Inactive user email template: ask what is in the way
An email for a user who signed up and went quiet: the plain check-in Kicklace sends a week on, subject lines to pick from, and what to do with the replies.
- Goes
- 7 days after sign-up
- To
- Anyone still at the start a week after signing up.
- Stops
- Once they've started using your app.
The email
Anything in the way?
Hi {{first_name}}, You signed up for [Product] a week ago. Is anything in the way? Reply and tell me, even if it's small.
{{first_name}} is each person’s first name. If your tool uses another tag, swap it in.
Subject lines
- Anything in the way?in the email above
- Did [Product] work out?
- Can I help you get started?
- A question about your [Product] account
- Still thinking it over?
- What got in the way?
Why it works
A user who has been quiet for a week is usually not angry. They got busy, hit one confusing step, or found it was not what they wanted, and you cannot tell which unless you ask.
A plain question in a person's voice gets answers that a tour of features never will, and every reply is something you can fix.
Make it yours
- Say what they signed up for, in your words, so it reads as written by somebody who knows what the product is for.
- Keep the question easy, since one line back is plenty.
- Answer every reply yourself, because a reply is the point of the email.
Write yours from your URL
Paste your site's address and the generator writes this email for your product, in your site's own voice.
Where it goes
On your Lifecycle map this email hangs off the Created an account stage. The emails there, in the order they go:
- WelcomeRight away, when they make an account
- Your first step2 days after sign-up
- Anything in the way?this page7 days after sign-up
How Kicklace sends it
It is the second sequence on the Created an account stage. It starts once somebody has been there 7 days and stops the moment they move on. Replies go to your own email address, and Kicklace never answers one by itself.
Kicklace writes a first version in your voice from what it reads on your site, and you change whatever you like. Nothing sends until you switch it on. Before you do, it shows who would have got it over the last 30 days, and you can send yourself a test. Each person gets it once.
Questions
When is a user inactive?
That depends on your product. For this email it means anybody still at the start a week after signing up, which is somebody who has not done the first thing.
What do I do with the replies?
Read them, answer the ones that need an answer, and keep a note of what comes up more than once. The thing that comes up three times is the next thing to fix.
Is this a re-engagement email?
It is the earliest one. A re-engagement email for people who used the product and then stopped comes later, and the re-engagement emails guide goes through it.
Free up to 1,000 contacts.
Join the journey
We're building Kicklace so you can get back to building your own product. We'll email you when there's something new worth showing.