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Ask HN: I just got a paying customer. What to include in my welcome email?

I'm a solo founder and the only employee. What do I write in the email to make them feel good about the app and comfortable to reach out to me in case they have problems with the app? 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.

mgl 4y ago
Just thank them for their trust and make sure you stay in touch and listen to their comments, so they stay excited about your service
- anonfounder747 4y ago
  Great suggestion. Thanks.
AftHurrahWinch 4y ago
Congratulations! > 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.
- anonfounder747 4y ago
  Brilliant. I know what you mean, people don't want to offend so they prefer to stay quiet. Unless they can report it by bypassing the human. Will implement.
sebg 4y ago
A few thoughts - 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
- anonfounder747 4y ago
  Great ideas.. thank you. I love the refund idea, good way to get vital reason for churn.
- anonfounder747 4y ago
  Do you know of a text chat service that I can set up for anonymous users to join?

mgl 4y ago

Just thank them for their trust and make sure you stay in touch and listen to their comments, so they stay excited about your service

anonfounder747 4y ago
Great suggestion. Thanks.

AftHurrahWinch 4y ago

Congratulations! > 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.

anonfounder747 4y ago
Brilliant. I know what you mean, people don't want to offend so they prefer to stay quiet. Unless they can report it by bypassing the human. Will implement.

sebg 4y ago

A few thoughts - 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

anonfounder747 4y ago
Great ideas.. thank you. I love the refund idea, good way to get vital reason for churn.
anonfounder747 4y ago
Do you know of a text chat service that I can set up for anonymous users to join?