CWILL Popup Email Marketing

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.

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.