How to Set Up the Fuse Lost Customer Win-back Campaign

Learn how to set up the Fuse Lost Customer Win-back Campaign.

Losing a customer can be tough, but what you do next is what matters. Show you care and solicit feedback with this campaign.

Setting Up the Lost Customer Win-back Campaign

To locate the campaign, click "Content Library" in the left navigation bar:

Under the "Lost Policy/Customer" section, locate the Lost Customer Win-back Campaign. There are several versions of this campaign:

• Quick Start Campaign: This two message sequence requests customer feedback and invites them to reach out if they would like a quote in the future.

• Custom Campaign: There are two custom winback campaigns: "Customer Win-Back: Personal" and "Customer Win-Back: Commercial."

We will focus on setting up the custom version of the Quick Start campaign. Click the three-dot menu on the Quick Start win-back campaign and select "Clone & Customize" to begin editing your campaign.

This will add the win-back campaign to your Custom Campaigns. Click "View/Edit" to start customizing the campaign:

Determine Your Audience

Next, we will confirm who gets the messages and when. The Lost Customer Win-back Campaign targets Inactive Accounts. To audit the segment to confirm who is being targeted, click on "Inactive Accounts" in the "In other words" section:

This will open a new window with the Inactive Customers Segment that was installed with the campaign. Here, you can confirm that the segment is targeting Accounts with a status "Is Not Active":

After confirming the segment for your group, you can close the window to return to the Lost Customer Win-back Sequence page.

When are people from Inactive Accounts added and subtracted from the audience?

Next up, we will confirm when people will be added or removed from the audience. The campaign defaults to add audience members "In The Future." This means that the campaign will add audience members when they match specific triggers in the future. The trigger for this campaign is a Lost Customer Event.

Next time you sync with this new client in your agency management system, it is going to add them to the Lost Customer Win-back Campaign!

Steps

The "Steps" section will show you an overview of the campaign.

Launching Your Campaign

When you are ready to launch the campaign, set it live by clicking "Launch," on the bottom right corner.

Great job, you've set up the Lost Customer Win-back Campaign! If you ever need to edit or delete this campaign in the future, you can locate the campaign by clicking on "Marketing" in the left sidebar and selecting "Custom Campaigns" from the dropdown.