7 Powerful Customer Success Emails Your SaaS Needs to Be Sending
When was the last time you logged into a SaaS app? And once you did, do you remember getting any prominent customer success emails post the signup? If you are nodding to the above questions, you are fortunately with the right app. You have successfully picked the SaaS tool that understands you, as a customer.
Mostly, the SaaS companies whimper over acquiring a customer and can go up to any extent to cut down on the churn rates. But what they do not do is send out engaging customer success emails, once they have signed up. That is when the use of a relevant and appealing email comes into play. Let’s dive into some of the customer success email templates that will help you boost up customer retention, convert from the trail to pay, and put churn to a minimal.
It is not a great idea to send out poorly weaved emails when you launch a new feature into the market. Being in the customer success niche, you should know why your customers are using your app and what do they expect from you. Long story short, they demand attention and personalization from you. Drop in a highly personalized note to your clients that will drive them to read the complete email.
It goes like this, “Hi there, exciting news here at Canva. We have just launched Canva for iPhone and as you have used Canva on the web, we wanted to make sure you were one of the first people to know about it. Download it now to know more about other offers. Also, we would love to see you get creative. Share your designs on social media with #canvaiphone and spread the love.”
2.The ‘Welcome’ Email
A ‘welcome’ email is the first courtesy email that you should be sending you to your clients. It helps them get a kick-start with your product or services. You should see it more like a preliminary set upstage. The welcome email should be on-point and concise. Give them a few, substantial data about your organization. Show them how you value their decision of choosing you.
It can go something like this, “Hi there, Thank you for giving Pluto a try. Exploring a new tool can be very time-consuming and confusing as well. That is why we have made it super easy for you to get in touch with us. We officially welcome you on board with us and are happy to have you. You can click here to get started. Else, in case of any queries, you can reply back to this email or have us call you. Please free to get in touch with us whenever you want to.”
3. The ‘Anniversary’ Email
Everybody loves to get wishes on their special days. The same goes for the customers too. They feel deeply valued and appreciated when you send them a ‘Happy Anniversary’ note. It could be yearly, as and when they complete one year with you or even more. Sticking around for more than a year without churning away is actually a big deal. Make sure that this is well-noticed and calls for a celebration.
It goes right this, “Hey, you know what it is today? Wait, don’t tell us you forgot already? It is your anniversary day today with us. You have successfully completed 365 days with us. We have made so many great memories together and bonded so well over the past year. It is okay even if you do not remember, we will still adore you. Here is your anniversary gift”
4. The ‘Trail Reminder’ Email
If you see your newbie client descending on to a free trial, it is a pretty decent idea to send them a reminder that the free trial is going to end soon. You can generously send them even when they are half-way through the period too.
It goes something like this, “Hi, your free trial of Beatrix ends in 3 days. Here is an activation link to switch to a paid or premium version. Not only that, but you can also go to the ‘Demo Request’ option. By simply clicking on the link, you can direct themselves to a free demo and learn more. Upgrade your account today and start enjoying”
5. The ‘Free Webinar’ Email
When you notice a big splurge on the number of free trial users, it is a good idea to conduct a free webinar every month or bi-monthly. The free webinars will be highly useful to pull in new customers. Ensure that the timing of this webinar is suitable for the majority of the users. In here, you may also input creative presentations and educate your audience with content that they can relate to. Webinars are indicative that you are serious about your business and you truly value a customer.
It goes like this,“Hi there, join our next by-weekly webinar and get a 20 minutes overview of how to create a beautiful real-time dashboard for your metrics. Here is the link to your free webinar registration.”
6. The ‘Revival’ Email
Your customers might successfully sign up for your app, but there is a chance that they might not revert. It becomes even difficult to bring them back if they do not log in at all. So what can do you in such a case? Try sending out creative and helpful reminders in a way that entices them. If 50 users sign up with you in the first week, and you manage to reactivate even 5% of the user base, then you have a good number at hand.
Remember, that this revival email of yours should be sent out with an intention of reviving a nearly churned away user to come up. This is not entirely impossible, it just totally depends on you, how you pull back the customer back to you. Show them how you have missed their absence and would love to see them again. The template reads something like this:
“Hi There, Hope you are doing well. We have not seen you around in a while. But we have good news. We are working on something you will love. We have new templates prepared for you by our in-house team of designers. Templates take all the hard work of designing and we have done that for you. Dig into our latest collection here.”
7. The ‘Upgrade’ Email
Say, you are rendering a 15 day free trial to your users, and your client sees your potential in the 5th day itself, in that case, there is no need to ask them to upgrading then. Also, asking them to upgrade at the beginning of their free trial does not look like a good deal. You must pop the question when the user is approaching the end of his free trial.
And just in case, you want your customers to upgrade to a paid or premium version right away, try giving them a discount. The second they see, they can save a good amount, there are good chances they might upgrade right away.
It goes something like this,” Upgrade early and save 33 percent off on your first month. Receive on ongoing 20 percent off on your next month too. You can use promo code EARLY or even view plans here to know more about other offers. “
Hopefully, these stated ideas and customer success email templates would have given you an idea about how to emphasize a customer-first approach. Keeping a customer from churning away could be tricky but not impossible. It just needs some revisions and reiterations. You need to know what are your customers’ needs, desires, and expects from you. Then only you will be able to offer a stellar customer experience to them. And that is all that matters at the end of the day to have fully satisfied customers.
About the Author
Simran is a technical writer by profession. She has extensive knowledge of penning down blogs, articles, whitepapers, and reports, etc. She has written over 300 blogs in the customer success niche as well. In her spare time, she likes to read journals and magazines. If not, she likes to play with her kittens.