Email template to respond to customers saying they are out of support and need to pay
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Post a project like this4078
£20(approx. $25)
- Posted:
- Proposals: 16
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- #214937
- Completed
8894781053566403909054032633949274029991225115393264899360698369716
Description
Experience Level: Entry
I sell software and provide one year of email support and product updates to all customers. When they contact me after that one year has expired, they sometimes do not realise they are out of support and they will ask a question which is very important for them to have answered. In most cases I respond telling them they are out of support, that they have had the benefit of a year of support and updates and that in order to receive support they need to upgrade to the latest version, which will entitle them for support and updates for a further year. Most of my customers to not really want to pay for support. They can legitimise paying for the product, but find it difficult to get their head around paying for a question to be answered. The value perception is an issue.
I would like to respond to them in a customer service style way, outlining the value of support, the need to charge and the desire to assist them, but only of they pay.
My customers are generally professional people, well educated, computer users. Some are corporate bodies.
Not that it matters, but I use outlook. The template can be just a text file, that does not matter. I want to be able to copy and paste it into a response and just replace their name, and perhaps the date their support expired. The template does not have to be long, it could be concise if the message is correct. Most of my customers don't have a lot of time. However, in order to get across the perception of value then it may need to be long. I would like it to be "punchy", clear, not waffling. High quality writing style. The objective of the email is to get the customer to order and upgrade and for them to feel they are getting value.
Any clarification please let me know. Thanks.
I would like to respond to them in a customer service style way, outlining the value of support, the need to charge and the desire to assist them, but only of they pay.
My customers are generally professional people, well educated, computer users. Some are corporate bodies.
Not that it matters, but I use outlook. The template can be just a text file, that does not matter. I want to be able to copy and paste it into a response and just replace their name, and perhaps the date their support expired. The template does not have to be long, it could be concise if the message is correct. Most of my customers don't have a lot of time. However, in order to get across the perception of value then it may need to be long. I would like it to be "punchy", clear, not waffling. High quality writing style. The objective of the email is to get the customer to order and upgrade and for them to feel they are getting value.
Any clarification please let me know. Thanks.
Gary H.
100% (30)Projects Completed
63
Freelancers worked with
48
Projects awarded
13%
Last project
26 Mar 2023
United Kingdom
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