本页面提供SaaS企业注销电子邮件模板,包括基础订阅注销和会员注销确认。此外,还提供了一些提示和建议,以便在客户注销时了解他们的需求和期望。
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。
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。
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:
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,,改善产品或服务,吸引未来客户,降低客户流失率。
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?
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]
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]
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]
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]
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]
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]
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]
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]
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]
Are you tired of dealing with cancellation requests and unhappy customers?
LiveAgent's cancellation email templates are designed to help you handle cancellations with ease and professionalism, while also minimizing any negative impact on your business.
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。
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。
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。
The article discusses various topics related to customer service and marketing, such as splitting work orders, real-time chat rooms, and upselling. The splitting of work orders allows them to be assigned to appropriate departments according to the issue, while real-time chat rooms provide a platform for immediate communication. Upselling is a sales strategy aiming to encourage customers to purchase more expensive products or packages. Professional guidelines help employees adhere to ethical standards to ensure customer care. Additionally, the portal provides learning resources and support. The importance of customer service satisfaction and related resources and techniques are also discussed. LiveAgent offers a variety of support features to help businesses provide high-quality service and products.
Join our community of happy clients and provide excellent customer support with LiveAgent.
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