Should I contact the users who failed to register due to an error ?
I wrote a semi detailed post in a milestone post.
Essentially, since the last update to the site, new users haven't been able to register due to an unforeseen error on the server. When they attempted to register, they would get the following error:
"An unexpected error has occurred."
I've since resolved the issue.
The conflict lies in whether or not to reach out to tell them that I've resolved this issue even though they have not contacted me about the problem.
Yes. 100% reach out. There is no downside here.
1000% even! Fully agreed with Shane! No spam just reach out!
I agree, you definitely should. And I would do it with a Sender that is your work email address, and I would make sure it doesn't feel like a form email. Nothing wrong with hand-holding them to help them achieve something they already indicated they want to do!
Yes, reach them out. It will leave positive feeling that you care about them. If you don't reach out, they may pass the message like "it's crappy service, once I wanted to register and they had error in the beginning, so I've never returned".
The other day I got an email from Beagle Security (also on IH) saying "we see that you started and stopped 2 tests, is everything OK". Everything was OK, there was no error, and I chose to stop the tests b/c there was an error on my end. But even so I shared the email on social media and praised them for pro-active customer service.
I think something along the lines of "we're really sorry you ran into an error, we've identified what caused the error and have fixed it. If you want to give us another shot we'd like to give you a month of premium for free".
Hope that helps,
It really does help.
Thank you.
This comment was deleted 6 years ago