Under 6 months151 of 210 replied by text
71.9%
Audited customer reactivation case study
Even after two years without a purchase, 65% of past customers replied by text.
That was 87 of 134 customers whose last purchase was at least 24 months earlier. Across the full campaign, 804 of 1,100 past customers replied by text, a 73.1% SMS reply rate. Those customers ranged from about eight weeks to 29 months since their last recorded purchase, and more than half had been inactive for at least a year. ReviewProsper restarted those relationships with polite, personal SMS conversations and passed genuine opportunities back to the shop.
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Master Picture FramersVerified campaign journey · details changed for privacy
Text Message · SMS
The commercial problem
Your relationships exist. The follow-ups do not.
Picture framing is an infrequent purchase. A customer may be happy with the work and still have no reason to return until the next artwork, canvas, repair or gift appears. That makes a large past-customer list valuable, but difficult to work manually.
The aim was not to blast a discount at everyone. It was to start a relevant conversation, let the customer respond when convenient and recognise the difference between a genuine need, future timing, a review, a wrong record and an opt-out.
“The system runs itself in the background while I get on with the framing.”Glen, Owner, Master Picture Framers Myaree
Does recency matter?
Customer age changed the rate, but not the opportunity.
Every contacted customer was placed into a standard six-month band using the recorded last-purchase date and the date of the first SMS. SMS reply rates remained strong across every group, including customers who had not purchased for two years or more.
SMS reply rate by time since last purchase
Past customers replied by text across every recency band.
64.9%
inactive for 24+ months
The newest records were not automatically the strongest. The highest SMS reply rate came from customers six to 18 months from their last purchase. Even after two years, nearly 65% replied by text. The right time to reactivate a customer depends on what they bought and when that need is likely to return. Some needs recur within months; others may take years. That is why ReviewProsper uses customer history to choose the timing instead of treating every database the same.
typed replies from 1,100 contacts.
73.1% of the contacted customer records replied in their own words.
View how this was measured
An SMS send was attempted to 1,100 past customers. 804 replied with a typed message. The denominator includes 28 contacts who received no delivered SMS. Tap-back reactions were excluded.
87 of 134 replied by text.
The SMS reply rate was 64.9% among customers whose last purchase was at least 24 months before their first SMS.
View how this was measured
The recorded last-purchase date was compared with each customer's actual first outbound SMS date. 134 customers were at least 24 calendar months from their last purchase and 87 replied with a typed message. Tap-back reactions were excluded. The sent-basis denominator retains attempted sends rather than removing undelivered messages.
of replies arrived within a day.
634 of the 804 customers who replied did so within 24 hours of the first message.
asked not to hear from the business again.
While 804 of 1,100 past customers replied by text, only 90 opted out by any route. Every opt-out was recorded and suppressed from further sending.
View the benchmark context
Ordinary SMS marketing benchmarks generally refer to people who have already subscribed to ongoing text marketing. This was different: a one-off reactivation of an aged past-customer database. ReviewProsper therefore does not present 8.2% as a like-for-like benchmark win. It reports both sides honestly: the SMS reply rate was 73.1%, 8.2% opted out, and the people who opted out were removed from future sending.
The booking pathway
Eight customers booked, but not from one blunt conversion rate.
Most repliers were not asked to book because a framing customer naturally returns when they next have a piece. A booking is not a sale or recorded attendance.
Owner-reported commercial outcome, 24th August 2026
sales Glen estimates resulted specifically from the campaign.
“I would say over a dozen, like 12 to 20, something like that, that's been specifically as a result of that.”
Reported by the business owner
This is Glen's retrospective estimate from activity in the shop, not a sale-by-sale reconciliation against invoices or point-of-sale records. It is reported separately from the eight bookings reconstructed from campaign data, and no recovered revenue total is claimed.
More Google reviews
From 66 Google reviews to 164.
The profile gained 98 public reviews and held a 4.9-star rating between 25th May and 20th August 2026. The shop's in-store plaque and later SMS review links both used the same custom ReviewProsper review page.
66started with→164by 20th August
+98public Google reviews4.9-star rating
“Our Google reviews are up, the phone's ringing more.”Glen, Owner, Master Picture Framers Myaree
Google review growth over time66 → 164 reviews
Hover or focus a gold point for its date and number
40 days
900 contacts across six SMS sends
3 May 202427 reviews historical checkpoint
16 Apr 202657 reviews earlier checkpoint
25 May 202666 reviews
7 Jul 2026124 reviews
27 Jul 2026150 reviews target reached 🎉
20 Aug 2026164 reviews
17 Jun · 10022-23 Jun · 200 over two days30 Jun · 2007 Jul · 20021 Jul · 2004 Aug · 10011 Aug · 100
About means graph-read estimate: those review totals are read from the supplied growth chart and may vary by one or two reviews. The dated 7th July, 27th July and endpoint totals are recorded checkpoints. The 900 contacts had entered the SMS rollout before the target was reached, but the review growth also includes the shop's earlier in-store plaque and is not presented as an SMS-only result.
What this shows: the Google profile rose steadily while the combined ReviewProsper programme was active. The plaque and SMS links shared one custom review page, so the graph does not assign individual reviews to individual SMS batches.
Verified conversation exhibit
Sixteen minutes from a personal text to a customer ready to return.
The message did not begin with a discount or a generic promotion. It recognised a real customer relationship. The customer immediately confirmed who she was, said she had another piece to frame and stated that she intended to visit the following week.
