Payment not completed: Shall I email my users?
I am seeing on my Stripe logs that many users reach the payment page for Alfa Data Premium service but they don't complete the purchase.
I was thinking of emailing them one by one and ask them why they do not enter their card details. My wife said she would be freaked out if she received an email like that.
What do you guys think? Shall I email?
Let me put it this way. Currently, they are not your paid customers and chances are they will never be. If you don't email, they will still not be your paid customers. But, if you do, you have chance to convert them. Maybe, your price is too high or they don't trust the checkout page (domain name is different) or something else. You will never know the issue unless you email.
Additionally, you can prevent same for future customers as well.
You are right. There is not much to lose and a lot to gain in emailing them. Thanks!
Ya of course! Lots of companies send out "abandoned cart" emails. I'm sure you will find something interesting out.
Yeah. I personally receive a lot of them and I don't mind. It's creepy only when I am not their registered users (which is not the case).
Thanks!
It depends on what your product is. If I get such an email I would not freak out because I am in the tech industry and know companies have mechanisms to find out failed payments and are likely to email as well.
Most people in the tech industry wouldn't freak out I reckon. But if your audience isn't are too techy then there is a good chance they might freak out.
I agree with Imomin, unless you email them you will never know and won't be able to make the necessary adjustments.
That is a good point.
My users are not tech savvy I would say, but that may be the reason why they abandon on checkout page (may be too complicated to fill out).
Thanks!
I wouldn't word it like "why won't you enter your card details" 😛 Sounds a little scary. But reaching out and getting feedback on why upgrading is or isn't worth it to them has the potential for interesting results and maybe you'll hear about some ways to improve your offering.
Yes! I think I have to find the correct wording not to scare them off. It can be very valuable.
Thanks!
I would not create personal emails for this. I doubt you would get a positive response. It comes across as pushy and kind of odd.
I disagree with the other poster that it is similar to abandoned cart emails.
Oh I see. I wouldn't want to be pushy of course. Just would like to know if there is something wrong with the checkout page. Currently my analytics cannot track the Checkout page (hosted by Stripe). Any other way you can think of getting more insights on it?
Thanks!