So I f***ed up... ??
A few months ago, I posted on LinkedIn about my new Product Hunt launch. You guys were AMAZING and supported me through the whole thing. I ended up winning #1 Product of the day :)
Thank you again!
Since the launch I've accumulated over 3000 users for my product... but because I originally didn't expect to get the reception I got on a Product Hunt, I didn't really invest much in the email onboarding flow.
If you signed up, you just got a welcome email, then 1 day later an email asking for feedback.
That's it.
Getting ready to screw up... ??
The other day I decided it was time to change that, and worked on a brand new onboarding flow that also leads to a nurture track. Now it looks like this:
The flow starts with an email called "Welcome to Glitter AI" which, as its name suggests, welcomes <Foreshadowing> new </ Foreshadowing> signups to their account.
I tested that my new flow had the content I wanted, and that it followed up with users until they fully activated. When that was all done, I joyfully hit "Go Live"
OOPS...
And just like that 3000+ EXISTING users got a "Welcome to Glitter AI" email with an awkward 2-minute video from me explaining how the product works...
Within minutes, dozens of users started unsubscribing, and I got a personal text message from a user who had found my phone number letting me know that he, an existing user, got a welcome email to my product.
This same person also graciously explained that his company once equally f***ed up and sent a similar email, but to 50,000 people, only to start getting thrown into spam filters for all future communications.
He suggested that I issue a correction email.
It took me a couple of days, but I have now done this.
Here's what It looks like:
Moving forward
I did learn to pay closer attention to who I hit "send" to when doing mass emails to my whole user base.
In total, I lost a few dozen users who unsubscribed, but maybe the good part is that between the "Welcome email" and the correction one, people now remember my product a bit more...
After all, they do say that no publicity is bad publicity....
I don't know how I feel about that :)
Yuval
Product. Dev. AI | Product Manager @ Qodo
7 个月I had a similar incident with 30K users ?? we moved to HubSpot, I setup all the workflows and I sent to 30K users "thanks for contacting us, we'll get back to you soon". Awkward. When I received your welcome email this week, it reminded me of my own “oops” moment. Your “sorry” email was graceful. ??
Software Consultant / Developer / DevOps Engineer / Automation Expert
7 个月Hmm ... If I put myself in the shoes of your 'user', I would initially think someone hacked my account somehow, and would delete my account right away. It would make me trust the product less, since the product that is dealing with automating processes, cannot automate emails properly. But I assume I am thinking differently than the common user. I feel you, mistakes happens unfortunately, I would take this as an opportunity to create a "staging test" for changing the email flows, so you can test it (both logically, and mistake-wise) And, always remind yourself : "This has not effected a human life" :)
CEO & Co-Founder ELEMENTS | ?? Travel + Sustainability ??| Climatech Investor, Community Builder, Lecturer & Mentor | Ex-Apple
7 个月We still love you ??