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.