In 5 minutes today you can set up an automated email that will help you understand your recent signups and convert more of them from free to paid.
The best part is:
How can something so simple be so effective? Are you shocked at the simplicity? We call this the “surprise personal email”.
Here are some reactions from people who have used it:
Had this on for 24 hours, so very preliminary results, but we’re seeing 25% reply rate. Insane.” -James S.
I’ve set this up a couple of weeks ago, and it works monstrously well! We’ve been getting tons of compliments on how personal and attentive we are with ours user and tons of replies.” -Helder R.
It’s very easy. Here are a few things you’ll want to do:
Don’t send immediately because that’s too soon. You could try the timing we use: 32 minutes after someone signs up for our product. That’s just enough time for them to have a look around. Usually they’ll have a bunch of questions.
Ideally the person who will answer replies is the person who should send it. For our company it’s me.
You can set up a special email address like: colin.n at customer io that forwards to your help desk. This helps you deal with the responses in a more structured way.
BUT, and this is a big BUT, only if people don’t know they’re communicating with your help desk. If they do, you ruin the illusion and it makes them feel less special.
That’s ok! Here’s what you can do right now. Pick your 10 most recent signups and send them an email like the one above. Just offer your help. More likely than not you’ll get 2 or 3 replies.
The responses from a surprise personal email help you understand the needs of your customers and give you an opportunity to help.
You’ll deliver better service to them and learn what you need to fix in your product.
There’s no better time than the present, so go set this up right now and share your experience in the comments.
P.S. Need help sending automated emails like this one? That’s what customer.io does.