Email Customization
We are evaluating UserEcho and it's looking good but one big thing is holding us back - the fact that email customization is only available on the $256/month Advanced Plan.
Having the email say it comes from UserEcho not only confuses our users but risk having them think it's spam (since they don't know what UserEcho is) and delete without reading, thereby reducing their engagement with our support site. This obviously doesn't bode well for UserEcho ultimately.
While it's certainly fair for you to make your customers pay more for this feature, putting it in the highest plan puts it beyond the reach of most startups, which I suspect make up the bulk of your customer base. I appreciate this is a valuable branding opportunity for UserEcho and would be willing to pay for a higher plan to get it but we won't be paying for a $256/month support plan for a long time.
Perhaps you can work out a compromise. E.g. for Base and Base+ plans, let your customers customize the "from" but you always append your own message, like "[Powered by UserEcho]". So the email to the end-user will look like it comes from "Acme Support [Powered by UserEcho]". This not only avoids user confusion but strengthens your brand image that you are a trusted service provider.
Having the email say it comes from UserEcho not only confuses our users but risk having them think it's spam (since they don't know what UserEcho is) and delete without reading, thereby reducing their engagement with our support site. This obviously doesn't bode well for UserEcho ultimately.
While it's certainly fair for you to make your customers pay more for this feature, putting it in the highest plan puts it beyond the reach of most startups, which I suspect make up the bulk of your customer base. I appreciate this is a valuable branding opportunity for UserEcho and would be willing to pay for a higher plan to get it but we won't be paying for a $256/month support plan for a long time.
Perhaps you can work out a compromise. E.g. for Base and Base+ plans, let your customers customize the "from" but you always append your own message, like "[Powered by UserEcho]". So the email to the end-user will look like it comes from "Acme Support [Powered by UserEcho]". This not only avoids user confusion but strengthens your brand image that you are a trusted service provider.
