{{Company}} <> {{Your_company}}
Hi {{FirstName}}.

{{Your_Name}} from {{Your_Company}} here.

I noticed that you recently canceled your subscription of {{Your_Company}}. As the [Your Job Title], I would love to understand why you are looking to leave or simply receive some feedback about your experience.

I would be happy to jump on a call at your convenience or you can simply email me back your raw feedback.
Use Template

Why it works

This email template is effective because it starts by acknowledging your churned user’s recent cancellation, which shows attentiveness to their actions as a customer. By expressing a genuine desire to understand their reasons for leaving or receive feedback about their experience, you demonstrate your commitment to providing excellent service and continuous improvement. Offering a call at their convenience or an email feedback option allows them to choose their preferred method of communication, making it more convenient for them to share their thoughts. This personalized approach shows that you value their input and are willing to listen to their raw feedback, emphasizing your company’s continuous willingness to improve. Whether they choose to participate in a call or provide feedback via email, this template creates an opportunity to gather valuable insights, potentially address any concerns, and enhance the overall customer experience.

When to use it

Use this email template when a customer cancels their subscription with your company, be it a trial user or a long-term customer. It is suitable for situations where you want to understand the reasons behind their decision, gather feedback to improve your product or service, and best understand how and when to re-engage them in the near future.

Who can use it

Customer success managers, retention specialists, or anyone responsible for maintaining customer relationships can use this template when reaching out to customers who have canceled their subscription. It is particularly relevant for individuals focused on gathering valuable feedback from users who have tried out your product, retaining existing customers, and maintaining the potential customer database.

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