CWILL Popup Email Marketing

Hi Lady Ros,

This is Joey, Customer Success Manager from the CWILL team.

I’m genuinely sorry that this change has left you feeling that the trust you built with CWILL over the years has been lost. After using and supporting CWILL for such a long time, I completely understand why this feels like more than simply a pricing change.

As CWILL has grown, moving toward a paid model is an important step that allows us to continue investing in product development, infrastructure, and ongoing support. But that does not mean the long-term merchants who helped us grow matter any less to us.

We introduced a 30-day transition period rather than making the change take effect immediately, so their current setup could continue normally while they had time to consider the new plans and decide what made sense for them.

But at the same time, I understand that a transition period alone does not fully address the concern you raised. For a long-term user who has already built an established workflow around CWILL, what happens after that transition matters just as much.

Your feedback has made us reflect more carefully on how changes like this affect users who have been with us for years. After reviewing your account and how you’ve actually been using CWILL, I’ve personally reached out to you with a long-term solution that I hope better reflects your situation and the years you’ve spent with us.

We genuinely value the trust and support you’ve given CWILL over the years, and I’ll continue handling this personally. I sincerely hope we have the opportunity to rebuild that trust.

— Joey
Customer Success Manager
CWILL

Hi David,

Thank you for clarifying this. I also want to correct something in my previous reply.

I misunderstood your comment and took it as a reference to Shopify store access. That was not the point you were making. Your concern was about having relied on the same CWILL Popup workflow for a long time and then being faced with a pricing structure that no longer fit that existing use case.

I also understand the responses you received before you posting the review did not meaningfully addressed your situation at that stage. We should have recognized your long-term Popup-only use case earlier rather than continuing to point you toward the standard paid plans.

We were later able to arrange a long-term solution that better fits the way you use CWILL and I’m glad we got there. And I also understand why the timing of that solution, made you feel that your earlier concerns had not been taken seriously enough. That feedback is important, and it’s something we need to improve in how we identify and handle similar situations for long-term users earlier.

Thank you for calling this out clearly. I genuinely appreciate the time you’ve spent with CWILL and the fact that you were direct with us about where we fell short. I’m sorry our earlier handling left you feeling unheard.

I hope the solution we’ve now put in place, and the way we handle things from here, can help rebuild some of the trust that was lost. Thank you again for giving us the opportunity to do better.

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