMS to encourage customers to return and place order.
These campaigns are powered through SMS messaging using Bird, allowing businesses to deliver promotional messages directly to customers who have created an account on their website or mobile app and have opted in to receive marketing communications.
Important: Before setting up a customer retention campaign, your Grafterr account must be integrated with Bird for SMS marketing. If you have not yet completed this integration, please refer to the Grafterr x Bird SMS Integration Guide before proceeding.
Creating and managing customer retention campaigns:
In order to create and manage customer retention campaigns through the Grafterr Admin Panel, follow the steps below:
Start by logging in to your Grafterr Admin Panel through the Grafterr website using your account credentials. Once you are logged in, look at the navigation menu on the left-hand side of the screen.
Scroll down until you locate the module called “Marketing and Engagement.” Under this section, click on the sub-module “Marketing Suite.”
Inside the Marketing Suite, you will find several marketing tools and integrations. Locate the option labeled “Customer Retention.” Next to this option, click “Integrate” to begin the setup process.
A setup screen will appear where you may be required to enter the credentials collected from your Bird account. These include Workspace ID, Channel ID and Access Key.
In case, if you have already integrated Bird through the SMS Marketing module, you may be redirected directly to the customer retention dashboard instead of entering these credentials again.
On this screen, you will see:
Your available SMS balance
An "Add Funds" option to top up your account
The Originator (Sender ID) displayed in the top-right corner
An option to "Disconnect" Bird if required
If you have created retention campaigns previously, they will also be listed on this page. The list will display key details such as campaign title, discount amount, number of days after last order, scheduled SMS time and campaign status. You will also have options to edit, delete, and change the status of each campaign.
To create a new campaign, click the “Create new retention” button located at the top-right corner of the screen. Once selected, the "Create a new retention programme" window will appear.
Start by entering the "Title" of the campaign. This helps you identify the campaign easily within the dashboard.
Next, define the customer inactivity period. This specifies how long it has been since a customer last placed an order before they receive the SMS promotion.
For example, you may choose to send a discount code if a customer has not placed an order within a specific number of days.
Then, use the "Time of SMS Send" field to choose the time of day when the message should be sent to the customer.
In the "Amount of discount" field, enter the percentage discount that will be applied when the customer redeems the promotion.
After that, specify the validity period of the promo code, which determines how many days the discount code will remain active for the customer after it has been sent.
Finally, enter the discount message, which will be the content of the SMS sent to the customer.
For example: Have a meal on us. Use PROMO_CODE to get 50% OFF on your next order!
It is important to include PROMO_CODE in the message text. This placeholder will automatically be replaced by the system with a unique, auto-generated promo code for each customer who receives the message.
Once all fields have been completed, click “Create” to finalize and activate your campaign.
After creating the campaign, you will be redirected back to the customer retention dashboard, where your new campaign will now appear in the list of existing campaigns.
That’s it! You have successfully learned how to create and manage a customer retention campaign through the Grafterr Admin Panel. If you face any issues along the way, feel free to reach out to our support team.