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注销电子邮件模板

在SaaS企业中,注销不可避免。哪怕您认为永远不会离开的忠诚长期客户,也可能突然注销他们的订阅。也许因为他们没有得到足够的关照以实现产品的全部投资回报率,所以没能获得期待的效果。也许因为他们找到了更好的解决方案(功能更全、价格更低),或仅仅因为不再需要您的产品或服务。无论是什么原因,注销不一定意味着您与客户关系的终结。

如何管理注销能够产生不同的结果,管理始于您的注销电子邮件——当用户注销他们的付费订阅时触发的功能性邮件。与赢回电子邮件十分类似,注销电子邮件对顾客留存率也起到了至关重要的作用。您往往有机会与失去的客户重新建立联系并赢回他们。这也是为何注销邮件不应只简单对顾客说“再见”的原因——它们应当留下积极的印象并降低客户流失率。以下是书写注销邮件的重要诀窍,包括现成的注销邮件模板,您可以在此基础上自定义并使用。

注销电子邮件模板 - App - Uploads - 2021 - 05 - Basecamp Account Cancellation Email.png

注销电子邮件最佳实践

保持邮件简短亲切

有证据表明,简洁明了的注销邮件更加有效。您只需在邮件中写明以下4条关键信息:

  • 感谢顾客使用您的产品或服务。
  • 确认注销已被处理。
  • 询问反馈,发现注销背后的原因。
  • 向顾客保证,如果他们愿意,可以随时回来继续使用该产品或服务。
保持邮件简短亲切 - App - Uploads - 2021 - 05 - Spotify Cancellation Email 1.png

询问顾客为何注销账户。

虽然询问顾客注销账户以及感到不满的原因十分痛苦,但这毫无疑问对您的企业十分有益。追踪注销背后的原因能够为您提供绝佳的机会,利用顾客反馈,改善产品或服务,吸引未来客户,降低客户流失率

使用关切的语言表示您的关心

虽然注销邮件应当保持简介,但并不意味着它们必须使用冷冰冰的正式用语。通过加入类似“虽然我们十分希望您留下,但是我们理解注销的情况时有发生”等语句,强调您与顾客的关系没有受到影响,这会令您的邮件更加个性化且充满感情 ,虽然它只是一封自动邮件。

Design your own cancellation templates

LiveAgent gives you the power to design your own customer email templates, thus helping you to improve the customer service. Curious about all the opportunities?

注销邮件主题

  • 很遗憾看到您离开
  • 我们会十分想念您!
  • 在您走之前……(我们已经开始想念您了!)
  • 您的账户已过期。请尝试升级订阅!
  • 您的【产品】订阅已被注销
  • 您的免费【产品】账户已被注销。使用升级订阅获得更多服务
  • 【品牌】升级账户注销
  • 确认您的注销请求
  • 请跟进您的注销情况,【姓名】
  • 您的【产品】账户将在30天内被停用
注销邮件主题 - App - Uploads - 2021 - 05 - Your Hulu Subscription Has Been Canceled.jpg

注销电子邮件模板示例

基础订阅注销电子邮件

Hi [Name],

Thanks for being part of the [Brand] community. As requested, your subscription has been successfully canceled, and your card will no longer be charged.

We’d love to hear about your experience and how you think we can improve [Product/ Service] for other members (and you, if you decide to come back!)

Take the Survey

Just a heads up – you’ll still have access to [your account/ data/ message history/ free features], etc. If you decide you’d like to continue [using Product/ Service], you can resume your membership at any time.

We hope to see you around!
[YOUR SIGNATURE]

非正式、非自动订阅注销电子邮件

Hey [Name],

I noticed you canceled your [Product/ Service] account. No worries!

Did you expect something different, or was it missing something you needed? Your feedback helps us improve [Product/ Service], so it would be great to hear from you.

Best,
[YOUR SIGNATURE]

SaaS订阅注销问卷调查#1示例

Hello [Name],

We successfully canceled your subscription for [Product/ Service].

We’re sorry to see you go! To help us improve our [product/ service], we would appreciate it if you took a moment to fill out this quick survey.

What was the reason for the cancelation? (Select up to 3 reasons):

It was not effective, and I didn’t achieve the results I wanted
It doesn’t integrate with our other tools or systems
It lacks key features or functionality
It was difficult to use
It’s too expensive
Customer support was unsatisfactory
This was a test account
My organization closed
Other

If you don’t mind sharing, which [tool/ platform/ software] will you use now?

What can we do to improve?

Thanks,
[YOUR SIGNATURE]

SaaS订阅注销问卷调查#2示例

Hi [Name],

We’re sorry you had to cancel your [Product/ Service] subscription. Can we ask why you’re leaving? Your answer will help us make [Product/ Service] better for everyone.

