CWILL Popup Email Marketing

Hi Fiona,

This is Joey, the customer manager from the SendWILL. I’ve personally reviewed your feedback and your previous conversation with our support team, and I’m sorry that the recent pricing change has left you disappointed.

I also wanted to clarify one point regarding the popup performance. After reviewing your store data, your current popup subscription conversion rate is 7.57%, which is well above the typical benchmark we see across stores. So while we completely understand that you may have expected different results, the popup itself has actually been performing strongly on your store.

At the same time, I understand that your main concern is really about the new pricing model — particularly because you mainly use SendWILL for the popup and joined us while the app was free. I understand why moving from free usage to a volume-based pricing model can feel frustrating in that situation.

I’m personally following up on your case with our product team to see what option may better fit the way you use SendWILL. I’ll also reach out to you directly from my work email, [joey.wen@cwill.com] to follow up with you regarding the available options.

We genuinely value your feedback and don’t want to simply dismiss your concern with a general pricing explanation.

Thank you for giving us the opportunity to look into this more carefully.

Hi there,

This is Joey, Customer Success Manager at SendWILL. I’m truly sorry to hear that the popup did not bring the results you expected, and I completely understand your frustration.

From our overall merchant data, more than 80% of stores using our popup see an email signup conversion rate around 3%–6%. However, the actual result can vary depending on traffic quality, popup timing, offer strength, design, and targeting settings.

In your case, 3 signups from 582 impressions is lower than the typical performance we usually see, and we’d be happy to help review your setup and suggest improvements.

Regarding pricing, the app is still currently available for free. If there are any future changes, we will make sure users are clearly informed in advance and supported through the transition.

Regarding pricing, we have started sending email notices from the end of June, and the paid plans are planned to be launched around mid-to-late July. Before any official plan change takes effect, we will continue to keep users informed and provide support during the transition.

If you’re open to it, feel free to contact me directly at joey.wen@cwill.com. I’ll personally help review your setup and see what our team can do to improve the signup performance for you.

Best reagards,
Joey
Customer Manager
SendWILL