Reactivating Dormant Customers: Resurgence Campaigns that Work.
October 4, 2025
written by Maingi
Introduction
Every business faces a common challenge: customers who go silent. They once engaged, purchased, or interacted, but over time, their activity declines. In Kenya’s fast-paced and competitive markets, these dormant customers represent untapped revenue.
Instead of writing them off, savvy businesses use resurgence campaigns to re-engage them. With SMSLeopard’s powerful automation tools, businesses can create trigger flows for 30, 60, and 90 days of inactivity, nudging customers back with the right message at the right time.
Why Dormant Customers Matter
Cost-effective → Winning back old customers is 5x cheaper than acquiring new ones.
High intent → They already know your brand; you just need to re-spark interest.
Revenue growth → Even small reactivation rates boost your bottom line.
In Kenya, where mobile penetration is 135%+ and SMS is still the most reliable channel, bulk SMS campaigns are the most effective way to reactivate dormant customers.
Setting Up Trigger Flows for Dormant Customers
1. 30-Day Inactivity Trigger
At this stage, the customer might have just forgotten or been distracted.
Tone: Friendly reminder.
Example SMS: “Hi Mary, we’ve missed you! Log in today and enjoy 10% off your next order. Tap here 👉 [link]”
Best Use Cases: E-commerce, subscription renewals, service reminders.
2. 60-Day Inactivity Trigger
Now, the silence is longer. Your offer needs to be more enticing.
Tone: Urgent but still warm.
Example SMS: “Mary, it’s been a while! We’d love to have you back. Claim your exclusive 15% discount today 👉 [link]”
Best Use Cases: Banks (loan top-ups), SACCOs (savings reminders), retail loyalty programs.
3. 90-Day Inactivity Trigger
At this stage, the customer is at risk of churning completely. This is your last shot.
Tone: Strong incentive + emotional hook.
Example SMS: “Mary, we don’t want to lose you! Reactivate your account today and get a free gift + 20% off 👉 [link]”
Best Use Cases: Healthcare check-ups, insurance renewals, utility reactivations.
Campaign Best Practices
Segment your database → Don’t blast all dormant customers the same way. Group by age, gender, or past purchase.
Personalize messages → Use the customer’s name or past behavior to make SMS more engaging.
Include a strong CTA → Tell them exactly what to do (Buy now, Visit today, Claim discount).
Track responses → Measure open rates, click-throughs, and conversions.
Optimize timing → Send reminders during active hours (morning, lunch break, evening).
Why SMSLeopard is the Best Partner in Kenya
Automated trigger flows → Easily set up 30/60/90-day inactivity campaigns.
Two-way messaging → Allow customers to reply directly.
Multi-channel support → SMS + WhatsApp for broader engagement.
Advanced analytics → Track who re-engages and refine campaigns.
Affordable pricing → Scales with businesses of all sizes, from SMEs to corporates.
Local reliability → Optimized for Kenyan telecom networks.
Conclusion
Reactivating dormant customers is not just about sending reminders—it’s about timing, relevance, and incentives. With SMSLeopard’s automation platform, Kenyan businesses can run resurgence campaigns that truly work, bringing customers back and boosting revenue effortlessly.
Don’t let silence mean the end of a customer relationship. Instead, turn inactivity into opportunity with 30/60/90-day SMS trigger flows.
Ready to win back your dormant customers? Start today with SMSLeopard.