Loggly's Ode to a SaaS Trial Customer

We know how crazy it can be to operate a transactional website or cloud-based application. After all, we’re an all-cloud service ourselves and have thousands of people in trial with our most-loved log management solution. We love hearing from our SaaS trial customers: the good, the bad, and the most awesome. That’s why I got such a big chuckle about the email I received the other day. I couldn’t resist sharing it.

Dear Loggly,

Please don’t take this the wrong way, but I’m in a really strange place in my life right now and I just need some alone time. I appreciate you writing me every day, sometimes twice a day, but I think it’s better for both of us if we just move on and start using other software. Hey, we had a great run right? I really enjoyed the way we imported our logs and just started seeing results… we really clicked. I’ll always remember you Loggly, and think fondly of you, and I don’t want you to think there is anything wrong with you. You’re really great software, and you’re going to make some website admin out there very happy. It just can’t be me right now.

Regards,

Your Trial Customer

We loved it, shared the feedback with the team, and made some adjustments to our trial outreach. But I couldn’t let such a romantic email go unanswered. It deserves a poetic response, so I quickly penned a repartee:

Your data is of the moon, our app is like the sun,

Every night you leave us logs, but on day 30 you run.

Those few quick log-ins, as fleeting as they seemed,

You filled up all our hopes… your log files were in our dreams.

Now that your logs are gone, and our moments’ past,

We now long for the next eclipse, when we’ll be together… at last.

Although we sighed reading this… we love the response.

Till next time,

Dave

At Loggly, our full-featured, 14-day trial is the backbone of our business. We put a lot of effort into making our users successful, and we’re proud of the fact that more than 80% of users who send us data are able to do so within the first day!

It’s frustrating to know that life sometimes pulls our trial users in other directions and prevents them from seeing all of the value in Loggly during their free trials. But that’s life in the net-centric economy, and we’re optimistic that users like the romantic emailer leave their trials with a positive experience that will bring them back when they’re ready.

Update:

I guess my composition struck a chord and was worthy of a reply.

I love that you guys enjoyed that 🙂 You’ve got us reconsidering…

So who knows… some things were just meant to be! Maybe our second date is just around the corner…

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