[Crystal ShullerParticipant]

Hi fellow customer supporters!

When you get that unpleasant support ticket from a customer requesting to cancel, and they don’t give a reason initially; what does your email say when you first reply back?

I think my current reply could be better, atleast to help urge them to tell us why. Mind sharing your thoughts, suggestions of how I can improve it, or examples what you say?

This is my response now…

Hi Kristen,

We are definitely sorry to see you go.

However, I can take care of canceling your account on my side. Should I close your account today or keep it active for the remainder of your billing cycle - May 27th?

Would you mind me asking if there was anything we could have done better to keep your business? 
I’d love to hear your open and honest thoughts, as we’re always striving to improve the product and service to meet your needs.

I look forward to hearing from you soon!

[Chase ClemonsParticipant]

That’s a really great reply!

When people cancel on their own, we send them to this page - https://basecamp.com/cancel. When people write to us to cancel it, I reply with basically your response from above. One tweak I’d make is to say your app’s name rather than “product and service to meet your needs”. That feels like corporate talk to me.

[Crystal ShullerParticipant]

Thanks Chase! That’s a great suggestion. And I appreciate you sharing what your team does as well.

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