Webconnex Blog

Down With Retention Specialists

This past week we worked hard on some new updates and enhancements to the site. First, we have completed our new signup process that allows any new customer to try our products free for 30 days. Pretty cool. We spent a few days alone just designing, tweaking and retweaking the signup page. Everything from colors, to verbiage to little graphic help images. We're looking forward to seeing how it goes.

Next, in the spirit of giving our customers more control, we enabled a feature that allows any customer at any time to pause or cancel their account. We do this out of confidence in our product. First, some customers may pause their account because their organizational focus may have very pronounced seasons where they want to 'turn off' their produc for a few months. This is now a simple click. 

But some have questioned our choice to give customers the ability to cancel their accounts on their own. Most companies will force you into lengthy contracts and termination fees. OR, if you want to cancel, you will have to call and speak to a 'retention specialist.' I can't stand that. But the reason we do this is because we have total confidence in our product and our technology. We get rave reviews from clients about how wonderful our platform is to use and If someone wants to cancel, we trust the client is making the best decision based on their needs. We spend the majority of our time now helping clients educate themselves through tips, videos and tutorials. It's been great to see clients answer their own questions and experiment on their own.

But really at the heart of it, we don't want to lock anyone into a decision if they change their mind. We also want to give new users the peace of mind that they can get their feet wet with us without the risk of being committed if they don't like it. We really believe that if a customer tries our products that they will love it and be customers for life. And for those reasons we continue to make our pricing, products and services transparent and open. Because that is the way we like it and anticipate that is how you (the customer) want it as well.