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Yep, same thing works for us on our HR app for small and medium companies called www.staffsquared.com. While the automated lifecycle e-mails we generate are gr

Yep, same thing works for us on our HR app for small and medium companies called www.staffsquared.com. While the automated lifecycle e-mails we generate are great at conveying useful information to new trial customers, one of the things that really set us apart from the competition is our free of charge onboarding customer service. We tell customers that we'll do literally whatever it takes to get them onboard, even if that means entering their data manually for them. The lifetime revenue from a new paying customer makes this relatively small admin task, which relieves lots of friction, full of win. We also generate a couple of e-mails to new customers both on a schedule and also when certain user activities are performed. The e-mails are designed to appear handcrafted and ask if we can provide any assistance with a particular feature or process. If our customers need anything they simply hit reply at which point a human picks up the conversation.

tamana 11y ago
FYI those fake personal emails are totally obvious and everyone hates the fake sincerity.
- Ntrails 11y ago
  The fact that I can actually just reply to the email and get progress negates the annoyance of a CG starting point.
- troydavis 11y ago
  The amazing thing is how many senders fool themselves into thinking they're fooling users. The first commenter's description ("designed to appear handcrafted") seems to fall into that category. I hear senders cite an email open rate or click rate, but there's no way to measure groans or "Do they think I've never signed up for a Web app?" reactions. (Heck, maybe it does help for consumer-oriented services, where many users actually haven't ever signed up for a Web app before.)
  - tedmiston 11y ago
    But you're an early adopter / power user, exposed to this plenty, and most users aren't that savvy. Though I also find these types of messages annoying, they do seem to get to a higher interaction rate from normal users.

tamana 11y ago

FYI those fake personal emails are totally obvious and everyone hates the fake sincerity.

Ntrails 11y ago
The fact that I can actually just reply to the email and get progress negates the annoyance of a CG starting point.
troydavis 11y ago
The amazing thing is how many senders fool themselves into thinking they're fooling users. The first commenter's description ("designed to appear handcrafted") seems to fall into that category. I hear senders cite an email open rate or click rate, but there's no way to measure groans or "Do they think I've never signed up for a Web app?" reactions. (Heck, maybe it does help for consumer-oriented services, where many users actually haven't ever signed up for a Web app before.)
- tedmiston 11y ago
  But you're an early adopter / power user, exposed to this plenty, and most users aren't that savvy. Though I also find these types of messages annoying, they do seem to get to a higher interaction rate from normal users.