SendWILL 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 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.