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As an alternate viewpoint - rather than overly involved clients, as a buyer of SAAS services my current bête noire with small teams or 1 man bootstrapped SAAS a
by cjaccount 11y ago
As an alternate viewpoint - rather than overly involved clients, as a buyer of SAAS services my current bête noire with small teams or 1 man bootstrapped SAAS apps is more that its often really difficult to end the trial of a new SAAS or cancel an account. They seem to take it more personally.
Trying to cancel a SAAS subscription these days usually leads to seemingly endless (often "cute") emails to try and stop you cancelling, often giving you unwanted trial extensions, or needing to fill in forms requiring mandatory feedback on why you're cancelling or enrolling you in a drip feed of emails extolling the app which you then have to unsubscribe from.
Its got to the point where I've become reluctant to try new apps, knowing that I will be subject to this kind of thing. To me, small SAAS app people, in an attempt to increase conversions and improve retention are becoming increasingly annoying.
SAAS people : if, as a customer, I decide your product is not for me, please make cancelling a 1 step process.
- codegeek 11y agoI agree with you. But I would say that if a client is cancelling, it is fair to try and ask them why they didn't want to use the app. This helps improve the product and for a small SAAS, this kind of feedback is golden. Here is what we do usually. If a client asks to cancel, we will send them a confirmation email saying that account is cancelled but if there is any feedback they can give to help us improve, we will appreciate that. Almost 90% of the time, clients do give feedback when we do this. But thats all. No more second email or a barrage of newsletter emails.