I want to reduce the chance of them getting frustrated with the app and silently canceling the subscription. I would rather they reach out to me, so I can fix the problem or fill the gap they're facing with the app.
Wondering if you have suggestions for the email structure or copy, that you would appreciate as a customer?
I have sent such emails but limited success thus far.
> I want to reduce the chance of them getting frustrated with the app and silently canceling the subscription. I would rather they reach out to me, so I can fix the problem or fill the gap they're facing with the app.
I think when people have a technical issue they're more comfortable with an 'open a ticket' pattern rather than an 'email $anon' pattern.
I think you should spin up a Trello or a Jira or something and send them an invite to an Issues board.
Where I currently work, Desktop Support is a dude named Justin. When I want something I open a ticket in the Desktop Support portal. It would feel intrusive if I had a problem so I just called Justin up.
- Tell them about your weekly "help" office hours you hold (and actually show up). Make sure to say they don't have to make an appointment. Just show up on a chat link (text is less invasive than video).
- Ask if they'd like to schedule a call to go through onboarding (à la superhuman) as they get started
- Tell them that you'll refund their last payment if they have a 5 minute brief chat (and be truthful about it being a brief chat) about why they are cancelling