This is the verified opening exchange with personal details protected. The original used the customer's real full name, the exact title of a bird study print and the exact purchase day. “Sarah”, “bird study print” and “January 2025” replace those identifying details. The customer reply is verbatim apart from removing her name from the sign-off.
Used genuine customer history
Asked permission to continue
Received a clear statement of need
Identified intention to visit
Passed useful context to the shop
Privacy-edited verified thread. The customer's name, exact artwork and exact purchase day are withheld. This proves stated purchase intent, not a completed or paid framing job.
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Master Picture FramersVerified thread · privacy-edited preview
Text Message · SMS
Personal recognition → stated need → intention to visitThe customer's reply arrived 16 minutes after the first text.
What customer language revealed
A reply was never automatically called an opportunity.
The ReviewProsper SMS Android separated practical customer needs from polite replies, future timing, reviews, data corrections and opt-outs, then recorded each outcome in one visible campaign funnel.
“Yes you have the right person. And I have a new piece for framing so I'll be down to see you next week with that.”A customer, 16 minutes after the first text
“Thankyou. Yes I have one to reframe as the glass got broken only 2 weeks ago!”A customer, three minutes after the first message
“Do you guys do memorabilia type things”A customer starting his own enquiry, unprompted
“Keep us on your contact list, your service was very good.”A customer two years since her last visit
Protecting the customer relationship
Small batches. Watched closely. Paused when the shop was busy.
The aim was to create useful work, not overwhelm the business or bombard its customers. The campaign settled into a weekly Tuesday rhythm, and the next batch waited whenever the shop needed time to follow up properly.
Check the message, boundaries and escalation paths before a larger audience sees them.
Inspect the exchanges, customer questions, opt-outs and human handoffs before releasing more contacts.
Refine what the SMS Android says, what it must not say and when a person takes over.
The campaign moved to Tuesday batches after a faster rhythm created more activity than the shop wanted to handle.
Later batches were released when the shop could answer calls, complete work and follow up properly.
If the SMS Android needs correcting or the business is already at capacity, the next batch waits. Volume never outranks the customer relationship or the team's ability to act.
For Master Picture Framers, 1,100 contacts were released across eight batches from 17th June to 11th August 2026. The final two releases were limited to 100 contacts each.
What the ReviewProsper SMS system keeps visible
A conversation, an owner and a next action.
The ReviewProsper SMS system kept commercial progression and useful side outcomes in one campaign record, so a review request, future project, wrong record or opt-out did not get disguised as a sale.
Monitored campaign funnel
Recreated from the ReviewProsper operating model. No customer records shown.
Managed, not abandoned to software
The SMS Android handled scale. Wade remained accountable.
Wade configured the campaign framework, monitored the controlled rollout and worked with the client on batch timing and escalation. The ReviewProsper SMS Android handled routine back-and-forth inside approved rules. Sensitive, unclear or high-judgement conversations were for a human.
“Wade's SMS campaign reactivated dozens of past customers I hadn't heard from in months. Our Google reviews are up, the phone's ringing more, and the whole thing runs itself in the background. Honest work - recommend.”Glen, Owner, Master Picture Framers MyareeFollow Wade on LinkedIn
Evidence without the sales spin
What the records confirm, and where the line stops.
What the records confirm
- Who was actually sent a campaign message.
- Typed replies, with tap-back reactions excluded.
- The time between first send and first typed reply.
- Booking links sent and bookings recorded across appointment, stage and tag signals.
- Opt-outs captured through the audited suppression tags.
- The full conversation history for independent checking.
What we do not claim
- No audited sales or revenue total. The campaign records carried no completed-sale values. Glen later estimated that 12 to 20 sales resulted specifically from the campaign, but that estimate has not been reconciled sale by sale.
- No recorded attendance. A confirmed booking is not proof that the customer attended.
- A booking is not a sale. The campaign records confirm eight bookings. Glen later estimated that 12 to 20 sales resulted from the campaign. These are separate measures. We do not treat the eight bookings as proof of sales or use them to calculate recovered revenue.
- Google reviews are measured separately. The profile moved from 66 to 164 reviews and showed a 4.9-star rating on 20th August. The result covers the combined ReviewProsper review programme rather than SMS alone.
- One dated campaign. These results are not a forecast for another database, business or industry.
The next case study should be yours
What is sitting quietly in your customer database?
A contained pilot can test whether old customers, enquiries, quotes or renewals hold enough recoverable demand to justify working the database properly.
Wade will check:
- database size and age;
- typical customer value;
- the next purchase, renewal or booking event;
- the proposed contact basis;
- who will respond to warm opportunities.
VERIFIED CONVERSATION · PERSONAL DETAILS CHANGED FOR PRIVACY
A new framing job surfaced in 16 minutes.
Hi Sarah, it's Emma from Master Picture Framers in Myaree. Happy Tuesday. Just checking if this is the same Sarah who came in for a bird study print back in January 2025?
Tuesday · first name substituted; exact print title and purchase day generalisedI hope you're okay with the text. The last thing I want to do is spam you. If not, reply delete and I won't bother you again
TuesdayYes you have the right person. And I have a new piece for framing so I'll be down to see you next week with that. Cheers
16 minutes after the first text · customer's name removed after “Cheers”This proves the customer stated a current need and intended to return. It does not prove a completed visit, sale or revenue.