Technical issues
Missing key features I need
Not sure how to use the tool
Too expensive
Switching to another product
Shutting down the company
Other (please explain below)

Appreciate your help and honest feedback!
[YOUR SIGNATURE]

SaaS订阅注销问卷调查跟进

Hi [Name],

You’ve recently canceled your [Product/ Service] account and mentioned it was because of technical issues.

We’re really sorry about that. We do our best to make sure our service is accessible and reliable, but sometimes things fall through the cracks.

If you wouldn’t mind letting us know, we’d love to hear more about what technical issues you had so we can get to the bottom of it and make sure it doesn’t happen again.

Thanks so much!
[YOUR SIGNATURE]

升级账户注销

Hey [Name],

Your [Product] Premium subscription has been canceled and will end on [date]. Until then, you will still have access to your Premium features.

When your subscription expires, you will still be able to [use free features]. You can come back and enjoy [Product] Premium anytime by re-subscribing. We’ll always be here if you need any help.

Thanks for being a customer,
[YOUR SIGNATURE]

会员注销确认

Hi [Name],

Thank you for being a part of the [Membership name]. As you requested, we’ve canceled your membership effective [date].

We’d love to have you back, but we completely understand that this may not be the best option for you right now. If you ever change your mind, made this request in error, you can restart your membership anytime to enjoy [key membership benefits].

Restart Membership

If there’s anything we can do to help, please let us know. Visit our Help Center for more info or reach out to our support team.

Best of luck!
[YOUR SIGNATURE]

账户停用电子邮件

Hi [Name],

It looks like you haven’t signed in to your account for a while. [Product/ Service] accounts are automatically deactivated after [number] days of inactivity. Your account will be deactivated in [number] days.

Thank you for trying [Product/ Service]. We’d love you to stick around, but we completely understand that [Product/ Service] isn’t for everyone.

Let us know if you have any questions or need help keeping your account.

Cheers,
[YOUR SIGNATURE]

由于付款失败导致订阅被注销

Hi [Name],

Something went wrong, and we were unable to process the charges on your credit card ending in [last four digits]. Unfortunately, we had to cancel your [Product/ Service] subscription.

But don’t worry, we understand that sometimes these things happen. You can always reactivate your [Product/ Service] subscription at any time.

Reactivate [Product/ Service] Account

If you have any questions or issues, don’t hesitate to reach out, we’re just an email away.

Hope to see you back soon.
[YOUR SIGNATURE]

常见问题

为何需要发送注销电子邮件?

您的品牌如何回复注销订阅、升级账户或会员的客户将影响客户最终是否流失。精心措辞的注销邮件能够赢回已经注销的顾客,修复与可能离开客户之间的关系,提升客户留存率,尽量降低离开客户的数量。

我应当询问客户为何注销吗?

询问客户为何注销订阅能够帮助您深刻了解客户的需求和期待,这些宝贵的想法最终有助于提升您的产品质量、战略和品牌形象。如果您发现多数客户离开的原因是因为您的产品欠缺某个特定功能,那么您就需要重新考虑产品的功能并做出改进。

我应当发送一般的自动注销邮件还是亲自跟进?

亲自跟进注销客户能够为您的邮件增加亲切感和信任感。但有时每次发送个人邮件并不现实,所以向最忠诚、消费最多的客户发送个人邮件更加合理。向您的长期高价值客户亲自发送注销邮件,而不是发送通用注销邮件,能够增加您重新赢回客户的几率。

今天就试用LiveAgent​

我们提供从大部分热门帮助台解决方案进行迁移的服务。

3000+ 评论 Trustpilot GetApp G2 Crowd

{ “@context”: “https://schema.org”, “@type”: “FAQPage”, “mainEntity”: [{ “@type”: “Question”, “name”: “Why should I send cancellation emails?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “How your brand responds to customers who canceled their subscription, premium account, or membership has a significant impact on whether or not they eventually churn. Well-crafted cancelation messages can be used to win back disengaged customers, mend customer relationships that might otherwise be lost, improve retention, and minimize the number of churned customers.” } }, { “@type”: “Question”, “name”: “Should I ask customers why they canceled?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “Asking customers why they canceled their subscription in the first place can give you a deeper understanding of their needs and expectations and, ultimately, valuable insights that can help you improve your product, strategy, and brand. If you find out most customers who churn require particular features your product lacks, it might make sense to reconsider your functionality and make improvements.” } }, { “@type”: “Question”, “name”: “Should I send generic automated cancelation emails or follow up personally?”, “acceptedAnswer”: { “@type”: “Answer”, “text”: “Following up with customers who canceled personally adds a more human touch to your message and builds more trust. While it’s not always possible to send personalized messages every time, it may be reasonable with your most loyal and high-spending customers. Instead of sending a generic, one-size-fits-all cancelation message, consider following up with your long-term, high-value clients personally – it might increase your chances of re-engaging them and winning back their loyalty.” } }] }
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