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

[anonfounder747]

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.

[AftHurrahWinch]

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]

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]

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]

Great ideas.. thank you. I love the refund idea, good way to get vital reason for churn.

[anonfounder747]

Do you know of a text chat service that I can set up for anonymous users to join?

[mgl]

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]

Great suggestion. Thanks.